ITSDM: A Methodology for IT Services Design

Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


The main international Information Technology Service Management (ITSM) process frameworks such as ITIL V3 and the ISO/IEC 20000-4, includes a service design process as part of their mandatory set of processes. Nevertheless, even with such availability of processes, their used nomenclature, their phase-activity structure, and their granularity level used for their descriptions, are non-standardized. Consequently ITSM academics are faced with a useful but disparate and diffused literature, and ITSM professionals lack suitable step-by-step service design methodologies. In this chapter, we present ITSDM (Information Technology Service Design Methodology), which is elaborated on best practices suggested in ISO/IEC 20000-4 and ITIL v3 design processes with the aim to provide a step-by-step guideline with phases, activities, tasks, roles, controls and input-output artifacts. We illustrate its utilization with a real IT service (Cloud Storage service) that is ready operational in a German Higher Education Institution. We found that ITSDM provided qualitative benefits such as: ease of use, usefulness, compatibility and value. However, given the novelty of this methodology, we encourage for further empirical studies for providing more definitive results.


IT service Service design ISO/IEC 20000-4 ITIL v3 Service science 



This research was developed with the financial support of the Autonomous University of Aguascalientes, Mexico ( (Project PIINF08-2).


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© Springer International Publishing AG 2017

Authors and Affiliations

  1. 1.Department of Information SystemsAutonomous University of AguascalientesAguascalientesMexico
  2. 2.Department of Computing SciencesCarl von Ossietzky University OldenburgOldenburgGermany
  3. 3.School of Computing, Dublin City UniversityDublinIreland
  4. 4.IT Services DepartmentCarl von Ossietzky University OldenburgOldenburgGermany

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