ITIM (UNIT -2)

Q.28 What is the need of service design phase?

Ans: There are five aspects of design that need to be considered:

 The design of the services, including all of the functional requirements, resources and
capabilities needed and agreed.
 The design of Service Management systems and tools, especially the Service Portfolio, for the
management and control of services through their lifecycle.
 The design of the technology architectures and management systems required to provide the
services.
 The design of the processes needed to design, transition, operate and improve the services, the
architectures and the processes themselves.
 The design of the measurement methods and metrics of the services, the architectures and
their constituent components and the processes.

Q.29 State the objectives of Service Design phase of ITIL

Ans: The three main objectives that provide direction to the processes involved are:

 To convert the strategic objectives defined during Service Strategy into Services and Service
Portfolios.
 To use a holistic approach for design to ensure integrated end-to-end business related
functionality and quality.
 To ensure consistent design standards and conventions are followed in all services and
processes being designed.

Q.30 List and explain the major aspects of service design

Ans: Every time a new service solution is produced, it needs to be checked against each of the other
aspects to ensure that it will integrate and interface with all of the other services in existence.

 There are five major aspects of service design:

1. Service Portfolio
 Service Management systems and tools, especially the Service Portfolio for the
management and control of services through their lifecycle.
2. Service Solutions
 Including all of the functional requirements, resources and capabilities needed and
agreed.
3. Technology architectures
 Technology architectures and management architectures and tools required to provide
the service
4. Processes
  Processes needed to design, transition, operate and improve the service.
5. Measurement systems
 Measurement systems, methods and metrics for the services, the architectures and
their constituent components and the processes.

Q.31 When is a Service Design Package produced and what does it include?

Ans:

 The information contained within a Service Design Package including all aspects of the service
and its requirements is used to provide guidance and structure through all of the subsequent
stages of its lifecycle.
 A Service Design Package is produced for each new IT Service, major Change, or IT Service
Retirement.

Q.32 List various processes of service design. Write the goal of any five.

Ans: The processes included with the Service Design lifecycle phase are:

 Service Level Management (Design)

 Capacity Management
 Availability Management
 IT Service Continuity Management
 Information Security Management
 Supplier Management
 Service Catalogue Management

 Goal of various processes of service design

1. Service Level Management

 o The primary goal of Service Level Management is to ensure that an agreed level of IT
service is provided for all current IT services, and that future services are delivered to
agreed achievable targets.
o It also proactively seeks and implements improvements to the level of service delivered
to customers and users.

2. Supplier Management

o The primary goal of Supplier Management is to manage suppliers and the services they
supply, to provide seamless quality of IT service to the business and ensure that value
for money is obtained.
3. Service Catalogue Management
o The primary goal of Service Catalogue Management is to ensure that a Service
Catalogue is produced, maintained and always contains accurate information on all
operational services and those ready for deployment.

4. Capacity Management

o To ensure the current and future capacity and performance demands of the customer
regarding IT service provision are delivered for in a cost-effective manner.

5. Availability Management

o The primary goal of Availability Management is to ensure that the level of service
availability delivered in all services is matched to or exceeds the current and future
agreed needs of the business in a cost-effective manner.

6. IT Service Continuity Management

o To support the overall Business Continuity Management by ensuring that the required IT
infrastructure and the IT service provision can be recovered within required and agreed
business time scales.

7. Information Security Management

o To align IT security with business security and ensure that information security is
effectively managed in all service and IT Service Management activities.

Q.33 List various processes of service design. Write the goal of:

i. Service Level Management (Design) ii. Capacity Management iii. Availability Management iv. IT
Service Continuity Management v. Information Security Management vi. Supplier Management vii.
Service Catalogue Management
Ans: Refer Question No:32

Q.34 Write the factors on which the service design processes implementation is dependent.

Ans: The level to which the Service Design processes are required to be implemented will depend on
many factors, including:

 The complexity and culture of the organization.

 The relative size, complexity and maturity of the IT infrastructure.
 The type of business and associated customers being served by IT.
 The number of services, customers and end users involved.
 Regulations and compliance factors affecting the business or IT.
 The use of outsourcing and external suppliers for small or large portions of the overall IT Service
Delivery.

Q.35 Write the goal of service level management. What are the tasks carried out by service level
management?

