itilv3-2011 service design

Siemons Info

ITIL v3 2011- Service Design

Utility

War

rant

yPrice

Service Pipeline

Service Portfolio

Service Catalogue

Retired Services

TM

Service Catalogue Management

Information Security Management

Availability Management

Capacity Management

IT Service Continuity Management

Service Level Management

Design Coordination

Supplier Management

MTBF - Mean time between failuresMTBSI- Mean time between system incidentsMTTR - Mean time to repairMTRS - Mean tme to restore serviceSPOF - Single point of failureFTA - Fault Tree AnalysisCFIA - Component Failure Impact AnalysisPSO - Projected Service Outage

Requirements Engineering

Management of Data and Information

Management of Applications

Component availabilityService availability

AvailabilityReliabilityMaintainabilityServiceability

Business capacity managementService capacity managementComponent capacity management

ISO 27001

Business Continuity Plan

InitiationRequirements & strategyImplementationOngoing operation

ReactiveProactive

Reduncancy

Business Service

Measures

ControlMaintain Plan

Evaluate ImplementIncident

Damage

Control

ThreadPreventionReduction

DetectionRepression

CorrectionRecovery

EvaluationReporting

SuppliersStrategic, Tactical, Operational, Commodity

Utility - Functional requirementsWarranty - Management & operational requirementsLook & feel - Useability requirements

Service basedCustomer basedMulti-level

SLR - Service Level RequirementsSIP - Service Improvement PlanSLA - Service Level AgreementOLA - Operational Level AgreementUC - Underpinning Contract

Management of Data Sources (Data administration)Data- and information technology (Database mgmt)Information processes (Data lifecycle w/ App. Mgmt.)Data standards and policy

Operational, Tactical, Strategic Data

Service Development LifecycleApplication Maintenance (Application portfolio)

Supplier and contract MISSupplier portfolioContract portfolio

Customer facing

Technical ServiceSupporting

PeopleProducts

TechnologyProcesses

PartnersSuppliers

Service Development LifecycleDene and maintain policies & methodsPlan design resources & capabilitiesCoordinate design activitiesManage design risks & issuesImprove service design

For each designPlan individual designsCoordinate individual designsMonitor individual designsReview designs and ensure handover SDP

Service Level Requirements

Service Design Package Service Level Agreement

Operational Level Agreement

Underpinning contract

ImplementAnalyse

MonitorTune

PBA

Warranty

Improvement cycle1. What is the vision?2. Where are we now?3. Where do we want to be?4. How do we get there?5. How can we tell when we have got there?6. How do we keep it going

KPIProgressComplianceEectivenessEciency

PrimarySecondary

Analyze Design Evaluate Procure Develop

Business Impact Analysis