Service Design

Question 1

What is Design Coordination?

Answer 1

Responsible for being single point of contact for coordination and in control of all activities related to service design.

Question 2

What is Service Level Management (SLM)?

Answer 2

Secures and manages agreements between customer and server provider regarding utility and warranty which leads to SLAs.

Question 3

What is Availability Management?

Answer 3

Management and achievement of agreed-upon availability requirements established in the SLAs.

At a high level many of the best practices for capacity management and availability management are similar enough to be combined, and they become closely coupled.

Question 4

What is Capacity Management?

Answer 4

Ensures cost effective capacity meets or exceeds the business needs. 3 major activities:

• Business Capacity Management (BCM)
• Service Capacity Management (SCM)
• Component Capacity Management (CCM)

Question 5

What is IT Service Continuity Operation?

Answer 5

Ensures that provider can always provide the minimum agreed upon levels of service. Using techniques like Business Impact Analysis and Management of Risk.

Question 6

What is Information Security Management?

Answer 6

Protects 5 basic aspects of information:

• Confidentiality (disclosed to only those who have a right to know)
• Integrity (complete, accurate, and protected against unauthorized modification)
• Availability (available and usable when required)
• Authenticity
• Non-repudiation(information exchanges between enterprises or with partners can be trusted)

its a continuous process that includes:

• Preventive: keep incidents from happening
• Reductive: reduce impact of incidents
• Detective: identify risk/threat asap
• Repressive: work like counterattacks
• Corrective: repair any damage caused by an error or incident.

Question 7

What is Service Catalog Management?

Answer 7

Subset that contains services available to customers and users. Acts as entry portal for all info services in live environment. Should include:

• Service Description
• Categorization and Identification
• Costs
• Supporting Services
• Related Service Requests Types
• Ownership and Accountability
• Escalation Points
• Service Level Agreement (SLA) data

Question 8

What is Supplier Management?

Answer 8

Used to obtain value for money from 3rd party services. Handles supplier evaluation, contract negotiation, performance reviews, renewals and terminations.