Ans:

 Goal of service level management

 The primary goal of Service Level Management is to ensure that an agreed level of IT
service is provided for all current IT services, and that future services are delivered to
agreed achievable targets.
 It also proactively seeks and implements improvements to the level of service delivered
to customers and users.
 Tasks carried out by service level management
 Designs and plans the SLM process and Service Level Agreement (SLA) Structure;
 Determines the Service Level Requirements (SLRs);
 Negotiates and Agrees upon the relevant Service Level targets with customers to
produce SLAs;
 Negotiates and agrees upon the support elements required by the internal IT groups
and External Suppliers to produce Operational Level Agreements (internal) and
Underpinning Contracts (external)

Q.36 Write the goal of service level management. Explain the following terminologies

i. Service Level Agreement ii. Service catalogue iii. Underpinning contract iv. Operational level
agreement v. Service level requirement

Ans:

 Goal of service level management

  The primary goal of Service Level Management is to ensure that an agreed level of IT
service is provided for all current IT services, and that future services are delivered to
agreed achievable targets.
 It also proactively seeks and implements improvements to the level of service delivered
to customers and users.
 Terminologies
1. Service Level Agreement
 A written agreement between a service provider and their Customers that documents
agreed levels of service for a Service.

2. Service catalogue

 A written statement of available IT services, default levels, options, prices and

identification of which business processes or customers use them.

3. Underpinning contract

 Contract with an external supplier that supports the IT organization in their delivery of
services.

4. Operational level agreement

 Internal agreement with another area of the same organization which supports the IT
service provider in their delivery of services.

5. Service level requirement

 Detailed recording of the Customer’s needs, forming the design criteria for a new or
modified service.

Q.37 With the help of a neat diagram, explain the activities of Service Level Agreements

Ans:

Q.38 What are the important factors considered when choosing the SLA structure?

Ans: The important factors to consider when choosing the SLA structure are:

o Will the SLA structure allow flexibility in the levels of service to be delivered for various
customers?
o Will the SLA structure require much duplication of effort?
o Who will sign the SLAs?
 Three types of SLAs structures that are discussed within ITIL® are Service-based, Customer-
based and Multi-level or Hierarchical SLAs.
  Many different factors will need to be considered when deciding which SLA structure is most
appropriate for an organization to use.

Q.39 What is Service Level Agreement? Explain the different structures of SLA.

Ans: A written agreement between a service provider and their Customers that documents agreed levels
of service for a Service.

Q.40 List the typical contents of SLA

Ans:

Q.41 Write the objectives of Supplier management.

Ans: The objectives of Supplier management are as follows:

 Obtain value for money from supplier and contracts.

 Ensure that underpinning contracts and agreements with suppliers are aligned to business
needs.
 Manage relationships with suppliers.
 Negotiate and agree contracts with suppliers.
 Manage supplier performance.
 Maintain a supplier policy and a supporting Supplier and Contract Database (SCD).

Q.42 With the help of a diagram, explain the roles and interfaces for Supplier Management.

Ans:

Q.43 Write the goal of Supplier management. Explain different types of supplier arrangements.

Ans:

 Goals of the supplier management

  The primary goal of Supplier Management is to manage suppliers and the services they
supply, to provide seamless quality of IT service to the business and ensure that value
for money is obtained.
 Types of supplier arrangements
1. Co-sourcing
o An informal combination of insourcing and outsourcing, using a number of outsourcing
organizations working together to co-source key elements within the lifecycle.

2. Partnership or Multisourcing

o Formal arrangements between two or more organizations to work together to design,

develop transition, maintain, operate, and/or support IT service(s).
o The focus here tends to be on strategic partnerships that leverage critical expertise or
market opportunities.

3. Business Process Outsourcing

o Formal arrangements where an external organization provides and manages the other
organization’s entire business process(es) or functions(s) in a low cost location.
o Common examples are accounting, payroll and call Centre operations.

4. Knowledge Process Outsourcing

o This is a new enhancement of Business Process Outsourcing, where external

organizations provide domain based processes and business expertise rather than just
process expertise and requires advanced analytical and specialized skills from the
outsourcing organization.

