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22 Cards in this Set
- Front
- Back
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Four Ps of Service Design
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People, process, Products, Partners
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Goals of Service Design
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Convert Strategic objectives, use a holistic approach for design, and ensure consistent standards
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Processes of Service Design Lifecycles
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1- Service Level Management
2- Capacity management 3 - Availability 4 - ITSCM 5 - Info Sec 6 - Supplier Mgmt 7 - Service Catalogue |
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OLA (Operational Level Agreement)
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Internal agreement with another area of the same organization
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Different Levels of a SLA
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Corporate, Customer, Service
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Goal of Service Catalogue Mgmt.
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Ensure that a Service Catalogue is produced and available
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Two aspects of a Service Catalogue
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Business Service catalogue
Technical Service catalogue |
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Capacity Mgmt manages:
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- The right capacity
- at the right location, moment, customer, right costs |
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Sub processes of Capacity Mgmt
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Business Capacity Mgmt
Service Capacity Mgmt Component Capacity Mgmt |
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What does Business Capacity Mgmt do?
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Manages capacity to meet future business requirements for IT Services, identifies changes in business
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Activities in Capacity Mgmt.
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Performance Monitoring
Demand Mgmt Application Sizing Modelling Tuning Storing Capacity Mgmt data Reporting Capacity Planning |
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Goal of Availability mgmt.
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Ensure level of availability matches or exceeds what is defined in SLA
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MTBSI =
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MTRS + MTBF
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What is uptime
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MTBF
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What is downtime
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MTRS
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What is IT Service Continuity Mgmt
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Disaster Recovery
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Key Activities of ITSCM
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BIA, Risk Assesment, defining countermeasures
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Goal of Information Security Mgmt.
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Align IT Security with business security, ensure CIA
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Four Perspectives of InfoSec
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Organizational, Procedural, Physical, Technical
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Activities of InfoSec
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Control : Threats -> Incidents -> Damages -> Control
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Measures of InfoSec
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Prevention/Reduction, Detection, Repression, Correction, Evaluation
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InfoSec Security Measure Matrix
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Measures down Y, Perspectives across X
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