Service Design Flashcards
What a service design package
Documents past of the service transition the detail all aspects of the service and its requirements through all stages of the lifecycle
What a service design
Service design designed IT services and the governing IT practices, processes and policies to realize the service provider strategy
What is service acceptance criteria
Set of criteria used to ensure a service meet its expected functionality and quality and the service providers ready to deliver
What is a service level requirements
Customer requirement for an aspect of the service
What is the value to the business of service design
Reduce total cost of ownership, improved service quality consistency alignment governance and performance, improved information and decision-making, improved alignment with customer values and strategies, easier implementation of new or changed services, and more effective service management and IT processes.
What is an agreement
A document that describes the formal understanding between two parties not legally binding unless it forms part of a contract
Contract
A legally binding agreement between two or more parties
What is a service-level agreement
An agreement between IT service provider and a customer; it describes the services, documents service level targets and specifies the responsibilities of the parties
What is an operational level agreement
An agreement between the service provider and other internal units
What is an underpinning contract
A contract between a service provider and an external third-party supplier, underpins one or more SLA’s
How do you implement IT SM
Implementing IT SM is about preparing and planning the effective and efficient use of people, process, product, and partners.
What are the five aspects of service design
Service solutions design, management information systems and tools, technology and management architectures design, measurement methods and metrics design, and process design.
What are the service design processes
Design coordination, service catalog management, service-level management, availability management, capacity management, IT service continuity management, information security management, and supplier management
What is the output of service design
The primary output is the service design package.
For what is the service design package produced
Is produced for new services, major changes, service removals, and changes to the SDP itself a.k.a. version control.
Where does the service design package go
Is passed as input to service transition
What is design coordination
Design coordination ensures service design goals and objectives are met by providing and maintaining a single point of coordination and control for all activities and processes within the stage
What process in service design produces the service design package
Design coordination
What parts of the service lifecycle use design coordination
Service design and continual service improvement
What a service catalog management
Service catalog management provides and maintains a single source of information for all operational services and those being prepared for deployment of the live environment
What are the two service catalog views
Business customer service catalog and technical supporting service catalog
What is service-level management
Service-level management ensures all current and planned IT services are delivered to agreed achievable targets
What are the steps and service-level management activities
Define, negotiate, agree, monitor, report, measure, and review
What are the types of designs of SLA frameworks
Service-based, customer based, and multilevel
Part of the steps in drafting an SLM
Agree on SLR’s and agree on SLA’s and under pending agreements
What type of reports measure SLA’s
SLA monitoring SLAM or Red Amber Green RAG charts
What is a service improvement plan
Service-level management may trigger a service improvement plan as part of continual service improvement service improvement plan is a programmer plan to prioritize improvement actions encompassing services and processes together with impacts and risks
How often should SLA’s be reviewed
At least annually
What is used to monitor and measure the SLM
The warranty processes including availability, capacity, continuity, and security
What are the aspects of the warranty processes
Reactive and proactive