5. Application Service Provision

o Where external organizations provide shared computer based services to customer

organizations over a network.
o The complexities and costs of such shared software can be reduced and provided to
organizations that could otherwise not justify the investment.

Q.44 What are the rules of OLA's and UC's?

Ans:

Q.45 What is the purpose of Supplier and Contract Database?

Ans:

Q.46 Why there is need of Service Catalogue management? Explain with suitable example.

Ans:
Q.47 Write the objective and scope of Service Catalogue management.

Ans:

 Objective of Service Catalogue management

 To provide a single source of consistent information for communicating available
services and their associated details, interfaces and dependencies.
 To ensure that it is widely available to those who are approved to access it.
 To enable mechanisms of self help utilizing technology within the Service Catalogue.
 Scope of Service Catalogue management
 The scope of this process is to provide and maintain accurate information on all services
that are being transitioned or have been transitioned to the live environment.
 This includes such tasks as:
o Definition of the service (what is being provided?).
o Production and maintenance of accurate Service Catalogue information.
o Development and maintenance of the interfaces and dependencies between
the Service Catalogue and Service Portfolio, ensuring consistency between the
two items.
o Identification and documentation of the interfaces and dependencies between
all services (and supporting services) within the Service Catalogue and
Configuration Management System (CMS).
o Identification and documentation of the interfaces and dependencies between
all services, supporting components and Configuration Items (CIs) within the
Service Catalogue and the CMS.

Q.48 Write the goal of Service Catalogue management. Explain the following

i. A Business Service Catalogue ii. A Technical Service Catalogue

Ans:

 Goal of Service Catalogue management

 The goal of the Service Catalogue Management process is to ensure that a Service
Catalogue is produced and maintained, containing accurate information on all
operational services and those being prepared to be run operationally.

1. A Business Service Catalogue

 It containing details of all the IT services delivered to the customer, together with
relationships to the business units and the business process that rely on the IT services.
 This is the customer view of the Service Catalogue.

2. A Technical Service Catalogue

  It containing details of all the IT services delivered to the customer, together with
relationships to the supporting services, shared services, components and CIs necessary
to support the provision of the service to the business.
 This should underpin the Business Service Catalogue and not form part of the customer
view.

Q.49 What is the goal of capacity management? List and explain the sub-processes of capacity
management.

Ans:

 Goal of capacity management

 To ensure the current and future capacity and performance demands of the customer
regarding IT service provision are delivered for in a cost-effective manner.
 Sub-Processes of Capacity Management
1. Business Capacity Management
 Manages Capacity to meet future business requirements for IT services .
 Identifies changes occurring in the business to assess how they might impact capacity
and performance of IT services.
 Plans and implements sufficient capacity in an appropriate timescale.
 Should be included in Change Management and Project management activities.

2. Service Capacity Management

 Focuses on managing ongoing service performance as detailed in the Service Level

Agreements.
 Establishes baselines and profiles of use of Services, including all components and
subservices that affect the user experience.

3. Component Capacity Management

  Identifies and manages each of the individual components of the IT Infrastructure e.g.
CPU, memory, disks, network bandwidth, server load.
 Evaluates NEW technology and how it might be leveraged .
 Balances loads across resources for optimal performance of services

Q.50 List and explain various activities of capacity management.

Ans: Activities of capacity management are as follows:

1. Performance Monitoring : Measuring, monitoring, and tuning the performance of IT Infrastructure

components.

2. Demand Management : Short term reactive implementation of strategies considered in Service

Strategy to manage current demand.

3. Application Sizing: Determining the hardware or network capacity to support new or modified
applications and the predicted workload.

4. Modelling: Used to forecast the behavior of the infrastructure under certain conditions. (e.g. if the
number of users doubled, if a network link fails).

5.Tuning : Modifications made for better utilizations of current infrastructure.

6. Storage of Capacity Management Data

7. Capacity Planning

8. Reporting

Figure: Activities of capacity management

Q.51 What is the goal of capacity management? Write the responsibilities of capacity manager.
Ans:

 Goal of capacity management

 To ensure the current and future capacity and performance demands of the customer
regarding IT service provision are delivered for in a cost-effective manner.
 Responsibilities of capacity manager
 Ensure adequate performance and capacity for all IT services .
 Capacity Plan (development and management) .
 Oversee Performance and Capacity monitoring & alerting .
 Report provision and advice

Q.52 What is the goal of availability management? Explain the following terminologies (any five)

iii. Availability iv. Security v. Reliability vi. Resilience vii. Maintainability viii. Serviceability ix. Vital
Business Function

Ans:

 Goal of Availability Management

 The primary goal of Availability Management is to ensure that the level of service
availability delivered in all services is matched to or exceeds the current and future
agreed needs of the business in a cost-effective manner.

