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15 Cards in this Set
- Front
- Back
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What is the purpose of Service Design?
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Design of new services or changes to existing services
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What are the 4 Ps of Service Design?
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People
Processes Products/Technology Partners/Suppliers |
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What are the 5 major aspects of Service Design?
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STAMP
Service solutions Tools and systems for mgmt info Architectures Measurement systems Processes |
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What is the purpose of Service Level Management
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Ensure that all current and planned IT services are delivered to agreed achievable targets
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What are the 3 types of SLA?
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service-based
customer-based multi-level |
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What is the structure of multi-level SLA?
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corporate, customer, service
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What is a SLAM chart?
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SLA Monitoring
Can be used to cover service reports to present the at a glance overview of how achievements measure up against targets. |
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what kinds of Service Catalogs are there?
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2 view (business and technical)
3 view (warehouse, retail, support) |
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What are the 2 basic concepts of Supplier management?
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Underpinning contract
Supplier Categorization |
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What are the key categorizations of suppliers?
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Strategic
Tactical Operational Commodity |
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What are the 5 aspects of Availability?
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Availability
Reliability Maintainability Serviceability Vital Business Functions |
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What are the 2 types of Availability?
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service availability
Component availability |
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What are the 4 vital business functions?
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High availability
Fault tolerance Continuous operation Continuous availability |
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What are the 3 basic concepts of capacity mgmt?
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Balancing
Capacity plan Three-sub processes: business capacity mgmt service capacity mgmt component capacity mgmt |
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What are the IT Service Continuity Mgmt requirements
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Business impact analysis
Risk assessment |
