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23 Cards in this Set
- Front
- Back
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Service Design |
Guides design & development of services , governing practices, & service management processes --> Most concerned w/ defining policies and objectives <-- |
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Service Design consists of which 8 processes? |
1) Design Coordination 2) Service Catalog management 3) Service level management 4) Availability management 5) Capacity management 6) IT service continuity 7) Information Security Management 8) Supplier Management |
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Benefits of Service design...? |
- Reduction in Total cost of ownership - Improved service quality - Smoother implementation of new or changed services - Improved service performance |
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Four P's of Service Design
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1) Partners
2) Products 3) People 4) Process |
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Design Coordination
(Process) |
Ensures consistent and effective design of new or changed IT services
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Service Catalog management
(Process) |
Provides and maintains the service Catalog and ensures those w/ authorization can access it
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Service level management
(Process) |
Responsible for negotiating SLA's, and ensuring those needs are met
--> IT ServiceManagement Processes, Operational Level Agreements, andUnderpinning contracts are included <--- |
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Availability management
(Process) |
Ensures IT infrastructure, processes, tools, roles, are appropriate for agreed SLT and availability -->Responsible for improving all aspects of the Availability of IT services <-- |
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Capacity management
(Process) |
Ensures the capacity of IT services and the IT infrastructure is able to meet capacity & performance related requirements
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IT service continuity
(Process) |
Manages risks that could seriously affect IT services
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Information Security Management
(Process) |
Framework of policy, processes, functions, standards, guidelines, and tools
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Supplier Management
(Process) |
Ensures all contract and agreements w/ suppliers support the needs of the business and that contracts are fulfilled
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Service Catalog
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A database or document with info. about all Live IT services, and those available for deployment
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Service Level Agreement (SLA)
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Agreement b/t customer and IT service provider describing the IT service.
--> may cover multiple IT service or customers <-- |
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Service Level Target (SLT)
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Based on service level requirements, ensures that the IT service is Fit for Purpose (Utility)
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Service Design Tools
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1) Software Design
2) Environmental Design 3) Strategy Design |
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RACI Model
(SD) (CSI) |
Responsible
Accountable Consulted Informed
*Only one person can be accountable (min. 1) |
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Service Solution includes:
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Requirements, resources, and capabilities needed and agreed
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Levels of SLA (3)
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1) Corporate
2) Customer 3) Services |
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Service Level Package
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A definite level of utility and warranty associated with a core service package
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Key aspects of SD = STAMP
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Solution
Tools Architectures Measurements Processes |
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Types of services in Catalog? (2)
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1) Customer Facing
2) Support |
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The service owner
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accountable for ensuring the delivery of the service
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