1. Availability

 The ability of an IT Service or component to perform its required function at a stated

instant or over a stated period of time.

2. Security

 Services, systems and information should be made available to the authorized users at
the authorized times.

3. Reliability

 Freedom from operational failure.

4. Resilience

 The ability to withstand failure. (e.g. through redundant components)

5. Maintainability

 The ability of an IT component to be retained in or restored to, an operational state.

This will be affected by the skills, knowledge and availability of IT staff, as well various
ITSM tools for detecting and managing disruptions.
 6. Serviceability

 The contractual arrangements made with external suppliers that document their
obligations for supporting the availability of services. Measured by Availability,
Reliability and Maintainability of IT Service and components under control of the
external suppliers.

7. Vital Business Function (VBF)

 The business critical elements of the business process supported by an IT Service.

Typically this will be where more effort and investments will be spent to protect these
vital business functions.

Q.53 Explain the following terms (any six) x. Mean Time Between Failures (MTBF) or Uptime xi. Mean
Time to Restore Service (MTRS) or Downtime xii. Mean Time Between System Incidents (MTBSI)
xiii. Relationships between the above terms xiv. Detection Time xv. Diagnosis Time xvi. Repair Time
xvii. Restoration Time (MTRS) xviii. Restore Point

Ans:

1. Mean Time Between Failures (MTBF) or Uptime

 Average time between the recovery from one incident and the occurrence of the next incident,
relates to the reliability of the service.

2. Mean Time to Restore Service (MTRS) or Downtime

 Average time taken to restore a CI or IT service after a failure.

 Measured from when CI or IT service fails until it is fully restored and delivering its normal
functionality.

3. Mean Time Between System Incidents (MTBSI)

 Average time between the occurrences of two consecutive incidents.

 Sum of the MTRS and MTBF.

4. Relationships between the above terms

 High ratio of MTBF/MTBSI indicates there are many minor faults.

 Low ratio of MTBF/MTBSI indicates there are few major faults.

5. Detection Time

 Time for the service provider to be informed of the fault (reported).

6. Diagnosis Time
  Time for the service provider to respond after diagnosis completed.

7. Repair Time

 Time the service provider restores the components that caused the fault.
 Calculated from diagnosis to recovery time.

8. Restoration Time (MTRS)

 The agreed level of service is restored to the user.

 Calculated from detection to restore point.

9. Restore Point

 The point where the agreed level of service has been restored.

Q.54 What is the goal of availability management? Write the responsibility of availability
management.

Ans:

 Goal of Availability Management

 The primary goal of Availability Management is to ensure that the level of service
availability delivered in all services is matched to or exceeds the current and future
agreed needs of the business in a cost-effective manner.
 Responsibilities of Availability Management
 Ensure adequate availability of all IT services.
 Developing and maintaining an Availability Plan.
 Oversee availability monitoring and improvement of the process.
 Report provision and advice.

Q.55 State the metrics for evaluating the effectiveness and efficiency of Availability Management.

Ans:

Q.56 Write various Key Performance Indicators of Availability Management.

Ans: Key Performance Indicators of Availability Management:

 Percentage reduction in unavailability of services and components.

 Percentage increase in the reliability of services and components.
 Effective review and follow up of all SLA, OLA and UC breaches.
 Percentage improvement in overall end-to-end availability of service.
 Percentage reduction in the number and impact of service breaks.
 Improvement of MTBF  Improvement of MTBSI  Reduction in MTRS
Q57 What is the goal of IT service continuity management? Explain the following terminologies

i. Disaster ii. Business Continuity Management iii. Business Impact Analysis iv. Risk Assessment v.
Scope

Ans:

 Goal of IT service continuity management

 To support the overall Business Continuity Management by ensuring that the required IT
infrastructure and the IT service provision can be recovered within required and agreed
business time scales.
 Terminologies
1. Disaster
 NOT part of daily operational activities and requires a separate system. (Not necessarily
a flood, fire etc. but may be due to a blackout or power problem and the SLAs are in
danger of being breached).

