Module 4 - Service Design Flashcards
What is the objective of service design
- To design services so effectively that only minimal improvement is necessary during their lifecycle
- Improved quality of service
- Improved consistency of service
- Easier implementation of new or changed services
- Improved service alignment
- More effeective Service performance
- Improved IT Governance
- More effective service management and IT processses
- Improved information and decision-making
- Improved alignment with customer values and strategies
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Define the following Service Design “Term of Interest”: Service Provider
a service provider is an organization (internal or external) that provides IT services to one or more customers (internal or external)
What are some of the benefits of a good Service Design
Reduced total cost of ownership
Define the following Service Design “Term of Interest”: Customer
people or departments that negotiate and purchase an IT service
Define the following Service Design “Term of Interest”: User
user or consumer who uses the service
Define the following Service Design “Term of Interest”: Stakeholder
a person, group or entity that has an interest in an organization, project, service etc. and can include customers, users, service providers, suppliers etc.
Define the following Service Design “Term of Interest”: Service Level Agreement (SLA)
an agreement between an IT service provider and a customer. It describes the service, documents service level targets and specifies the responsibilities of both the IT service provider and the customer
Define the following Service Design “Term of Interest”: Operational Level Agreement (OLA)
an agreement between an IT service provider and another part of the same organization. It supports the IT service provider’s delivery of IT services to customers
Define the following Service Design “Term of Interest”: Underpinning contract
a legally binding agreement between two parties
Define the following Service Design “Term of Interest”: Service Design Package (SDP)
a SDP is a document or collection of documents defining all aspects of an IT service and its requirements through each stage of its lifecycle. A service design package is produced for each new iT service and updated for any major change to the IT service, including IT service retirement
What are the contents of a Service Design Package
- Business requirements
- service applicability
- service contracts
- service functional requirements
- service level requirements
- service and operational management requirements
- service design and topology
- organizational readiness assessment
- service programme
- service transition plan
- service operational acceptance plan
- service acceptance criteria
Define the following Service Design “Term of Interest”: availability
the ability of a configuration item (CI) or IT service to perform its agreed function when required. It is determined by Reliability, Maintainability, Serviceability, Performance and Security.
Define the following Service Design “Term of Interest”: Supplier
is a third party responsible for supplying goods or services that are required to deliver IT services
Define the following Service Design “Term of Interest”: Vital Business Function (VBF)
is used to reflect the part of a business process that is critical to the success of the business
What triggers an IT Service Design phase
Business Changes
What are the three things that must be in balance for a new service or when an existing service is re-designed
Resources, Schedules, Functionality
What are the five aspects of Service Design?
- Design of Service Solutions
- Design of Service Management Systems and Tools
- Especially the Service Portfolio
- Design of Technology Architectures and Management Systems
- Design of processes
- Design of Measurement Methods and Metrics of the Service
Describe the following aspect of Service Design: Design of Service Solutions
- focuses on analyzing agreed business requirements
- reviewing existing services
- designing to new requirements
- evaluating alternatives
- agreeing to budgets and expenditures
- ensuring governance and security
- IT readiness
Describe the following aspect of Service Design: Service management systems and tools
All services are added to the Service Portfolio, a critical tool for Service Management and designed within this phase of the lifecycle.
Describe the following aspect of Service Design: Technology Architectures and Management Systems
Focuses on the components organized to accomplish a specific function or set of functions
Describe the following aspect of Service Design: Processes
Focuses on designing appropriate activities to promote specific inputs into specific outputs
Describe the following aspect of Service Design: Measurement Methods and Metrics of the Service
takes into account utility, quality, targets, effectiveness and efficiency, thus ensuring evidence of value and guidance for improvments
What are the possible Service Statuses for a Service currently in the Service Pipeline?
- Requirements
- Definition
- Analysis
- Approved
a service with the following status would be in which service lifecycle phase: Requirements
Service Pipeline
a service with the following status would be in which service lifecycle phase: Defined
Service Pipeline
a service with the following status would be in which service lifecycle phase: Analyzed
Service Pipeline
a service with the following status would be in which service lifecycle phase: Approved
Service Pipeline
a service with the following status would be in which service lifecycle phase: Chartered
Service Catalogue
a service with the following status would be in which service lifecycle phase: Designed
Service Catalogue
a service with the following status would be in which service lifecycle phase: Developed
Service Catalogue
a service with the following status would be in which service lifecycle phase: Built
Service Catalogue
a service with the following status would be in which service lifecycle phase: Tested
Service Catalogue
a service with the following status would be in which service lifecycle phase: Operational/live
Service Catalogue
a service with the following status would be in which service lifecycle phase: Retiring/Retired
Retired Services
What are key groupings and elements for processes?
