ABSTRACT
Service design, service transition, and service operation are the fundamental cycle of information technology (IT) service management. This chapter explicitly considers changes to service design, transition, and operations processes that cloud service customers (CSCs) are likely to make to reduce their operating expenses and increase service agility, and the user service quality risks associated with those changes. IT Infrastructure Library (ITIL) defines service design to include "the design of the services, governing practices, processes and policies required to realize the service provider's strategy and to facilitate the introduction of services into supported environment". ITIL design coordination "ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics". Depending on the organization's business and service strategy, the rate of service catalog changes for cloud-based offerings could be significantly greater than for traditionally deployed services.
