itilv3-2011 service design
DESCRIPTION
ITIL DESIGNTRANSCRIPT
-
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