- Process Control
- Policy
- Owner
- Documentation
- Objectives
- Feedback
- Process
- Inputs
- Activities
- Outputs
- Metrics
- Roles
- Procedures
- Work Instructions
- Improvements
- Process Enablers
- Resources
- Capabilities
During the Design phase constraints should be analyzed. What does the removal of constraints do
Provides additional utility and warranty of the service, and thus higher value for customers
What is Design Coordination
a single point of coordination for all design activities
Describe the Service Catalog Management Process as it relates to Service Design
ensures appropriate catalogs are managed and updated appropriately throughout all phases of service management.
The business Service Catalog details services from a business costumer/user perspective
The IT Service Catalog contains more detailed descriptions of systems and components that comprise a service
What does Capacity Management do
Ensures the appropriate ability to operate is designed into new and updated services
What do the IT Service Continuity Management and Business Continuity Management work together to ensure?
That Vital Business Functions and services are readily available and restored to the needs of the busines in the event of a catastrophic situation
In relation to Service Design, what is the Service Level Management Process responsible for
Negotiating service levels for all services within the Service Catalog
In relation to the Service Design Process, what is the Information Security Management process responsible for
managing enterprise-wide security for all data utilized by the customers and users
In relation to Service Design what is the Supplier management process responsible for
managing all relations and contracts with external suppliers involved with the IT services
What is the only portion of the Service Portfolio that recovers costs or earns profits for the Service Provider
The Service Catalogue
What kind of management is all about building relationships and does the following:
Agree, Monitor, Report, Review
Service Level Management
What is the purpose of Service Level Management
ensure that all current and planned IT services are delivered to agreed achievable targets
The following Objectives are for what:
Define, Document, Agree, Monitor, Measure, Report, Review
Manage the relationship with business and customer in conjunction with business relationship management
Ensure services have specific and measurable targets
Monitor and improve customer satisfaction
Ensure clear IT customers have clear expectations
Improve levels of service when it is cost justifiable
Service Level Management
What are the three ways SLAs are typically structured
- Service-based SLA
- Covers one service, for all the customers of that service
- Customer-based SLA
- An agreement with an individual customer or group, covering all the services they use
- Multi-level SLA
- Combination of SLAs structures to maximize effeciency and reduce duplication.
What are the five main things a Service Level Manager Role does
- Negotiates
- Ensures Targets
- Reviews
- Manages Relationships
- Guides Improvement
In what way does the ServiceLevel Manager interface with Business Relationship Management
BRM ensures that the service provider has a full understanding of the needs and priorities of the business and that customers are appropriately involved/represented in the work of Service Level Management
In what way does the Service Level Manager interface with Service Catalogue Management?
This process provides accurate information about services and their interfaces and dependencies to support determining the SLA framework, identifying customers/business units that need t obe engaged by SLM and to assist SLM in communicating with customers regarding services provided.
In what way does the Service Level Manager interface with Incident Management?
This process provides critical data to SLM to demonstrate performance against many SLA targets, as well as operating with the fulfillment of SLA targets as a Critical Success Factor (CSF). SLM negotiates support-related targets such as target restoration times and then the fulfillment of those targets is embedded into the operation of the incident management process.
In what way does the Service Level Manager interface with Supplier Management?
This process works collaboratively with SLM to define, negotiate, document and agree terms of service with suppliers to support the achievement of commitments made by the service provider in SLAs.
In what way does the Service Level Manager interface with Availability, Capacity, IT Service Continuity and Information Security Management?
These processes contribute to SLM by helping to define service level targets that relate to their area of responsiblity and to validate that the targets are realistic
In what way does the Service Level Manager interface with Financial Management for IT Services
This process works with Service Level Management to validate the predicted cost of delivering the service levels required by the customer to inform their decision-making process and to ensure that actual costs are compared with predicted costs as part of the overall management of the cost effictiveness of the services
In what way does the Service Level Manager interface with Design Coordination?
During the service design stage, this process is responsible for ensuring that the overall service design activities are completed successfully. SLM plays a critical role in this through the development of agreed SLRs and the associated service targets which the new or changed service must be designed to use.
What is the purpose of Availability Management
to ensure the level of availability delivered in all IT services meets the agreed availabilty needs and/or service level targets in a cost-effective and timely manner.
Availability Management is concerned with meeting both the current and future availability needs of the business
What is covered in the scope of availability mangement
When does availability management start
Design, Implementation, measurement, management and improvement of IT service and component availability.
