Framing your design challenge will create a strong basis for the future phases of the development process. In this step you define the challenge, the problems related, the constraints and the requirements.
Following the IDEO process, you should start by defining what problem you are trying to solve, which impact your solution should have, a few first ideas you can think of, determine the context and constraints and formulate a design question. (Check the image for more details)
Applied to Services, the Service Design Toolkit provides 2 templates: one to frame the context (objectives, trends, barriers, promises...) and one to frame the research phase (what do we know or want to know, who are the users, their objectives, emotions... and who are the stakeholders). The second template is there to create a basis for interviews, research, creating a stakeholders map and more.