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23 Cards in this Set
- Front
- Back
What are the seven management processes of service design?
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Service Level management
Service Catalog management Availability management Capacity management Supplier management Information Security management IT Service Continuity management |
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Five Aspects of Service Design
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1. new or changed servies
2. service management tools 3. business processes 4. technology architectures 5. measurement systems and metrics |
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A third party provider that is responsible for providing components, supplies, or services required to creat and deliver a service to a customer
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Supplier
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An agreement between a service provider and a customer that defines the key service targets and responsibilities of both parties.
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SLA - Service Level Agreement
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An agreement between the service provider and another area or department of the same organization that assits with the provision of services
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OLA - Operational Level Agreement
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What are the seven Service Design Processes
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Service Catalog management
Information Security management Availability management Capacity management IT Service Continuity management Supplier management Service Level management |
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Establishing a management framework that can initiate and manage information security
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Control
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Supervising and checking compliance with the information security policy
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Evaluate
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Identifying and creating appropriate security measures
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Plan
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Facilitating the use of appropriate procedures, tools, and controls
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Implement
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Improving the implementation of security measures and controls
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Maintain
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Measure and monitor components of the IT infrastructure with limited resources
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Component Capacity Mangement
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Collect information about new processes and service requirements, changes, improvements, and growth in existing services to create future requirements
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Business Capacity Management
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Manage, control, and predict the end-to-end performance and capacity of operational IT service usage and workloads
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Service Capacity Management
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What are the objectives of ISM (4)
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Availability
Confidentiality Integrity Authenticity and nonrepudiation |
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The ISMS consists of five main elements
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Maintain
Plan Control Evaluate Implement |
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Supervising and checking compliance with the information security policy
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ISMS: Evaluate
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Facilitating the use of appropriate procedures, tools and controls
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ISMS: Implement
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Improving the implementation of security measures and controls
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ISMS: Maintain
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Establishing a management framework that can initiate and mange information security.
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ISMS: Control
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Identifying and creating appropriate security measures.
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ISMS: Plan
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ITSCM Lifecycle's four stages
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1. Initiation
2. Requirements and strategy 3. Implementation 4. Ongoing operation |
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Sub processes of Capacity management
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Business, Component, Service
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