2. Business Continuity Management (BCM)

 Strategies and actions to take place to continue Business Processes in the case of a
disaster. It is essential that the ITSCM strategy is integrated into and a subset of the
BCM strategy.

3. Business Impact Analysis (BIA)

 Quantifies the impact loss of IT service would have on the business.

4. Risk Assessment

 Evaluate Assets, threats and vulnerabilities that exist to business processes, IT services,
IT infrastructure and other assets.

5. Scope

 The scope of IT Service Continuity Management considers all identified critical business
processes and IT service(s) that underpin them.
 This may include IT staff members, hardware, software, essential services and utilities,
critical paper records, courier services, voice services & physical location areas e.g.
offices, data canters etc.

Q.58 List and explain various activities of IT service continuity management.

Ans: Key Activities of IT Service Continuity Management:

1. Performing a Business Impact Analysis (BIA) identifies:

 Critical business processes & Vital Business Functions.

  Potential damage or loss caused by disruption.
 Possible escalations caused by damage or loss.
 Necessary resources required to enable continuity of critical business processes.
 Time constraints for minimum recovery of facilities and services .
 Time constraints for complete recovery of facilities and services.

2. Risk Assessment:

 Gather information on assets (IT infrastructure components).

 Threats from both Internal & external sources (the likelihood of occurring).
 Vulnerabilities (the extent of impact or effect on organization)

Q.59 What is the need of business Impact analysis?

Ans:

Q.60 Explain the following terminologies i. Counter Measures ii. Manual Workaround iii. Gradual
recovery iv. Intermediate Recovery v. Immediate Recovery vi. Reciprocal Arrangement

Ans:

1. Counter Measures

 Measures to prevent or recover from disaster.

2. Manual Workaround

 Using non-IT based solution to overcome IT service disruption.

3. Gradual recovery

 Aka Cold standby (>72hrs to recover from a ‘Disaster’).

4. Intermediate Recovery

 Aka Warm standby (24-72hrs to recover from a ‘Disaster’).

5. Immediate Recovery

 Aka Hot standby (< 24hrs, usually implies 1-2 hrs to recover from a ‘Disaster).

6. Reciprocal Arrangement

 Agreement with another similar sized company to share disaster recovery obligations.
Q.61 List various roles of IT service continuity management process. Write the responsibilities of
each.

Ans: Roles and Responsibilities:

Q.62 What is the goal of Information Security Management? What are the four perspectives of
Information Security Management.

Ans:

 Goal of Information Security Management

 To align IT security with business security and ensure that information security is
effectively managed in all service and IT Service Management activities.
 Four perspectives of Information Security Management
 Organizational – Define security policies and staff awareness of these
 Procedural – Defined procedures used to control security
 Physical – Controls used to protect any physical sites against security incidents
 Technical – Controls used to protect the IT infrastructure against security incidents.

Q.63 Draw and explain the Information Security Management Matrix in performing Gap Analysis.

Ans:

Q.64 What is the goal of Information Security Management? Explain the following terminologies

i. Confidentiality ii. Integrity iii. Availability iv. Security Baseline v. Security Incident

Ans:

 Goal of Information Security Management

 To align IT security with business security and ensure that information security is
effectively managed in all service and IT Service Management activities.
 Terminologies
1. Confidentiality
 Protecting information against unauthorized access and use.
 Examples: Passwords, swipe cards, firewalls.

2. Integrity

 Accuracy, completeness and timeliness of services, data information, systems and

physical locations.
 Examples: Rollback mechanisms, test procedures, audits

3. Availability

 The information should be accessible at any agreed time. This depends on the continuity
provided by the information processing systems.
 Examples: UPS, resilient systems, Service desk hours

4. Security Baseline

 The security level adopted by the IT organization for its own security and from the point
of view of good ‘due diligence’.
 Possible to have multiple baselines.
 Examples: Security access based employee rank/title

5. Security Incident

 Any incident that may interfere with achieving the SLA security requirements;
materialization of a threat.
 Examples: Security Breach or potential weakness