Term
| Service Design Phase(definition) |
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Definition
| about the design of services adn all supporting elements for introduction into the live enviroment |
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Term
| Business Value of Service Design |
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Definition
| aligned with biz objectives, ensure services profice utility and warranty, tools are capable of support, based on standard architecture, can be implemented efficiently, performace can be measured |
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Term
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Definition
| ITIL stressses the importance of purposefully building quality into IT services, processes, and other aspects fo service management |
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Term
| Service Portfolio (definition) |
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Definition
| contains services currently available to customers and users |
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Term
| Service Catalog (definition) |
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Definition
| subset of portfolio; only portion visible to customers; portal for all information regarding services in the live environment |
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Term
| What are the 4 P's of Service Design |
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Definition
| People, Processes, Products, Partners |
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Term
| What are the 5 aspects of Service Design? |
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Definition
areas with design focus include:
-new or changed services and requirements
-SM required to support the the service
-SM system and tools to support the service
-Technology Architecture used
-Measurements and metrics to understand performance |
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Term
| Service Catalog Management (definition) |
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Definition
manages and controls Service Catalog
-features, guidelines, means of access, pricing, key contacts, SLA |
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Term
| Service Level Management (definition) |
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Definition
| the process charged with securing and managing agreements between customers and the service provider regarding the levels of performance and reliability |
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Term
| Service Level Agreement (SLA definition) |
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Definition
| agreement between customers and the provider |
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Term
| Operational Level Agreements (OLA definition) |
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Definition
| performance agreements nearly identical in nature to SLA except they support upstream SLAs which require dependable performance by multiple business units, functions, or teams within the service provider organization |
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Term
| Availability Management (definition) |
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Definition
| process is concerned with management and achievement of agreed availability requirements as established in the SLA |
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Term
| Availability (definition) |
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Definition
| the ability of a system, service, or configuration item to perform its function when required |
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Term
| Capacity Management (definition) |
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Definition
| concerned with ensuring that cost effective capacity exists at all times which meets or exceeds the agreed needs of the business as established in SLA |
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Term
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Definition
| the maximum throughput a service, system or device can handle |
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Term
| 3 major activities of Capacity Management |
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Definition
| Top Down:Business CM, Service CM, Component CM |
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Term
| Business Capacity Management (definition) |
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Definition
| address factors like mergers, acquisitions, plans for new buildings, etc |
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Term
| Service Capacity Management (definition) |
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Definition
| translates BCM factors in to service level concerns |
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Term
| Component Capacity Management (definition) |
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Definition
| trnaslates SCM factors at the level of components or configuration items |
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Term
| IT Service Continuity Management (ITSCM) |
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Definition
| responsible for ensuring that the IT Service Provider can always provide minimum agreed service levels; D/R |
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Term
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Definition
| uses Business Impact Analysis (BIA) and Management of Risk (MOR) and is driven by BCM |
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Term
| IT Service Continuity Plan |
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Definition
| created by the ITSCM process |
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Term
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Definition
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Term
| IT Security Management (definition) |
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Definition
| the process concerned with the protection of IT assets (including services) from security threats |
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Term
| IT Security Policy (definition) |
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Definition
| created by the IT Security Managment |
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Term
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Definition
| executes and implements Security policy |
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Term
| 5 qualities IT Security Management focuses |
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Definition
| Confidentiality, Integrity, Availablity, authenticity, Non-Repudiation |
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Term
| Supplier Management (purpose) |
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Definition
| process charged with obtaining value for money from third party suppliers |
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Term
| Responsibility of Supplier Managment |
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Definition
| handles supplier evaluations, contract negotiations, performance reviews, renewals and terminations |
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