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ITIL > Service Design > Flashcards

Service Design Flashcards

1
Q

What is the purpose of service design?

A
  • Coordinate Design Activities
  • Policies and Standards-
  • Process quality
  • Forward compatible design
  • Plans
  • Costs
  • Service management system
  • security and resilience
  • efficiency and effort
  • skills and capabilities
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2
Q

What are the Five major aspects of service design?

Holistic Service Design

A
  • Service Solutions - new or changed services, designed using a structured and formal approach and be flexible
  • Management Information Systems and tools (includes service portfolio, skms, cms)
  • Technology architecture and management architectures - Management aspects and Technical aspects of IT infrastructure, all of its components and how they relate to one another.
  • Processes
  • Measurement methods and metrics - provisioning in the business case for necessary resources and following the continual service improvement lifecycle
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3
Q

What are the principles of service design?

A

People - manage, motivate, supervise, train; staff, customers, users etc
processes
products - service, technology, tools
Partners- business partners, suppliers, venders

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4
Q

The service design package is a blueprint to guide __________ __________

A

Service transition

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5
Q

The service design package provides detailed requirements and plans for : (4)

A
  • operating the new or changed service in the live environment
  • continual service improvement
  • ongoing development of the service concerned
  • retiring a service (ensuring no interdependence)
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6
Q

What elements should you cover in your service design package?

A
  • Business Requirements - documented in service strategy and developed in service design.
  • Functional requirements- what its going to give you
  • Operational requirements - warranty; capacity, security, availability, service desk support etc
  • Service level requirements - desired level of warranty- vital to SLA’s;specifying service and quality targets
  • Design topology
  • Organization readiness assessment - covers finance, technology, resources, service provider skills etc
  • Service transition plans - how its build, tested, and deployed
  • Acceptance criteria- for deeming tests to be successful for the new or changed service
  • Service program- covers all stages and draws in all aspects of SDP
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7
Q

What does the design topology consist of in the service design package

A
  • definition of the service
  • hardware, software, applications, tools, network etc
  • All relevant documentation
  • processes measurements and metrics, and reports
  • Supporting products and services
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8
Q 
List a few of the life cycle processes that fall under service design.
Total Processes (9)
A
  • Design Coordination Process
  • Service Catalog Management Process,
  • Service Level Management Process,
  • Service Level Agreement,
  • Operational Level Agreement,
  • Underpinning contract,
  • Service Reviews,
  • Service Improvement Plan
  • Service Level Agreement Structures.
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9
Q

What is the Design Coordination Process?

A

ensure the service design process’s objectives are met by maintaining a single point of coordination and control for all activities within this stage of the life cycle.

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10
Q

How can we meet the objective of the Design Coordination process?

A
  • monitor activities to ensure consistency.
  • Ensure SDPs conform to an agreed template and are acceptable to service transitions.
  • Manage the handover of new or changed service from service strategy to service transition.
  • Service design conforms to strategic, architectural and governance needs.
  • Seek to improve the service design processes in conjunction to the process owners
    view, measure and improve the performance of all service design activities and processes.
  • Create a common framework of service design packages.
  • Support and guide each project through all aspects of the service design activities and processes.
  • Maintain policies, guidelines standards, budgets, models, resources and capabilities for service design activities and processes.
  • Plan, forecast, coordinate, prioritize and schedule resources used.
  • Ensure utility and warranty requirements addressed in service designs along with all other requirements.
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11
Q

What is the purpose of a Service Catalog? ́

A
  • Widely available information on services provided

- Single source of information

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12
Q

What is a Service catalog

A

A database or structured document with information about all live services including those available for deployment.

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13
Q

The service catalog management process has to do the following for Service catalogs?

A
  • Manage the structure and contents of the catalog including keeping accurate information, up to date information and changes to information.
  • Work directly with availability management and security management to authorize users to access this information, specifically what information users need access to. The service catalog should be widely accessible
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14
Q

What factors should be considered in the service catalog management process?

A
  • Developing and maintaining service descriptions.
  • Customer-facing services need to be defined so that only information the customers needs is given.
  • Using language that is appropriate to readers of the catalog.
  • The technical platform on which the catalog will be established. Intranet, document management system or alternative.
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15
Q

What is a simple service catalog?

A
  • straightforward matrix of simple, yet valuable, information.
  • Solid foundation to expand your catalog further.
  • Provides a single source of accurate information in a timely manner.
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16
Q

What are Business or Customer Service Catalog?

A
  • Shows what customers are using which services
  • Enable customers to view other available services
  • Covers more information, including support hours, escalation paths etc
17
Q

What is a Technical or Support Service Catalog?

A
  • Includes specific costs and risks
  • Covers technical infrastructure
  • Covers applications and outsourced services
18
Q

What is the purpose of the service level management process?

A

-to ensure all current and planned IT services are delivered to agreed on, achievable targets

19
Q

What is a service level agreement?

