Service Design

Question 0

Name 5 aspects of service design

Answer 0

STAMP
Service solutions for new or changed services
Management information systems and tools
Technology and management architectures
Processes
Measurement methods and metrics

Question 1

What is the purpose of service design?

Answer 1

To ensure new or changed services are designed to meet the changing requirements of the business.

Question 2

What are the 4 P’s of service design

Answer 2

People
Products
Processes
Partners

Question 3

What is a service design package (SDP)

Answer 3

Defines all aspects of an IT service and its requirements through each stage of its life cycle. An SDP is produced for each new IT service, make change, or IT service retirement

Question 4

What are the key processes of service design

Answer 4

Design coordination 
Service catalogue management 
Service level management 
Availability management 
Capacity management 
Service continuity management 
Information security management 
Supplier management

Question 5

Purpose of design coordination

Answer 5

Ensure goals and objectives I’d the design stage are met. Single point of coordination and control for all design activities and processes.

Question 6

What is service catalogue management

Answer 6

Provides a central source of information on the services delivered to the business, ensuring that business areas can view an accurate, consistent picture of the services available, their details and status.

Question 7

What is a service level agreement

Answer 7

Agreement between service provider and a customer that describes the service, documents service level targets, and specifies the responsibilities of the provider and customer.

Question 8

Describe the purpose of service level management

Answer 8

Negotiates, agrees, and documents appropriate service targets with the business in service level agreements (SLAs).

Question 9

Purpose of availability management

Answer 9

Provide a point of focus and management for all availability related issues that apply to services, components, and resources. Ensures availability targets are measured and achieved.

Question 10

What are the two aspects of availability management

Answer 10

Reactive - monitoring, measuring, analysis, and management of events, incidents, and problems concerning availability is a service

Proactive - proactive planning, design, recommendation and improvement of availability

Question 11

Describe the purpose of capacity management

Answer 11

Provide focus and management for all capacity and performance related issues and to match the capacity of IT to the agreed business demands.

Question 12

What process is the CMIS located in

Answer 12

Capacity management

Question 13

What is a CMIS used for

Answer 13

Information contained within us stored and analyzed for the provision of technical and management reports, including the capacity plan.

Question 14

What is the purpose of continuity management

Answer 14

Maintain the appropriate ongoing recovery capability within the service to match the agreed needs, requirements, and timescales of the business.

Question 15

What is information security management responsible for

Answer 15

To align it security with business Security and ensure that information security is effectively managed in all service and service management activities

Question 16

What 4 things does information security management provide

Answer 16

Availability -information is available and usable when required

Confidentiality - information observed by our disclosed to only those who have a right to know

Integrity - information is complete, accurate, and protected against unauthorized modification

Authenticity and non repudiation - transactions can be trusted

Question 17

Purpose of supplier management

Answer 17

To obtain value for money from suppliers and to ensure that suppliers perform to the targets contained within their contacts and agreements.