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Itil v3 foundation study guide service design


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ITIL® v3 Foundation Study Guide
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Copyright 2009, taruu LLC

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Itil v3 foundation study guide service design

  1. 1. SERVICE DESIGNabout the design of services and all supportingelements for introduction into the liveenvironment.Copyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  2. 2. BUSINESS VALUE Ensuring that services are aligned with businessobjectives Ensuring that services are able to provide the utilityand warranty required for them to meet the objectivesoutlined during Service Strategy Ensuring that service management systems and toolsare capable of supporting service offerings Ensuring that service-e management processes arecapable of supporting service offerings Ensuring that services are constructed according toagreed architectural standards Ensuring that services are designed so as to beimplemented efficiently Ensuring that services are designed so that theirperformance can be measuredCopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  3. 3. CONCEPTS AND MODELSCopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  4. 4. QUALITY MUST BE BUILT-IN ITIL® stresses the importance of purposefullybuilding quality into IT services, processes, and otheraspects of the Service Management effort. The Service Design lifecycle phase is structured tosupport this emphasis by including processes for clearspecification of quality targets (Service LevelManagement) followed by processes for achieving themajor warranty ingredients of quality: Availability, Capacity, IT Service Continuity, and Security Management. Targeting quality during Service Design ensures thatquality can be delivered during Service Operations.Copyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  5. 5. THE SERVICE CATALOG The Service Catalog is thesubset of the ServicePortfolio which containsservices currently availableto customers and users. The Service Catalog is oftenthe only portion of theService Portfolio visible tocustomers. Typically the ServiceCatalog is implemented as adatabase and is often web-accessible. The Service Catalogcommonly acts as the entryportal for all informationregarding services in thelive environment.Copyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  6. 6. THE FOUR P’S OF SERVICE DESIGNPeople –Humanresources andorganizationalstructuresrequired tosupport theserviceProcesses –ServiceManagementProcessesrequired tosupport theserviceProducts –Technologyand otherinfrastructurerequired tosupport theservicePartners –Third partieswhich provideservicesrequired tosupport theserviceCopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  7. 7. THE FIVE ASPECTS OF SERVICE DESIGNThe new orchangedservice itself –with specialattention toservicerequirementsServiceManagementprocessesrequired tosupport theserviceServiceManagementsystems andtools requiredto support theservice(especially theServicePortfolio)TechnologyArchitecturesused orreferenced bythe serviceMeasurementsystems andmetricsnecessary tounderstand theperformance ofthe serviceCopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  8. 8. SERVICE DESIGN PROCESSESCopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  9. 9. SERVICE CATALOG MANAGEMENT Involves management and control of the Service Catalogwhich contains information about services currentlyavailable to customers for use. Typically such information includes: Features of the service Guidelines for appropriate use of the service Means of accessing the service Pricing information (where relevant) Key contact information Service Level Agreement informationThe Service Catalog Management process is included within the Service Design lifecycle phaseprimarily because design activity typically generates a large volume of documentation andinformation which should be included in the Service Catalog. Associating management of theService Catalog with Service Design makes a good deal of practical sense as it provides a meansof capturing and organizing relevant information about services early on in their lifecycle.Copyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  10. 10. SERVICE LEVEL MANAGEMENT is the process charged with securing and managingagreements between customers and the service providerregarding the levels of performance (utility) and levels ofreliability (warranty) associated with specific services. is part of the Service Design lifecycle phase primarilybecause it provides an opportunity to establishperformance requirements early on so that design workmay be specifically directed to meet such requirements. results in the creation of Service Level Agreements(SLAs) between customers and the provider. Operational Level Agreements (OLA’s) are performanceagreements nearly identical in nature to SLAs except thatthey exist between parts of the service providerorganization specifically for the purpose of supporting‘upstream’ SLAs which require dependable performance bymultiple business units, functions, or teams within theservice provider organizationCopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  11. 11. SLACopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  12. 12. AVAILABILITY MANAGEMENT The Availability Management process is concernedwith management and achievement of agreedavailability requirements as established in ServiceLevel Agreements. In ITIL®, availability is defined as the ability of asystem, service, or configuration item toperform its function when required. Among other things, Availability Management mayassist with: Development of availability Service Level Targets whichmake up part of an overall Service Level Agreement Design of services capable of meeting or exceeding agreedavailability requirements Measurement and monitoring of availability achievements Responses to availability-related incidentsCopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  13. 13. CAPACITY MANAGEMENT Capacity Management is concerned withensuring that cost-effective capacity exists at alltimes which meets or exceeds the agreed needs ofthe business as established in Service LevelAgreements. In ITIL®, capacity is defined as the maximumthroughput a service, system, or device canhandle. ITIL®’s treatment of Capacity Management isdivided into three major activities: Business Capacity Management Service Capacity Management Component Capacity ManagementCapacityPlanning iscarried out top-down!Copyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  14. 14. CAPACITY MANAGEMENT•addresses capacity factors which exist primarily at the business level suchas mergers, acquisitions, plans for new facilities, reductions in force, etc.•Typically, BCM factors are addressed first in the overall CapacityManagement effort.Business Capacity Management (BCM)•addresses capacity factors at the service level.•Business capacity factors in turn drive Service capacity requirements.•The primary task of Service Capacity Management is to translatebusiness capacity factors into capacity requirements for services.Service Capacity Management (SCM)•addresses capacity factors at the level of components or ConfigurationItems.•The primary task of CCM is to translate Service Capacity Managementfactors into capacity requirements for individual components orConfiguration Items.Component Capacity Management (CCM)Copyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  15. 15. IT SERVICE CONTINUITY MANAGEMENTThe IT Service ContinuityManagement process(ITSCM) is responsible forensuring that the IT ServiceProvider can always provideminimum agreed ServiceLevels.ITSCM is largely concernedwith management of risks andwith planning for the recoveryof IT Services in the event ofdisaster.IT Service ContinuityManagement uses techniquessuch as Business ImpactAnalysis (BIA) andManagement of Risk (MOR)and is driven by the largerBusiness ContinuityManagement effort.ITSCM results in theproduction of the IT ServiceContinuity Plan which is anaspect of the overall BusinessContinuity Plan.Copyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  16. 16. IT SECURITY MANAGEMENT is the process concerned with the protection of IT assets(including services) from security threats. is driven the larger security management efforts and policiesof the organization. is charged development and management of the IT SecurityPolicy which is executed and implemented as a part of theAccess Management process in Service Operations. focuses on protection of five basic qualities of informationassets: Confidentiality – Assurance that the asset is only available toappropriate parties Integrity -- Assurance that the asset has not been modified byunauthorized parties Availability -- Assurance that that asset may be utilized whenrequired Authenticity -- Assurance that transactions and the identities ofparties to transactions are genuine Non-Repudiation -- Assurance that transactions, once completed,may not be reversed without approvalCopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  17. 17. SUPPLIER MANAGEMENT is the process charged with obtaining value formoney from third-party suppliers. plays a very similar role to that of Service LevelManagement, but with respect to external suppliersrather than internal suppliers and internal/externalcustomers. is critical to effective design because for nearly all ITorganizations, dependency on external suppliers isincreasingly central to their ability to deliver servicesto their own customers. handles supplier evaluation, contract negotiations,performance reviews, renewals and terminations.Copyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide
  18. 18. END OF SECTIONCopyright2009,taruuLLC::AllRightsReservedITIL®v3FoundationStudyGuide