Service Design Flashcards
What is Service Design
Best practice guidance for the service design state
Service design is responsible for creating designs that?
Ensure quality service delivery, customer satisfaction, and cost-effective service
Objective of Service Design
designed so minimal improvement is required, become more effective over time, design activities can be periodic or exceptions-based
Guiding principles of Design
Identifying, defining, and aligning an IT solution with business requirements
Design should be driven by:
Functional Requirements; service level agreement requirements; business benefits; overall design contraints
Typical SD Package Contents
Requirements; Service Design; Organizational readiness; Service lifecycle plan
What are the five individual aspects of SD?
Service solutions; MIS and tools; Architecture; Processes; metrics
What are the four Ps?
People; Process; Partners; Product
What are the four supporting components of every service?
Infrastructure; Environmental; Data/Information; Applications
What are the four type of measurements applied to the capability and performance of processes?
Progress; compliance; effectiveness; and efficiency
Primary metrics focus on?
Determining the effectiveness and the quality of the solutions provided
Secondary metrics measure?
The efficiency of the processes used to produce and manage the solution
What are the four types of metrics?
Progress; Compliance; Effectiveness; Efficiency
Purpose of Service Level Management?
Ensure all current and planned IT services are delivered to agreed achievable targets 4-33
The SLM management process is focused on?
Tactical and operational activities
