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21 Cards in this Set
- Front
- Back
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Service Design Processes
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Service Catalog Managment
Service Level Managment Availability Managment Information Security Managment Supplier Managment Capacity Managment IT Service Conitnity Managment |
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Service Catalog Managment
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Manage informaiton in the service catalog
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Availability Managment
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ensure level of availabilty matches or exceeds business need
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Availablity Formula
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Agreed Service Time-downtime divided by Agreed service time x 100
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Information Security Managment
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Align IT security with business security
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5 Aspects of Service Design
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design of the service solutions
design of the service management systems and tools design of the processes needed desin of the measurment system |
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Service Design Package
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Detals all aspects of the service and its requirments
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4 P's
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People
Process Products Partners about preparing and planning the 4 P's |
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Service Design Concepts
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Supplier
SLA OLA Underpinning Contract |
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Service Portfilo
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designed by service design but managed by service stragety
shows all services through their life cycle |
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Service Level Managment
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ensures that agreed level of IT services is provided for all current and future services
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Service Catalog Managment
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manage information in the service catalog
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Service Catalog Managment Concepts
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Define a service
Hierarchy of service CI Has Business and Technical Catalog |
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Availablity Managment
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produce and mantain availabilty plan
provided guidance and diagnosis |
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Information Security Managment
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align IT security with Business security
CIA: confidentiality, integrity, availability |
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Supplier Managment
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obtain value for money for supplier & contracts
manage relationships and unerpinning contracts |
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Capacity Management
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ensure that cost justificate it capicitgy in all IT areas
managed all capacity and performance related issues |
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3 subm process of Capacity Managment
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Business Capacity
Service Capacity Component Capacity |
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IT Service Continuity Managment
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support overall Business Continuity
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4 stages of IT Service Continuity
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Initiation
Requirements & Strategy Implementation Ongoing Operations |
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Service Design Roles
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Service Design Manager:
Maintains all SDP's Service Level Manager: Negociate SLA and OLA |
