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ITIL - Five major aspects of Service Design

Service Design
The Service Design phase is concerned predominantly with the design of IT Services, as well as processes, service management systems and tools, service solutions, technology architectures, and measurement systems.

Five major aspects of Service Design are:
1. Service Portfolio: Service Management systems and tools, especially the Service Portfolio for the management and control of services through their lifecycle.
2. Service Solutions: Including all of the functional requirements, resources and capabilities needed and agreed.
3. Technology architectures: Technology architectures and management acchitectures and tools required to provide the service.
4. Processes: Processes needed to design, transition, operate and improve the service.
5. Measurement systems: Measurement systems, methods and metrics for the services, the architectures and their constituent components and the processes.

Processes included with the Service Design lifecycle phase are:
- Service Level Management
- Capacity Management
- Availability Management
- IT Service Continuity Management
- Information Security Management
- Supplier Management
- Service Catalogue Management

= Service Level Management – The primary goal of Service Level Management is to ensure that an agreed level of IT service is provided for all current IT services, and that future services are delivered to agreed achievable targets. It also proactively seeks and implements improvements to the level of service delivered to customers and users.

Service Level Agreement (SLA) - A written agreement between a service provider and their Customers that documents agreed levels of service for a Service.

Service Catalogue - A written statement of available IT services, default levels, options, prices and identification of which business processes or customers use them.

Underpinning Contract (UC) - Contract with an external supplier that supports the IT organization in their delivery of services.

Operational Level Agreement (OLA) - Internal agreement with another area of the same organization which supports the IT service provider in their delivery of services.

Service Level Requirements - Detailed recording of the Customer's needs, forming the design criteria for a new or modified service.

Negotiating and agreeing upon the SLAs and OLAs is the responsibility of Service Level Management.
Supplier Management is responsible for negotiating and agreeing upon UCs with external suppliers.

Which document should be developed first in an organization that is already delivering services?
- Service Catalogue: because we need to define what we are providing first, and then we can map the customer requirements to the Service Catalogue to see what gaps or redundant service exist.

= Supplier Management – The primary goal of Supplier Management is to manage suppliers and the services they supply, to provide seamless quality of IT service to the business and ensure that value for money is obtained.

= Service Catalogue Management – The primary goal of Service Catalogue Management is to ensure that a Service Catalogue is produced, maintained and always contains accurate information on all operational services and those ready for deployment.

There is the Business and Technical Service Catalogue
= Capacity Management – To ensure the current and future capacity and performance demands of the customer regarding IT service provision are delivered for in a cost-effective manner.
It is about finding the right balance between resources and capabilities, and demand.

Capacity Management consists of these main activities:
- Performance Monitoring – Measuring, monitoring, and tuning the performance of IT infrastructure components.
- Demand Management – Short term reactive implementation of strategies considered in Service Strategy to manage current demand.
- Application Sizing – Determining the hardware or network capacity to support new or modified applications and the predicted workload.
- Modelling – Used to forecast the behavior of the infrastructure under certain conditions
- Tuning – Modifications made for better utilizations of current infrastructure
- Storage of Capacity Management Data
- Capacity Planning
- Reporting

= Availability Management – The primary goal of Availability Management is to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business in a cost-effective manner.

Mean time between Failures (MTBF) or uptime – Average time between the recovery from on incident and the occurrence of the next incident, relates to the reliability of the service.

Mean time to Restore Service (MTRS) or downtime – Average time taken to restore a CI or IT service after a failure.
Mean time between System Incidents (MTBSI) – Average time between the occurrence of two consecutive incidents. Sum of the MTRS and MTBF.

= IT Service Continuity Management – To support the overall Business Continuity Management by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed business time scales. Often referred to as Disaster Recovery planning.

= Information Security Management – To align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities.

Information Security Management must consider the following four perspectives:
- Organizational – Define security policies and staff awareness of these
- Procedural – Defined procedures used to control security
- Physical – Controls used to protect any physical sites against security incidents
- Technical – Controls used to protect the IT infrastructure against security incidents

Which ITIL process analyzes threats and dependencies to IT Services as part of the decision regarding “countermeasures” to be implemented?
- IT Service Continuity Management

What is the name of the activity within the Capacity Management process whose purpose is to predict the future capacity requirements of new and changed services?
- Application Sizing

In which ITIL process are negotiations held with the customer about the availability and capacity levels to be provided?
- Service Level Management

Which of the following activities is Service Level Management responsible for?
- Identifying customer needs

Which process reviews Operational Level Agreements (OLAs) on a regular basis?
- Service Level Management

What is another term for Uptime?
- Mean Time Between Failures (MTBF)

Which of the following is an activity of IT Service Continuity Management?
- documenting the fallback arrangements

The 3 types of Service Level Agreements structures are:
- Customer based, service base, multi-level based