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ITIL - Service Management > Service Design > Flashcards

Service Design Flashcards

1
Q

What’s the purpose of Service Design?

A
  • Design services to underpin strategy
  • Design IT processes, practices and policies
  • Ensure services are high quality, cost effective and meet customer needs.
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2
Q

What are the objectives of Service Design?

A
  • Design services that meet business objectives and are supported by inrastructure, applications, environment and data resources.
  • Produce and maintain plans, processes, architecture, frameworks, docuemnts and policies.
  • Develop skills and capability
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3
Q

What’s the value of Service Design?

A

Improved:

  • Quality of services.
  • Alignment of services
  • Governance
  • Performance
  • Decision making.
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4
Q

What’s the four P:s of Service Design?

A

People, partners, process and products

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5
Q

What is Service Design Package?

A

A document defining all aspects of an IT service and its requirements through each stage of its lifecycle.

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6
Q

What’s the purpose of Design Coordination?

A

To coordinate all Service Design processes and activities to make sure they work consistently.

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7
Q

What’s the objectives of Design Coordination?

A
  • Ensure Service Design Package is produced and handed to Service Transition.
  • Improve the effectiveness and efficiencies of activities.
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8
Q

What’s the scope of Design Coordination?

A

The process covers all design activities.

  • Assist and support projects.
  • Coordinate, prioritize and schedule activities.
  • Review, measure and improve activities.
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9
Q

What information does the Service Design Package include and for which stages in the lifecycle?

A

It’s for transition, operation and CSI.

  • Requirements
  • Service Design
  • Metrics
  • Organizational readiness assessment
  • Requirements
  • Service lifecycle plan
  • Service acceptance criteria.
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10
Q

What’s the purpose of Service Catalogue Management (SCM)?

A
  • Be a source and discribe available services to customers and stakeholders.
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11
Q

What’s the objectives of Service Catalogue Managment (SCM)?

A
  • Make sure information in the Service Catalogue is accurate.
  • Ensure the catalogues supports other service management processes.
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12
Q

What’s the two main types of structure of the Service Catalogue?

A
  • Two view catalogue: shows relevant information and hide technical and supporting services
  • Three view catalogue: customers are divided into segments and shown targeted information
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13
Q

What’s the objective of Service Level Management (SLM)?

A

Manage Service Level Agreements (SLA) and Operational Level Agreement (OLA)

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14
Q

What is Service Level Agreement (SLA)?

A

An agreement between an IT service provider and a customer.

  • Documents service targets agreed with the customer
  • Describes the service, targets and reports.
  • Reviewed regularly for relevance.
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15
Q

What is Operational Level Agreement (OLA)?

A

An agreement between an IT service provider and another part of the same organization. It supports the IT service provider’s delivery of IT services to customers and defines the goods of services to be provided and the responsibilities of both parties.

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16
Q

What is an underpinning contract?

A

A legally binding agreement between 2 or more parties. It documents third-party service delivery elements and is managed by supplier management.

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17
Q

What is Service Level Requirements (SLRs)?

A

A customer requirement for an aspect of an IT service. SLRs are based on business objectives and used to negotiate agreed service level targets.

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18
Q

What’s the three types of SLA?

A

Service-based: covers one service and is applied to all customers of that service.
Customer-based: for a single customer, covering all of the services that they use.
Multi-level: implemented with a layered structure to cover different needs such as corporate, customer and service layers.

The Service Level Manager decide which will be most propriate.

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19
Q

What is SLA monitoring chart (SLAM chart)?

A

It’s often color-coded, so customers can see targets met/missed.

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20
Q

What’s Service review?

A

SLM and the customer attends and is held regularly. Agenda includes service performance and changes to requirements. Output is fed into Service Improvement Plans (SIP).

21
Q

What is Service Improvement Plan?

A

A formal plan to implement improvements to a process or IT Service.

22
Q

What’s the purpose of Supplier Management?

A

Responsible for managing external suppliers and services they supply. Also choosing a supplier, getting the right contract and supplier negotiation.

23
Q

What’s the objective of Supplier Management?

A

To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.

24
Q

What are the four supplier categories?

