Service Design

Question 0

What does the Availability Management process measure?

Answer 0

Service availability

Component availability

Question 1

Aspects of service design

Answer 1

Svc solutions design, incl. rqmts
Tool design to manage tools for lifecycle of the svc
Architecture & mgt systems design 
Measurement
Process design

Question 2

Availability definition

Answer 2

Ability of a component or service to perform its agreed function required (i.e., uptime or mtbf)

Question 3

Maintainability

Answer 3

Meantime to restore service

Question 4

Reliability

Answer 4

How long a or component can perform its agreed function without interruption; mean time between system incidents (mtbf+mtrs)

Question 5

Servicability

Answer 5

3rd party availability, reliability, maintainability levels

Question 6

Process owner of availability management

Answer 6

Availability Manager

Question 7

Why is Availability Management in Service Design?

Answer 7

Because it ensures that new services are designed to meet availability requirements

(Also assists in incident/problem processes)

Question 8

Service catalog vs. service portfolio

Answer 8

Catalog = Current
Portfolio = Past, Present, Phuture

Question 9

List the SLA structures

Answer 9

Service-based
Customer-based
Multi-level (corporate, customer, service levels)