fi fi em 1/E2017sem 1BIF-6-ISA.pdf hitehall Office G Google Top Secret Comedy c
ID: 3874280 • Letter: F
Question
fi fi em 1/E2017sem 1BIF-6-ISA.pdf hitehall Office G Google Top Secret Comedy c Ticket Information It gan Service design has numerous processes intended to ensure sound engineering of services For this phase of the lifecycle: a) Describe four of the main management processes. (13 marks) Choosing one process, ist and explain the purpose of the inputs and outputs of the process. b) (8 marks) o) State the key performance indicaosfor Tse vice continuity managcment? (4 marks) (Total = 25 marks) Question 4 This question concerns the service transition phase. Critically analyse the service transition phase in terms of adding value to a service. (18 Marks) During the semester, you were part of a team that designed and transitioned a student laptop repair service at LSBU. What issues did the transition phase raise and how (7 Marks) total-25 marks) a) Support your answer with examples b) were they mitigated? Question 5 This question is on the ITIl phase where services go live- Service Operatio Service operation is a multi-dimensional domain for the IT administrator. Critically analyse the service operation phase from the perspective of II continuity and effective manapement 14851 (1).png 1485 1.pngExplanation / Answer
a)Answer:
Service Design covers the fundamentals of designing services and processes. It provides a holistic design approach to help an organization deliver better services. The five key Servicess of service design are:
Service catalog management
Service catalog management ensures that an accurate and up-to-date service catalog is available to all parties authorized to see it. All parts of IT Service Management, as well as customers and users, use the service catalog. Accuracy and availability are essential.
Service catalog management must work closely with service portfolio management as new services move from the pipeline into the catalog and older services are retired. It also helps define how services can be requested and what options are available (gold/silver levels, for instance). The service catalog should document all defined services.
Service level management
The service level management (SLM) process focuses on researching and understanding requirements. Areas include:
Availability management
Availability management ensures that infrastructure, tools, roles etc. are appropriate for the agreed targets. It also works with the design teams to ensure that availability is designed into services.
Part of the process is to identify vital business functions (VBFs) which IT services support. This will help clarify which approach to availability to take:
IT service continuity management
IT service continuity management (ITSCM) focuses on supporting the overall continuity of the business. We define ITSCM as the process responsible for managing risks that could seriously impact IT services.
Risks so serious they could threaten the very survival of the business.
This activity is often referred to as disaster recovery (DR). But, the use of the term ITSCM should show that there is a corresponding business continuity management (BCM) process. ITSCM supports the BCM process.
ITSCM must work closely with BCM to perform risk analysis and business impact analysis (BIA). This analysis determines how different types of disruptions impact the business. The business areas determined to suffer the greatest impact need the most focus from the service continuity teams.
c)Key Performance Indicator (KPI):
->Business Processes with Continuity Agreements
->Gaps in Disaster Preparation
Number of identified gaps in the preparation for disaster events (major threats without any defined counter measures)
->Implementation Duration
Duration from the identification of of a disaster-related risk to the implementation of a suitable continuity mechanism.
->Number of Disaster Practices
Number of disaster practices actually carried out
->Number of identified Shortcomings during Disaster Practices
Number of identified shortcomings in the preparation for disaster events which are identified during practices
Related Questions
Navigate
Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.