Availability management commences as soon as the availability requirements for an IT service are clear enough to be articulated
All activities within the process are designed to ensure availability. Describe the two “clusters” of activities these can be catagorized as
- Proactive
- incorporated into planning new or changed services
- Reactive
- designed to guide service improvements
- increase ability to quickly restore service in the event of a failure
What are the key components of Availability Management
- Service Availability
- all aspects of service availability and unavailability, including the impact (or potential impact) of component availability and unavailability on a service
- Component Availability
- involves all aspects of component availability and unavailability, even when the service remains available
- Reliability
- # of service failures during a specific period
- Maintainability
- the ability to restore a failed service quickly
- Serviceability
- This includes three aspects (availability, reliability, maintainability)
What is “Mean Time to Restore Service” (MTRS) and what are the steps it’s composed of
This is the reactive activity that occurs when a service fails (an incident)
Detect, Diagnose, Repair, Recover, Restore
Purpose of Capacity Management
Ensure that the capacity of IT services and the IT infrastructure meets the agreed capacity and performance-related requirements in a cost effective and timely manner.
what are the three key sub-processes of Capacity Management
- Business Capacity Management
- translates business needs and plans into requirements for service, ensuring that they are quantified, designed, and implemented in a timely manner
- Service Capacity Management
- controls and predicts end to end performance and capacity of the live, operational IT services, ensuring the performance of all services as agreed
- Component Capacity Management
- controls and predicts performance of individual IT technology components, ensuring that all components within the IT infrastructure are monitored and measured
Purpose of IT Service Continuity Management
to ensure that the IT Service Provider can always provide minimum agreed business continuity-related service levels
What is a Business Impact Analysis (BIA)
This is how loss of service is quantified
could include hard or soft impact such as:
Financial Loss (hard)
soft: public relations, moral, health and safety etc.
Why are Risk Assessment’s conducted and by whom
Conducted by IT Service Continuity Management (ITSCM) to determine the probability that a disastor or other serious interuption will occur
What is the scope of IT Service Continuity Management (ITSCM)
events that the business consider significant enough to be a defined as a disaster
What is the purpose of Information Security Management (ISM)
to align IT security with business security and ensure that the confidentiality, integrity and availability of the organization’s assets, information, data and IT services always matches the agreed needs of the business
What is the objective of Information Security Management (ISM)
to protect the interest of those relying on information, and the systems and communications that deliver the information, from harm resulting from failures of confidentiality, integrity, and availability
Describe the following security objective:
Confidentiality
Information is observed by or disclosed to only those who have a right to know
Describe the following security objective:
integrity
Information is complete, accurate and protected against unauthorized modification
Describe the following security objective:
Availability
Information is available and usable when required, and the systems that provide it can appropriately resist attacks and recover from or prevent failures
Describe the following security objective:
Authenticity and non-repudiation
Business transactions, as well as information exchanges between enterprises, or with partners, can be trusted
purpose of Supplier Management
to obtain value from suppliers and to provide seamless quality of IT service to the business by ensuring that all contracts and agreements with suppliers support the needs of the business and that all suppliers meet their contractual commitments
Scope of Supplier Management
includes management of all suppliers and contracts needed to support the provision of IT services to the business
Each Service Provider should have formal processes for the management of all suppliers and contracts
What are the three categorizations of suppliers
- Strategic
- involve senior management sharing confidential strategic information to facilitate long term plans (high level management/frequent review)
- Tactical
- relationships involving significant commercial activity and business interaction (middle management/regular reviews)
- Operational
- For Suppiers of operational products or services (low middle management / infrequent but regular reviews)
Ideally the Supplier and Contract Management Information System Systems (SCMIS) should be integrated into what?
Either the Configuration Management System (CMS) or the Service Knowledge Management System (SKMS)
Input from which processes could be considered by Service Level Management when negotiating service level agreements (SLAs)?
a. All Other ITIL processes
b. Capacity and availability management only
c. Incident and problem management only
d. Change management, release and deployment management only
a. All other ITIL processes
Which process would assist with the identitification and resolution of any incidents and problems associted with service or component performance
a. Capacity management
b. Supplier management
c. Technology management
d. Change management
a. Capacity management
Which two processes will negotiate and agree the necessary contracts for the provision of recovery capability to support all continuity plans?
a. Service level management and capacity management
b. Supplier management and service level Management
c. IT Service continuity management and service level management
d. IT service continuity management and supplier management
d. IT service continuity management and supplier management
Which of the following are valid elements of a service design package (SDP)?
- Agreed and documented business requirements
- A service definition for transition and operation of the service
- Requirements for new or changed processes
- Metrics to measure the service
a) 1 only
b) 2 and 3 only
c) 1, 2, and 4 only
d) All of the above
d) all of the above