A
  • Strategic: relationships that involve senior managers sharing confidential strategic information to facilitate long-term plans. (senior manager)
  • Tactical: relationships involving commercial activity and business interaction. (middle management)
    Operational: used for supplier of operational products and services (junior operational management).
    Commodity: suppliers that provide low-value and readily products and services.
25
Q

What’s the purpose of Availability management?

A

Ensures the level of service availability meets agreed targets or customer needs in a cost-effective and timely manner.

26
Q

What’s the objective of Availability Management?

A

To define, analyze, plan, measure and improve all aspects of the availability of IT services.

27
Q

What’s reactive activities and proactive activities?

A

Reactive activities such as involvement with incident management. Proactive activities such as designing availability into services.

28
Q

What are the measurements within Availability management?

A
  • Availability: IT service available to customers.
  • Reliability: IT service is available for an agreed period without interruptions. (resilience and redundancy).
  • Maintainability: keep IT service in operation, maintain and restore.
  • Serviceability: third part is responsible for support.
29
Q

What is availability?

A

Ability of an IT service or other configuration item to perform its agreed function when required.

30
Q

What’s reliability?

A

A measurement of how long an IT service or other configuration item can perform its agreed function without interruption.

31
Q

What’s maintainability?

A

A measurement of how quickly and effectively an IT service or other configuration item can be restored to normal working after failure.

32
Q

What’s serviceability?

A

The ability of a third party supplier to meet the terms of its contract. This contractt will include agreed levels of reliability, availability and maintainability for a configuration item.

33
Q

What’s service availability and component availability?

A
  • Service Availability: involves all aspects of service availability and unavailability and the impact of component availability, or unavailbility on service availability.
  • Component availability: involves all aspects of component availability and unavailability.
34
Q

What are the methods within availability management?

A
  • Component Failure Impact Assessment (CFIA): matrix to identify risks and impact of incidents for CI’s.
  • Fault Tree Analysis (FTA): using notation to identify a chain of events that disrupts services.
  • CCTA Risk Analysis and Management Method (CRAMM)
  • System Outage Analysis (SOA): analyses down-time to identify improvement in IT service up time.
35
Q

What’s the objective for Capacity Management?

A
  • Produce a capacity plan.
  • Make sure capacity issues do not affect service.
  • Carry out reactive and proactive activities.
36
Q

What’s the scope for Capacity Management?

A

Track capacity for hardware, software, infrastructure and people.

37
Q

What’s the Capacity Management sub-processes?

A

Business Capacity Management.
Service Capacity Management.
Component Capacity Management.

38
Q

What’s capacity plan and what does it include?

A
  • Current and historic use of IT services and components.
    any issues or improvement activities.
  • Scenarios for levels of business demand.
39
Q

What’s the objective of Information Security Management (ISM)?

A

To ensure the confidentiality, integrity and availability of an organization’s information, data and IT services.

40
Q

What’s confidentiality, integrity and availability?

A
  • Confidentiality: protection of sensitive information.
  • Integrity: safeguarding of the accuracy and completeness of information.
  • Availability: ensuring that information and vital IT services stay available.
41
Q

What’s the information security policy?

A

Organizations need an overall information security policy to direct security acitivity. The policy needs to have managment support and be available to everyone who needs it.

The policy will adress areas such as password control, anti-virus and asset disposal.

42
Q

What’s the purpose of IT Service Continuity Management? (ITSCM)

A

To ensure that the recovery arrangements for IT services are aligned with identified business impacts, risks and needs.
Business Continuity Plans provide information about how quickly services need to be recovered.

43
Q

What’s the four-step process within ITSCM?

A

Initiation, requirements and strategy, implementation, ongoing operation.

44
Q

What are the recovery options considered for?

A
  • People
  • IT services and their CI’s.
  • Critical support services.
  • Critical assets.
45
Q

What is Business Impact Analysis (BIA)?

A

Determines the financial and non-financial effect of service loss. Helps to determine recovery requirements and recovery times.

46
Q

What is Risk assessment?

A

Identifies the level of threat and how vulnerable an organization is. Helps to determine risk responses and risk reduction, based on a risk profile.

47
Q

What’s the objective of complience management?

A

To ensure IT services, processes and systems comply with enterprise policies and legal requirements.

48
Q

What’s the objective of Architecture management?

A

To define a blueprint for the future development of the technological landscape.

ITIL - Service Management (7 decks)

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