35 multiply proven processes of Service Design

412 pages

35 process templates

10 interface diagrams

9 RACI-matrices

21 checklists

PDF-format

english

€ 100.-

Implement the required processes of Service Design (according to ITIL^® and ISO 20000) with reduced investment in external consulting:

1      Content

2      The novelties within ITIL^® V3 revision 2011

3      Service Lifecycle

4      Service Design

  4.1       Process Overview

  4.2       Interfaces of Service Design

  4.3       Processes within Service Designs

    4.3.1        Service Design Coordination

      4.3.1.1        Interfaces of Service Design Coordination

      4.3.1.2        Organization of Service Design Coordination

      4.3.1.3        Planning of Service Designs

      4.3.1.4        Monitoring of Service Designs

      4.3.1.5        Technical and organizational Service Design

      4.3.1.6        Review des Service Designs

    4.3.2        Service Level Management

      4.3.2.1        Interfaces of Service Level Management

      4.3.2.2        Organization of Service Level Management

      4.3.2.3        Service Level Requirement

      4.3.2.4        Service Level Agreement

      4.3.2.5        Service Approval

      4.3.2.6        Service Level Review and Reporting

    4.3.3        Capacity Management

      4.3.3.1        Interfaces of Capacity Management

      4.3.3.2        Capacity Prognosis

      4.3.3.3        Monitoring of Capacity

      4.3.3.4        Capacity Reporting

    4.3.4        Availability Management

      4.3.4.1        Interfaces of Availability Management

      4.3.4.2        Monitoring of Availability

      4.3.4.3        Availability Test

      4.3.4.4        Availability Reporting

    4.3.5        Risk Management

      4.3.5.1        Interfaces of Risk Management

      4.3.5.2        Risk Analysis from Business Perspective

      4.3.5.3        Risk Analysis from IT Perspective

      4.3.5.4        Risk Prevention Activities

      4.3.5.5        Risk Monitoring and Reporting

    4.3.6        Security Management

      4.3.6.1        Interfaces of Security Management

      4.3.6.2        Implementation of Security Controls

      4.3.6.3        Validation of IT Security

      4.3.6.4        Security Relevant Ocurrences

      4.3.6.5        Security Review and Reporting

    4.3.7        Service Continuity Management

      4.3.7.1        Interfaces of Service Continuity Management

      4.3.7.2        Contingency Planning

      4.3.7.3        Disaster Practice

      4.3.7.4        IT Service Continuity Management Review and Reporting

    4.3.8        Supplier Management

      4.3.8.1        Interfaces of Supplier Management

      4.3.8.2        Organization of Supplier Management

      4.3.8.3        Supplier Evaluation

      4.3.8.4        Creation of Supplier Contracts

      4.3.8.5        Requirement Request

      4.3.8.6        Supplier Selection

      4.3.8.7        Management of the Lifecycle of Supplier Contracts

      4.3.8.8        Supplier Review and Reporting

    4.3.9        Service Catalogue Management

      4.3.9.1        Interfaces of Service Catalogue Management

      4.3.9.2        Service Catalogue Management

5      Glossary

  5.1       Process Documents in Service Design

  5.2       Actions in Service Design

  5.3       Involved Organizational Units in Service Design

  5.4       Involved Roles in Service Design

  5.5       Involved IT Systems in Service Design

6      Responsibility Assignment Matrices (RACI)

  6.1       Responsibility Assignment Matrix Service Design Coordination

  6.2       Responsibility Assignment Matrix Service Level Management

  6.3       Responsibility Assignment Matrix Capacity Management

  6.4       Responsibility Assignment Matrix Availability Management

  6.5       Responsibility Assignment Matrix Risk Management

  6.6       Responsibility Assignment Matrix Security Management

  6.7       Responsibility Assignment Matrix Service Continuity Management

  6.8       Responsibility Assignment Matrix Supplier Management

  6.9       Responsibility Assignment Matrix Service Catalogue Management

7      Checklists for Service Design

  7.1       Checklist Change Request

  7.2       Checklist Incident Reporting

  7.3       Checklist Capacity Prognosis

  7.4       Checklist Capacity Planning

  7.5       Checklist Capacity Reporting

  7.6       Checklist Operational Level Agreement

  7.7       Checklist CSI Register

  7.8       Checklist Service Level Requirement

  7.9       Checklist Service Level Agreement

  7.10     Checklist Service Level Agreement Review

  7.11     Checklist Service Level Report

  7.12     Checklist Service Catalogue

  7.13     Checklist Service Portfolio

  7.14     Checklist Service Design Package

  7.15     Checklist Service Specification

  7.16     Checklist IT Risk Analysis

  7.17     Checklist IT Service Continuity Management Plan

  7.18     Checklist Disaster Practice Protocol

  7.19     Checklist Availability Improvement Planning

  7.20     Checklist Availability Reporting

  7.21     Checklist Underpinning Contract

Per ITSM Discipline

(strategy, design, transition, operation, continual improvement)

• Process index of the respective ITSM discipline

• Interface diagrams

• Main information flows

• Supplemental checklists for the implementation