A

a service agreement that is a formal document and should be signed at an appropriately high management level.
- It should be clearly written, and a document that reflects an emotionally mature partnership.

20
Q

What is an Operation Service Level Agreement?

A
  • formal document needing to be signed
  • written agreement between two elements of the service provider organization regarding: key service targets and responsibilities of both parties relating to the services
21
Q

What is an under pinning contract?

A
  • looked after by supplier management
  • Legally binding agreements that conform to contract law and policies
  • May write it in a legal format
22
Q

What should be looked at in a service review for Service Level Management?

A
  • Review performance against targets
  • Consider the impact and cost of breaches
  • Note the actions of subordinate review
  • Look ahead to future plans and their impacts
  • Provide inputs to service improvement plan
  • SLAM charts provide a good visual for achievements vs. target
23
Q

What is a Service Improvement Plan?

A
  • A formal plan to implement improvements to an IT service.

- Should conform to the service providers continual service improvement policy and program.

24
Q

What are the 3 components for a service level agreement structure?

A

Service Based –SLA for each service with the customers using each service.
Customer Based –SLA for each customer, with the services they are using.
Multilayer structure –Corporate layer SLA matters that apply to all customer -> customer layer SLA, services used uniquely to each customer -> Service layer SLA that covers both corporate and customer aspects.

25
Q

What is the purpose of capacity management ?

A

to ensure the capacity of IT services and of the IT infrastructure meets the agreed capacity and performance related requirements in a cost effective and timely manner.

26
Q

What are the 3 subprocesses of capacity management ́

A
  • Business Capacity Management- Capacity management aligned to business plans and strategy, translating requirements into services and infrastructure.
  • Service Capacity Management –Ensure services underpin the business processes and keep in focus end to end performance and operational services.
  • Component Capacity Management –Relies on the information held in the configuration management system.
27
Q

What does a capacity plan include?

A
  • Details of the current and historic levels of resource utilization and service performance
  • Projections for changes in capacity to meet future service needs
  • The assumption on which the plan is founded
  • A set of recommendations based on varying possible scenarios of business development
28
Q

What are the four aspects of availability ?

A.R.M.S

A
  • Availability –The ability of a service to perform its agreed on function when required.
  • Reliability –How long a service or component can perform its function without interruption.
  • Maintainability –How quickly and effectively a service or component can be returned to its agreed functionality after failing.
  • Serviceability –The ability of a supplier to meet the contractual for availability, reliability and maintainability
29
Q

What are reactive activities?

A
  • Monitoring, measuring, reporting and reviewing the current live availability data relating to service components
  • Responding to and assisting with any availability related issues
30
Q

What are Proactive Activities?

A
  • Analyzing reliability and maintainability data and associated trends and taking appropriate action to prevent developing availability issues
  • Employ techniques such as risk analysis, component failure impact analysis and fault tree analysis
  • Producing and maintaining the availability plan
31
Q

What should be done during a Risk Analysis?

A
  • identify all resources and capabilities that enable your services and note where a risk could be found.
  • Analyze weaknesses to measure them, prioritize the vulnerabilities you have found
  • Prioritize on vital business functions
  • Customers decide vital business functions
  • Take steps to remove or mitigate the risks to an acceptable level
32
Q

What is a component failure Impact analysis?

A
  • accurate information on planned and/or live configurations
  • Components Vs. Service that are dependent on them.
33
Q

What is the purpose of IT service continuity management ?

A

to support the overall business continuity management arrangements by managing the risks that could seriously effect critical IT services and to agree on minimum service levels that would apply in contingencies.

34
Q

ITSCM Requires you to do the following:

A
  • Create ITSCM plans to support the BCM plans
  • Participate in business impact assessment
  • Perform risk assessment and management
  • Provide advice and guidance on ITSCM aspects to other areas
  • Implement the agreed on service continuity mechanisms and arrangements
  • Asses the impact on the ITSCM plan of all changes
  • Work with supplier management to negotiate and agree on recovery contracts
35
Q

Information Security Management Process goal is to?

A
  • align IT and business security and to ensure the IT security aspects always match agreed on needs of the business.
36
Q

What is the purpose of Supplier Management

A
  • obtain a seamless quality of service from suppliers.
  • Ensure that suppliers are meeting their contractual obligations
  • Categorize suppliers and contracts and undertake risk assessments
  • Negotiate and manage contracts through the contract lifecycle
  • Maintain relationships with suppliers
37
Q

What are the four supplier categories?

A
  • Strategic –Involves senior managers and the haring of confidential information for long term plans
  • Tactical –Involves significant commercial activity and business interaction
  • Operational –Involved the supply of operational products or services
  • Commodity –Involves the provision of low value and readily available products or service
38
Q

what is a service pipeline?

A

concept that defines the variety ofservicesthat are currently under development in theserviceportfolio

ITIL (7 decks)

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