ITIL Service Design Flashcards
scope of Service Design
services / tools / architecture / processes / methods & metrics
goal of Service Design
To design a new or changed service for introduction into the live environment.
business value of Service Design
1/ reduced TCO 2/ improved quality and consistency of service 3/ more effective Service Management and processes 4/ improved service alignment
4Ps of Service Design
people / partners / products / processes
Service Design Package (SDP)
A document defining all aspects of service and its requirements through each stage of its lifecycle.
When should be an SDP assembled?
During the design stage for each new service, major change or service retirement.
What is a role of service mgt systems and tools?
To ensure that new or changed service is consistent with all other services.
architecture
A structure of system or service, including the relationship of components; a. includes the standards and guidelines that guide the design and evolution of the systém.
4 type of process metrics
progress / compliance / effectiveness / efficiency
processes of Service Design
1/ Design Coordination (není předmětem Foundation) 2/ Service Catalogue M. 3/ Service Level M. 4/ Availability M. 5/ Capacity M. 6/ IT Service Continuity M. 7/ Information Security M. 8/ Supplier M.
Design Coordination
Providing and maintaining a single point of coordination and control for all activities and processes within Service Design stage.
What is the main output of Design Coordination process?
SDP (based on service charters and change requests)
Service Catalogue Management
The purpose of SCM process is to provide a single source of consistent information on all of the agreed services and ensure that is widely available to those who are approved to access it.
service catalogue
A database or structured document with information about all live cycle services, including those available for deployment.
Service Level Management
The process responsible for negotiating SLA, and ensuring that these are met.
