“When we build, let usthink that we build forever.” – John Ruskin
Processes   Service Level Management   Availability Management   Capacity Management   IT Services Continuity Manageme...
Objectives   Set specific and measurable - Targets   Define, document, agree, monitor,    measure, report and review the...
Designing SLA Framework – Available Options   Service-Based SLA:   Customer-Based SLA:   Multi-Level SLA:     Corporat...
Purpose“To optimize the capability of the IT infrastructure and to  support the organization by delivering a cost effectiv...
 Objectives    Availability Plan    Design Availability & validation    Monitoring Av        Provide advise and guida...
PurposeTo ensure the current and future capacity and performance  demands of the customer regarding IT service provision a...
 Objectives    Capacity Plan    Design capacity, monitor and influence     demand    Advise and guidance, CAB member ...
Sub processes include… Business Capacity Management   Service Capacity management   Component Capacity Management
Objectives Aligning IT Security with Business  Security.   Protect information from harm due to    failures of availabil...
The Information Security Management process framework  consists of:   Information Security Policies   Designing Security...
PurposeIs to support the overall BCM process by ensuring that the risks   that could seriously effect IT services are mana...
PLANS   Service Continuity Plan   IT Recovery Plan
Objectives   Obtain value for money   Ensure Underpinning Contracts are aligned to SLA, SLR’s   Manage relationships wi...
 Wholesale  Customer view AND Retail Customer view Supporting   Services view
 Purpose    Ensure the goals and objectives of this stage are     met by providing a ‘spoc’ for coordination and     con...
   Define roles and responsibilities.                                         23
 SFIA   (Skills Framework for Information Age)    Common reference model for the identification of     the skills needed...
Service design
Service design
Service design
Service design
Service design
Service design
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Service design

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  • “ Plausible Deniability”. Plausible – believable, credible
  • Service design

    1. 1. “When we build, let usthink that we build forever.” – John Ruskin
    2. 2. Processes Service Level Management Availability Management Capacity Management IT Services Continuity Management Information Security Management Supplier Management Service Catalogue Management Design CoordinationConcepts 4 P’s RACI Model SFIA (Skills Framework for Information Age)
    3. 3. Objectives Set specific and measurable - Targets Define, document, agree, monitor, measure, report and review the level of IT Services provided. Improve relationship & communication. Monitor and improve - Customer satisfaction Clear ambiguity Reporting SLAM, Service Reviews
    4. 4. Designing SLA Framework – Available Options Service-Based SLA: Customer-Based SLA: Multi-Level SLA:  Corporate Level:  Customer Level:  Service Level:
    5. 5. Purpose“To optimize the capability of the IT infrastructure and to support the organization by delivering a cost effective and sustained level of availability that enables the business to satisfy its objectives”
    6. 6.  Objectives  Availability Plan  Design Availability & validation  Monitoring Av  Provide advise and guidance, CAB member  Addressing Av. Incidents / Diagnosis / Resolution  Improvement  Proactive measures
    7. 7. PurposeTo ensure the current and future capacity and performance demands of the customer regarding IT service provision are delivered against justifiable cost
    8. 8.  Objectives  Capacity Plan  Design capacity, monitor and influence demand  Advise and guidance, CAB member  Addressing Cp. Incidents / Diagnosing / Resolution  Tuning / Sizing activities  Proactive measures
    9. 9. Sub processes include… Business Capacity Management Service Capacity management Component Capacity Management
    10. 10. Objectives Aligning IT Security with Business Security. Protect information from harm due to failures of availability, integrity & confidentiality.
    11. 11. The Information Security Management process framework consists of: Information Security Policies Designing Security Controls
    12. 12. PurposeIs to support the overall BCM process by ensuring that the risks that could seriously effect IT services are managed and the IT service provider can always provide minimum agreed business continuity related service levels
    13. 13. PLANS Service Continuity Plan IT Recovery Plan
    14. 14. Objectives Obtain value for money Ensure Underpinning Contracts are aligned to SLA, SLR’s Manage relationships with vendors Manage Suppliers performance, risk assessment Negotiate and agree contracts with them Maintain a SCMIS, CAB member
    15. 15.  Wholesale Customer view AND Retail Customer view Supporting Services view
    16. 16.  Purpose  Ensure the goals and objectives of this stage are met by providing a ‘spoc’ for coordination and control for all activities and processes within this stage Responsible to produce Service Design Package (SDP) and hand over to Service Transition
    17. 17.  Define roles and responsibilities. 23
    18. 18.  SFIA (Skills Framework for Information Age)  Common reference model for the identification of the skills needed to develop effective IT services, information systems and technology

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