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ITIL Foundation > Service Design > Flashcards

Service Design Flashcards

1
Q

Service Design Elevator pitch?

A

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.

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2
Q

8 Processes of SD?

A

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

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3
Q

ITIL Definition of Service Design Package?

A

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

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4
Q

3 core constraints of SD?

A

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

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5
Q

Design Coordination Elevator Pitch?

A

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

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6
Q

5 aspects of SD? “STAMP”

A

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

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7
Q

STAMP acronym?

A 
Service Solutions for new/changed
MGMT Info systems and tools
Technology/MGMT Architecture
Measure/Methods/Metrics
Processes needed
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8
Q

What are 4 “P”s of SD?

A

People, processes, products, partners.

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9
Q

Elevator Pitch for Service Level MGMT?

A

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

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10
Q

ITIL definition of SLA?

A

Direct agreement with customer.

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11
Q

3 types of SLAs?

A

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

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12
Q

ITIL definition for SLR?

A

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

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13
Q

NOC term for ITIL?

A

IT Ops Bridge

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14
Q

ITIL Definition of Service Review?

A

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

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15
Q

Define OLA?

A

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

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16
Q

ITIL definition of Supplier?

A

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

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17
Q

Underpinning Contract - definition?

A

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

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18
Q

Who do you have an underpinning contract with?

A

suppliers/3rd party.

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19
Q

Who is SLA with?

A

DIRECT Agreement between IT SP and customer.

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20
Q

Who is an OLA with?

A

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

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21
Q

SLM metrics?

A

Equipment statistics, number of SLA missed, customer sat.

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22
Q

Define Service Catalog?

A

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

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23
Q

Elevator Pitch for Service Catalog MGMT?

A

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

24
Q

2 views of service catalog?

A

Business SC: What customer sees

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

25
Q

4 processes in Warranty?

A

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

26
Q

Define availability?

A

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

27
Q

Availability MGMT Elevator Pitch?

A

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

28
Q

Define AMIS?

A

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

29
Q

Service vs. Component availability def?

A

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

30
Q

Define Reliability?

A

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

31
Q

Maintainability definition?

A

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

32
Q

Serviceability definition?

A

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

33
Q

MTBF?

A

Mean time before failure (up to down)

34
Q

MTRS?

A

Mean time to resolve service.

35
Q

MRBSI?

A

Mean time between service incidences (down to down)

36
Q

Define VBF

A

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

37
Q

Capacity Definition?

A

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

38
Q

Capacity MGMT elevator pitch?

A

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.

39
Q

Would capacity mgmt concern itself with HR or Air Conditioning?

A

Yes.

40
Q

3 sub-processes of capacity mgmt?

A

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

41
Q

Component(resource) Cap MGMT

A

manages and predicts the performance of each individual technology component

42
Q

Business Capacity MGMT

A

Translates customer requirements into specifications for IT service.

43
Q

Service Capacity MGMT

A

day to day tactical work load.

44
Q

CMIS (Capacity MGMT Info System)

A

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

45
Q

Information Security MGMT Elevator Pitch?

A

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.

46
Q

CIA Triad?

A

confidentiality, integrity, and availability.

47
Q

IT Service Continuity?

A

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

48
Q

IT Service Continuity Plans?

A

Defines the steps required to recover IT services.

49
Q

IT Service Continuity Plan Elevator Pitch?

A

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

50
Q

Risk Analysis

A

Assess value of assets, threat levels, vulnerabilities.

51
Q

Risk MGMT

A

Monitor risk, balance of control, decison making processes.

52
Q

Business Impact Analysis

A

Identifies financial and operational impact on an outage.

53
Q

Suppliers Definition

A

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

54
Q

Elevator Pitch Supplier MGMT

A

process for OBTAINING VALUE FOR MONEY FROM SUPPLIERS.

55
Q

what is the major output of SD stage?

A

service design packet

56
Q

Who signs off on underpinning contracts?

A

supplier mgmt.

ITIL Foundation (6 decks)

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