HW IT QA

ISEM570 Homework #2 Service Design

For this assignment use the ITIL V3 Official Introduction pdf found in Module 1

Materials folder.

1. What is the main purpose of Service Design restated from the text, in your own words?

a. The main purpose of the Service Design stage of the lifecycle is the design of new or

changed service for introduction into the live environment. It is important that a holistic

approach to all aspects of design is adopted and that when changing or amending any of

the individual elements of design all other aspects are considered. Thus, when designing

and developing a new application, this shouldn’t be done in isolation, but should also

consider the impact on the overall service, the management systems and tools (e.g. the

Service Portfolio and Catalogue), the architectures, the technology, the Service

Management processes and the necessary measurements and metrics.

2. Name at least 3 Business Values from Service Design.

a. Reduced total cost of ownership

b. Improved quality of service

c. Improved consistency of service

d. Easier implementation of new or changed services

e. Improved service alignment

f. More effective service performance.

3. Identify at least three design process activities and explain.

a. Requirements collection, analysis and engineering to ensure that business requirements

are clearly documented and agreed

b. Design of appropriate services, technology, processes, information and process

measurements to meet business requirements

c. Review and revision of all processes and documents involved in Service Design,

including designs, plans, architectures and policies Liaison with all other design and

planning activities and roles, e.g. solution design

d. Production and maintenance of IT policies and design documents, including designs,

plans, architectures and policies

e. Revision of all design documents and planning for the deployment and implementation of

IT strategies using roadmaps, programs and project plans

f. Risk assessment and management of all design processes and deliverables

g. Ensuring alignment with all corporate and IT strategies and policies.

ISEM570 Homework #2 Service Design

4. A Service Catalog should include these activities (list at least two):

a. Definition of the service

b. Production and maintenance of an accurate Service Catalogue

c. Interfaces, dependencies and consistency between the Service Catalogue and Service

Portfolio

d. Interfaces and dependencies between all services and supporting services within the

Service Catalogue and the CMS

e. Interfaces and dependencies between all services, and supporting components and

Configuration Items (CIs) within the Service Catalogue and the CMS

5. The objectives of Service Level management are (list 2 and explain using external scholarly

references or case studies. Note your references on a separate page at the end.):

a. Define, document, agree, monitor, measure, report and review the level of IT services

provided

b. Provide and improve the relationship and communication with the business and

customers

c. Ensure that specific and measurable targets are developed for all IT services

d. Monitor and improve customer satisfaction with the quality of service delivered

e. Ensure that IT and the customers have a clear and unambiguous expectation of the level

of service to be delivered

f. Ensure that proactive measures to improve the levels of service delivered are

implemented wherever it is cost-justifiable to do so.

6. List three key activities within the SLM process should include. Explain using external scholarly

references or case studies. Note your references on a the references page at the end):

a. Determine, negotiate, document and agree requirements for new or changed services in

SLRs, and manage and review them through the Service Lifecycle into SLAs for

operational services

b. Monitor and measure service performance achievements of all operational services

against targets within SLAs

c. Collate, measure and improve customer satisfaction

d. Produce service reports

e. Conduct service review and instigate improvements within an overall Service

Improvement Program/Plan (SIP)

f. Review and revise SLAs, service scope OLAs, contracts and any other underpinning

agreements

ISEM570 Homework #2 Service Design

g. Develop and document contacts and relationships with the business, customers and

stakeholders

h. Develop, maintain and operate procedures for logging, actioning and resolving all

complaints, and for logging and distributing compliments

i. Log and manage all complaints and compliments

j. Provide the appropriate management information to aid performance management and

demonstrate service achievement

k. Make available and maintain up-to-date SLM document templates and standards.