Service Design

Service DesignSupplier ManagementIntroductionSupplier Management  aligns with corporate requirements  and other IT and ServiceManagement processes.ObjectivesThe purpose  of Supplier  Management  is to obtain value for money from suppliers and ensure suppliersperform according to the contracts and agreements.Objectives of Supplier Management are:•   Obtain value for money from supplier and contracts.•              Ensure that underpinning contracts and agreements with suppliers are aligned to business needs, support, targetsin SLRs and SLAs.•   Manage relationships with suppliers.•   Manage supplier performance.•              Provide assistance in managing,negotiating and agreeingon the contracts with suppliers.•   Maintain  a supplier  policy  and a supporting &…

Service DesignInformation Security management  IntroductionAvailability is for those who are granted access to the information.  This information should be secure and protected to maintain authenticity.Purpose and ObjectivesThe purpose of Information Security Management is 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 (ISM) ensures that:•              an Information  Security  Policy is implemented,  maintained  and enforced  that fulfills  the  needs  of  the  Business  Security  policy  and  the  requirements  of corporate governance.•              awareness of the need for security within all IT services …

Service DesignIT Service Continuity Management IntroductionThe IT Service Continuity Management process ensures that the required IT facilities can  be  recovered  after  a  disaster  within  the  required  and  agreed  business  time scales.PurposeThe purpose of IT Service Continuity Management (ITSCM)is to support the overall Business   Continuity   Management   process   by   ensuring   that   the   required   IT infrastructure  and  the  IT  service  provision  can  be  recovered  within  required  and agreed upon business timeframes.It plays a role in raising awareness of continuity and recovery requirements,  and to justify  and  implement   Business  Continuity  Management   process  and  Busines…

Service DesignAvailability Management     IntroductionThe Availability  Management  process  ensures  that IT services  consistently  deliver the required level of availability.PurposeAvailability  Management  is a process  that ensures  the availability  of systems  and services matches evolving agreedneeds of the business.  Availability  Management also ensures IT delivers the right levels of service availability.The purpose of Availability Management is to optimize the capability of the IT infrastructure  and  to  support  the  organization  by  delivering  a  cost-effective  and sustained level of availability that enables the business to satisfy its objectives.ObjectivesThe objectives of Availability Management are to:•   Produce and maintain an appropriate and updated Availability Plan.•   Provide advice and g…

Service DesignCapacity Management Purpose and ObjectivesCapacity Managementensures cost justifiable IT capacity exists to meet current and future business needs. Capacity Management also ensures that there is adequate IT capacity to performIT activities and processes, and available capacityis optimized.The purpose of CapacityManagement  is to ensure the current and futurecapacity and performance demands of customer regarding IT service provision are< span style="letter-spacing: .25pt;"> delivered against justifiable costs.Objectives ofCapacity Management include the following:•   Produce and maintain appropriate and updated Capacity Plan.•   Provide advice and guidance on all capacity- and performance-related  issues.•   Ensure serviceperformance meet or exceed agreed targets.•              Assist  with  diagnosis  and  resolution  of  …

Service DesignService Catalog Management  IntroductionAn IT organization should prepare a service catalog that is made accessible to both internal  and  external  parties.    Any  changes  made  to  an  agreed  service  will  be reflected  in the service  catalog  as updated  information.  A Service  Catalog  is also used as a reference material to ensure that services given and rec eived comply with what has been agreed in the Service Strategy phase.Purpose and ObjectivesThe purpose of the service catalog managementprocess is to provide and maintain a single sourceof consistent  information  on all operational  services and thosebeing prepared  to be run operationally,  and to ensure that it is widely available  to those who are authorized to access it.The objectives of ServiceCatalog Management include the following:• …

Service DesignService Level Management IntroductionThe Service Level Managementprocess improves business aligned IT service quality and instigate actions to eliminatepoor service.Purpose and ObjectivesService Level Management  is responsible  forensuring that goals and objectivesof the Service Strategy,Service Design and Service Operation meet internal as well as external targets.The purpose of the SLM processis to ensure that all current and planned IT services are delivered to agreed achievable targets. This is accomplished through a constant cycle  of  negotiating,  agreeing,  monitoring,  reporting  on  and  reviewing  IT  service targets and achievements,  and through instigation  of actions to correct or improve the level of service delivered.The objectives of ServiceLevel Managementare to:•   Define, document,  agree, monitor,measure, report and review the level of ITservi…

Service DesignDesign Coordination                                                                                       IntroductionThe activities  of the service  design  stage are detailed  and complex.  Only through well-coordinated  action  can a service  provider  hope to create  comprehensive  and appropriate designs that will support the achievement of the required business outcomes.Purpose and objectivesThe purpose of the design coordination process is to ensure the goals and objectiv…

Service DesignIntroduction   OverviewService Design is the service lifecycle phase that is responsible for designing appropriate, comprehensive and innovativeIT services.Service Design is the phase in the lifecycle following Service Strategy. In this perspective, Service Design has to meet the objectives of Service Strategy and apply the strategies into the design.PurposeThe purpose  of the service  design  stage  of the lifecycle  is to design  IT services, together with the governing IT practices, processesand policies to realize the service provider's strategy and to facilitate the introduction of these services into supported environments   ensuring  quality  service  delivery,  customer  satisfaction  and  cost- effective service provision.ObjectivesObjectives of Service Design include the following:•              Design…

Service DesignIntroduction                                                                                                    Design Coordination                                                          &nbs…