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Reference and guide to SFIA version 8. Framework status: Development.

#1268 'Service design' is ambiguous and inaccurate: change request pending

'Service design' has come to describe a specific set of processes for conceiving of and validating a service. This subcategory describes service delivery or service level management and should be renamed.

Service design is now a widely used discipline and term in system design. It has spawned many books (see and academic courses (the Royal College of Art offers a respected MA in Service Design). GDS says

Wikipedia says


Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between the service provider and its customers. Service design may function as a way to inform changes to an existing service or create a new service entirely.

The purpose of service design methodologies is to establish best practices for designing services according to both the needs of customers and the competencies and capabilities of service providers. If a successful method of service design is employed, the service will be user-friendly and relevant to the customers, while being sustainable and competitive for the service provider. For this purpose, service design uses methods and tools derived from different disciplines, ranging from ethnography[1][2][3][4] to information and management science[5] to interaction design.[6][7] Service design concepts and ideas are typically portrayed visually, using different representation techniques according to the culture, skill and level of understanding of the stakeholders involved in the service processes (Krucken and Meroni, 2006).

Attached to Service design


What we decided

Deferred - to be considered under the discussion of views.

The SFIA Service Design sub-category emerged from the ITIL alignment for SFIA4,