The Service Design phase is involved in planning ___, changes to ___, and ensuring they both fulfill service strategy by delivering business objectives
new services
existing services
The Service Design phase includes the design of both ___ and ___, ensuring services provide value
service
service management processes
Successful design depends on taking the ___ to ___
taking to the time to plan ahead
The Service Design phase starts with what?
A customer requirement for a new or changed service
The Service Design phase ends when?
A service matches a need and is ready to be handed over to the transition phase
The Service Design phase must consider how the service will run and be managed when it becomes ___
operational
The purpose of the Service Design phase is to ___ a ___ or a ___ to an ___ that is capable of delivering the required strategic outcome
deliver
new service
change
existing service
The purpose of the Service Design phase is to deliver a new service or change to an existing service that is capable of delivering the ___
required strategic outcome
The purpose of the Service Design phase includes:
the ___ used to deliver the service
technology
The purpose of the Service Design phase includes:
the ___ and ___ to ensure the solution delivers the ___
processes
policies
intended value
The purpose of the Service Design phase includes:
what will be required during the ___ for ___
transition phase
implementation
The purpose of the Service Design phase includes:
how the service will __ when it is operational
perform
The purpose of the Service Design phase includes:
what required to ___ the service
support
The purpose of the Service Design phase includes:
ensuring the service ___ within the ___
runs
allocated budget
The objective of the Service Design phase is to aim to deliver service that will what?
Require very little improvement later
Design activities may be required on a ___
regular basis
The scope of the Service Design phase includes ___ and ___ and meeting those ___ too
current requirements
future needs
requirements
SDP stands for
Service Design Package
A service design package is one or more documents produced during the service design phase that describe __ of the __ throughout its lifecycle
all aspects
service
A service design package contains information that will be used to __ and ___ the service throughout its lifecycle
transition
operate
Typical contents of a SDP:
The ‘4 requirements’ are the
- Original business requirements
- Functional requirements
- Management requirements
- Service level requirements
Typical contents of a SDP:
The ‘3 overhead’ are
- How a service will be used
- Contacts and stakeholders
- Organizational readiness assessment
Typical contents of a SDP:
The ‘3 DPs’ are
- Technical design and documentation
- New or changed processes for support
- Sourcing strategy
Typical contents of a SDP:
The ‘4 servicers’ are
- Service lifecycle plan
- Service program, service transition plan
- Service operational assessment plan
- Service Acceptance Criteria (SAC)
SAC stands for ___
Service acceptance criteria
Service design should take a __ and __ view of the what is required to design and deliver a service
broad
holistic
The 4 key elements of service design are?
People
Processes
Products
Partners
Partners are specialist ___, ___, and __ usually, 3rd party, that provide part of the service
suppliers
manufacturers
vendors
Partners are usually 3rd party and help provide what?
Part of the service
What are the 5 key aspects of service design?
- Service Solutions
- Management Information System & Tools
- Architectures
- Measurement Systems
- Processes
The ‘Service solutions’ key aspect of service design is the ___; the new ___ offered by the service
solution itself
functionality
The ‘Service solutions’ key aspect of service design must ensure that the solution meet requirements and work ___
within the existing services
The ‘Management Information System and Tools’ key aspect of service design ensures that __ or __ services will integrate with ___
new
changed
existing management information systems
A SKMS stands for what and is an example of a what?
Service Knowledge Information System
Management Information System
A SKMS holds details about the service within the ___ and the ___
service portfolio
service catalog
Architecture is the fundamental ___ of a ___ and its __.
organization
system
components
Architecture is the fundamental organization of a system, its ___ and their ___ to ___ and the ___.
components
relationship
each other
environment
Architecture is the fundamental organization of a system and the ___ guiding its ___
principles
design
The development and maintenance of architecture is what?
Architecture design
The ‘Measurement Systems’ key aspect of service design says that design needs to ensure what?
What is being measured meets the requirement
The ‘Processes’ key aspect of service design says __ IT and service management processes through out the lifecycle must be ___,
all
evaluated
Service design does not consider changes to the ___
business strategy
