Service Design

Question 1

Service Design Elevator pitch?

Answer 1

Deliver a new or changed service that provides the desired strategic outcome, including technology advancements and technology-related processes needed to ensure value to provider.

Question 2

8 Processes of SD?

Answer 2

Design Coordination, Service Level MGMT, Service Catalog MGMT, Availability MGMT, Capacity MGMT, Info Sec MGMT, IT Service Continuity MGMT, Supplier MGMT

Question 3

ITIL Definition of Service Design Package?

Answer 3

A collection of documents that provide full details of service, along with expectations and customer requirements at each phase of its life cycle.

Question 4

3 core constraints of SD?

Answer 4

Resources, Schedule, & Functionality…if any 1 of the 3 change then changes must occur to other 2.

Question 5

Design Coordination Elevator Pitch?

Answer 5

“PM”. Provide SPoC to oversee many and varied processes and their activities involved in SD.

Question 6

5 aspects of SD? “STAMP”

Answer 6

Design of: New or changed services, the service portfolio, IT architecture, processes, metrics.

Question 7

STAMP acronym?

Answer 7

Service Solutions for new/changed
MGMT Info systems and tools
Technology/MGMT Architecture
Measure/Methods/Metrics
Processes needed

Question 8

What are 4 “P”s of SD?

Answer 8

People, processes, products, partners.

Question 9

Elevator Pitch for Service Level MGMT?

Answer 9

To ensure that all current planned IT services are delivered to the agreed on, achievable targets through discussion and negotiation.

Question 10

ITIL definition of SLA?

Answer 10

Direct agreement with customer.

Question 11

3 types of SLAs?

Answer 11

Service-based: covers all aspects of service.
Customer based: specific to customer needs, all services for that customer included.
Multi-level: tiered approach, generic SLA then all other services can be using service or customer based SLA

Question 12

ITIL definition for SLR?

Answer 12

specific customer requirement for an aspect of an IT service, objectives.

Question 13

NOC term for ITIL?

Answer 13

IT Ops Bridge

Question 14

ITIL Definition of Service Review?

Answer 14

periodic assessment of the level of service being provided to a customer.

Question 15

Define OLA?

Answer 15

agreement between IT SP and another part of the same organization. Non-contractual

Question 16

ITIL definition of Supplier?

Answer 16

3rd party that plays an essential role in the ability of your SP to offer a service to a customer.

Question 17

Underpinning Contract - definition?

Answer 17

legally binding agreement between IT SP and one of its suppliers.

Question 18

Who do you have an underpinning contract with?

Answer 18

suppliers/3rd party.

Question 19

Who is SLA with?

Answer 19

DIRECT Agreement between IT SP and customer.

Question 20

Who is an OLA with?

Answer 20

Agreement between IT SP and ANOTHER PART OF THE SAME ORG.

Question 21

SLM metrics?

Answer 21

Equipment statistics, number of SLA missed, customer sat.

Question 22

Define Service Catalog?

Answer 22

DB or structured doc with info about all the live IT services, including those available for deployment.

Question 23

Elevator Pitch for Service Catalog MGMT?

Answer 23

Provide and maintain a single source of consistent info for all current and future operational services.

Question 24

2 views of service catalog?

Answer 24

Business SC: What customer sees

Technical SC: Internal, how to make the services run.

Question 25

4 processes in Warranty?

Answer 25

Availability, Capacity, Info Sec MGMT, IT service continuity MGMT.

Question 26

Define availability?

Answer 26

Capability of a service or a system to perform its function when it's needed.

Question 27

Availability MGMT Elevator Pitch?

Answer 27

Deliver the current availability requirements that are defined in the SLA with an eye to future business needs and cost-effective improvements.

Question 28

Define AMIS?

Answer 28

Availability Mgmt INfo System - set of tools, data, and info used to support availability mgmt.

Question 29

Service vs. Component availability def?

Answer 29

a service can be available even when a component of that service is not.

Question 30

Define Reliability?

Answer 30

How long a service can fulfill its purpose w/o an interruption.

Question 31

Maintainability definition?

Answer 31

How quickly the service can be restored in the event of an operation failure, USING INTERNAL RESOURCES.

Question 32

Serviceability definition?

Answer 32

Ability to perform a service restoration USING 3RD PARTY'S RESOURCES via a service contract.

Question 33

MTBF?

Answer 33

Mean time before failure (up to down)

Question 34

MTRS?

Answer 34

Mean time to resolve service.

Question 35

MRBSI?

Answer 35

Mean time between service incidences (down to down)

Question 36

Define VBF

Answer 36

Vital Business Functions (mission critical). Should have following: HA, Fault Tolerance, Continuous Operation/Availability.

Question 37

Capacity Definition?

Answer 37

The max amount of throughput that a configuration item or IT service can deliver.

Question 38

Capacity MGMT elevator pitch?

Answer 38

Make sure capacity of IT services and IT infrastructure are able to meet current and future capacity and performance requirements, in a timely and cost effective manner.

Question 39

Would capacity mgmt concern itself with HR or Air Conditioning?

Answer 39

Yes.

Question 40

3 sub-processes of capacity mgmt?

Answer 40

CBS Component(resource) Cap MGMT Business Capacity MGMT Service Capacity MGMT

Question 41

Component(resource) Cap MGMT

Answer 41

manages and predicts the performance of each individual technology component

Question 42

Business Capacity MGMT

Answer 42

Translates customer requirements into specifications for IT service.

Question 43

Service Capacity MGMT

Answer 43

day to day tactical work load.

Question 44

CMIS (Capacity MGMT Info System)

Answer 44

Set of tools, data, info that is used to support capacity mgmt.

Question 45

Information Security MGMT Elevator Pitch?

Answer 45

Ensure IT security aligns with and meets business security requirements. includes protecting business assets, info, data, and IT services while ensuring CIA triad are met.

Question 46

CIA Triad?

Answer 46

confidentiality, integrity, and availability.

Question 47

IT Service Continuity?

Answer 47

measure of the ability of an org to resolve critical service interruptions.

Question 48

IT Service Continuity Plans?

Answer 48

Defines the steps required to recover IT services.

Question 49

IT Service Continuity Plan Elevator Pitch?

Answer 49

Support business continuity MGMT (BCM) and ensure that IT service providers can provide the agreed-upon level of IT service.

Question 50

Risk Analysis

Answer 50

Assess value of assets, threat levels, vulnerabilities.

Question 51

Risk MGMT

Answer 51

Monitor risk, balance of control, decison making processes.

Question 52

Business Impact Analysis

Answer 52

Identifies financial and operational impact on an outage.

Question 53

Suppliers Definition

Answer 53

3rd party responsible for supplying goods or services that are required to deliver IT service.

Question 54

Elevator Pitch Supplier MGMT

Answer 54

process for OBTAINING VALUE FOR MONEY FROM SUPPLIERS.

Question 55

what is the major output of SD stage?

Answer 55

service design packet

Question 56

Who signs off on underpinning contracts?

Answer 56

supplier mgmt.