ITIL Service Design

beef410's version from 2018-11-01 11:58

Service Design

Question Answer
Service DesignPurpose is to deliver new services/amendments-to-existing-services that can deliver the required strategic outcome. Includes the design of the services, their management processes, budget constraints and how it will meet/exceed customer expectations
Service Design PackageRequirements / Service Design / Organizational Readiness Assessment / Service Lifecycle Plan - That which is necessary to constitute a complete design plan.
5 Aspects of Service DesignService Solutions / Management Information System M.I.S. / Tech Architectures(design frameworks that ensure consistency) / Processes / Measurement Methods and Metrics
Supplier CategorizationStrategic / Tactical / Operational / Commodity
Supplier ManagementInvolves all supplier acquisition/renewal/termination management
Design CoordinationTo provide and maintain a single point of coordination and control for all activities and processes within this stage of the service lifecycle.
ITSCMIT Service Continuity Management - For disaster recovery of services. What options for recovery, Immediate, Fast, Intermediate, Gradual

Major Components

Question Answer
Service Catalog ManagementProvides and maintains consistent information on all operational services and those being prepared to run operationally and ensure that this information is widely available to those who are authorized to view it.
Capacity ManagementProduce and maintain an up-to-date plan for management. Assist with diagnosis and resolution of capacity issues. Ensure performance achievements will meet all of their agreed targets.
Availability ManagementProvide advice and guidance to other areas of the business on IT availability, produce up-to-date availability plans, help diagnose and resolve problems.
Supplier ManagementVendor management - Ensuring proper value-for-money is received and that contracts/business-agreements are upheld. SCMIS (Supplier and Contract MIS)
IT Service Continuity ManagementITSCM - Responsible for the continuity of required IT services during disaster or extreme-event level incidents. Less major events are handled by the Incident Management Process
ISMInformation Security Management - Identifies and mitigates information-security risks within the corporate governance framework and provides strategic direction for security objectives.
SLM ProcessService Level Management - Ensuring all current and planned IT services meet SLA requirements using objective measurement. Primarily concerned with Warranty aspects.

Service Level Management (Design)

Question Answer
SIPService Improvement Plan - Formal plan to improve a process or service in the event of an SLA breach.
SLRService Level Requirement - Customer view of what they require from the Service Provider
SLAM ChartSLA Monitoring chart. assists with determining whether or not SLA's are being met.
OLAOrganization Level Agreement also Underpinning Agreements - Ensures support teams/suppliers will help meet SLA targets
SLAIncludes intro, service description, mutual responsibilities(providing auth. to systems), scope, service hours, service availability, customer support info., contacts and escalation policy, security, costs and charging methods
Types of SLAsService(standard service offered to many) / Customer(covers all services needed by a specific customer) / Multilevel(Organization based with inheritance based access to services)

Service Catalog Management (Design)

Question Answer
Service CatalogA database or structured document with information about all live IT services. Includes those available for deployment(ready-to-deploy[new]). It is the only part of the service portfolio published to customers. Contains - Deliverables/Prices/Contacts/Ordering&Requests
Business Service CatalogCustomer facing services
Technical Service CatalogSupport facing services

Availability Management (Design)

Question Answer
AMISAvailability MIS
TermsDowntime / Reliability / Resilience / Response Time / Risk / Vital Business Functions / Serviceability
Process Key ElementsReactive and Proactive activities to manage downtime.
(Uptime)MTBFMean Time Between Failures
(Downtime)MTRSMean Time to Restore Service
MTBSI Mean Time Between System Incidents

Capacity Management (Design)

Question Answer
CMISCapacity Management Information System
TuningCustomize use of resources in the best manner possible. Capacity & Demand balancing.
Service Capacity ManagementMonitoring the capacity of individual services
CapacityMaximum amount of ability an IT service can produce.
Primary ActivitiesPerformance Monitoring, Demand Management, Modeling, Tuning, Application Sizing, Capacity Planning

Information Security Management (Design)

Question Answer
TermsConfidentiality, Risk Management, SMIS Security MIS, Information Security Policy, Threat, Vulnerability.
ISMSInformation Security Management System, guides the development and management of your InfoSec program -- Plan, Implement, Control, Evaluate, Maintain