Service Lifecycle Management (Subject) / ITSM Service Design (Lesson)

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• Explain the difference between Proactive Availability Management and Reactive Availability Management .                                Proactive availability management tries actively to ensure a high availability of a service. This contains all activities, which are trying to prevent a service from being unavailable before it is practically unavailable. Reactive availability management is responsible for the monitoring of the availability of a service and the remediation of unavailability
• Explain the difference between Warranty and Utility and provide one example using both terms. Utility describes the functionality offered by a specific service and therefore its technical quality, whereas Warranty describes under which functional quality the service should be performed. Both combined form the overall service quality. For instance, an IT Help Desk Service should provide a password management service, this would be the utility. Warranty would e.g. then further define, that the Help Desk has to be available at least 10 hours a day and may not exceed a response time of 1 hour.
• Name 4 sub-processes of Service Design and explain the goal of two of them in more detail Service Level Management, Capacity Management, IT Service Continuity Management, Service Catalogue Management“   The goal of Service Level Management is to define, document, agree, monitor, measure, report, and review the level of IT services provided. Its importance derives from the fact that services are intangible, heterogeneous, and perishable. Therefore, Service Level Management aims to ensure that current and planned IT services are delivered to the agreed conditions and targets.   The goal of IT Service Continuity Management is to ensure, that a service can always provide at least an agreed minimum level of service even under extremely challenging circumstances. Therefore, it has to produce and maintain a set of continuity plans, perform business impact analysis and conduct regular risk assessment and management exercises.   The goal of Capacity Management is to ensure that the capacity of the IT infrastructure meets the demand of the IT services in place. The infrastructure has to fulfill the agreed SLAs in a cost- and time-effective manner.   The aim of Service Catalogue Management is to provide a single and consistent source of information on the services in operation but also those which are being prepared at the moment, therefore documenting and managing the important information of existing and planned services.
• Name and explain the core aspects of Service Design. People the availability and capability of the people using or supporting the service training needs analysis and budgeting for training are to be considered   Processes new service may require additional processes  (e.g. authorization / procurement services) all processes should be documented with the interfaces in between   identify changes required to existing services   Products the service itself plus the technology and tools used in design or support   Partners specialist suppliers / vendors which are managed through  supplier management process
• Name three SLA Frameworks and describe them briefly. Service-based SLA: • One SLA per service for all customers   Customer-based SLA: • One SLA per customer for all services   Multi-level SLA: •  To achieve a better service-customization for the customer, single SLAs are defined on a corporate-, customer- and service-level.

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