3 Service Design
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Service Design
Service Service Design Design What is Service Design? The design of appropriate and innovative IT services,
including
their
architectures,
processes, policies and documentation, to meet current
and
future
agreed
business
requirements
Service Design stage of the lifecycle starts with a set of new or changed business requirements and ends with the development of a service solution designed to meet the documented needs of the business
Service Service Design Design
Service Service Design Design Five major aspects of Service Design
•
The design of new or changed services
•
The design of the Service Portfolio, including the Service Catalog
•
The design of the technology architecture and management systems
•
The design of the processes
•
The design of measurement systems, methods and metrics
Service Service Design Design SD lifecycle - Inputs and Outputs
Service Service Design Design Key concepts Service Design Package •
Details all aspects of a service through all stages of its lifecycle
•
Requirements
•
Service Functional / Level / Operational Management Requirements
•
•
Service Design and Topology
•
Organizational Readiness Assessment
•
Service Lifecycle Strategy
The SDP is passed from Service Design to Service Transition for implementation
Service Service Design Design Processes •
Service Catalog Management
•
Service Level Management
•
Availability Management
•
Information Security Management
•
Supplier Management
•
Capacity Management
•
IT Service Continuity Management
Service Catalog Management
Service Design – Service Catalog Management Objectives
• Create and manage an accurate Service Catalog • Provide
a single source of consistent information on
all agreed services and ensure that it is widely available to those that are approved to access it
• Ensure
that a Service Catalog is produced and
maintained containing accurate information on all operational services and those being prepared to run operationally
Service Design – Service Catalog Management Basic concepts
•
The Service Catalog - Part of the Service Portfolio - Details of all operational services and those being prepared for transition
•
Business Service Catalog - Details of all the IT services delivered to the customers, together with relationships to business units and business process that rely upon the IT services - Visible to the customer
•
Technical Service Catalog - Details of all the supporting services, together with the relationships to supporting services, shared services, components and CI’s necessary to support the provision of the service to the business - Not usually visible to the customer
Service Design – Service Catalog Management
Service Design – Service Catalog Management Roles Service Catalog Manager •
Produce and maintain the service catalog
•
Ensure all operational services and those being prepared for operational running are recorded
•
Ensure all information in the Service Catalog is accurate and up to date
•
Ensure all the information is consistent with the information in the Service Portfolio
•
Ensure all information is adequately protected and backed-up
Service Level Management
Service Design – Service Level Management Objectives
• Negotiate, agree and document service levels
• Measure, report and improve service levels
• Communicate with business and customers
Service Design – Service Level Management Scope • Ensure quality of service match expectations • Existing services • Requirements for new or changed services • Expectations and perception of the business, customers and users
Service Design – Service Level Management Definitions •
SLA – A contract between the Service Provider (IT Organization) and the Customer that articulates the detail of which services are to be delivered along with the quality, performance and availability.
•
Operational Level Agreement (OLA) – Document to support the SLA agreed with the Internal Departments
•
Underpinning Contract (UC) – Document to support the SLA agreed with the External service providers / suppliers to delivery of one or more components of the end-toend service.
•
Service Catalog – The details of range of services that an IT Organization can deliver and different levels of service that are available to the customer. (Technical and Business Service Catalog)
•
Service Improvement Program (SIP) – An initiative to improve the performance of a delivering services.
•
Service Level Requirements (SLR) – Provides the details of list of services that are required by the customer.
Service Design – Service Level Management Structure of SLM
Customers
Customer
Customer
Customer
SLA / SLC
IT Service
IT Service Department IT System
IT System
OLA Maintenance And Supplier
Internal
UC
External
Service Design – Service Level Management Activities •
Design SLA frameworks
•
Identify Service Level Requirements ( SLR’s ) - Agree and document Operational Level Agreement ( OLA’s )and Underpinning Contracts
•
Monitor service performance against SLA
•
Measure and improve Customer Satisfaction
•
Review and revise underpinning agreements and service scope
•
Produce service reports
•
Conduct service reviews and instigate improvements
•
Review and revise SLA’s, OLA’s and UC’s
•
Develop contacts and relationships
•
Manage complaints and compliments
Service Design – Service Level Management Roles Service Level Manager •
Process Owner
•
Understand Customers
•
Create and maintain SLA’ s and OLA’ s
•
Review and reporting
•
Ensure that changes are assessed for impact on service levels
Service Design – Service Level Management Key Metrics
•
Number and % of targets being met
• Number and severity of service breaches • Number and % of up to date SLA’s • Number of services with timely reports and service reviews • Improvements in Customer Satisfaction
Service Design – Service Level Management Process Interfaces
•
Service Portfolio Management
•
Service Catalog Management
•
Supplier Management
•
Availability Management, Capacity Management and ITSCM
•
Service Knowledge Management
•
Continuous Service Improvement
•
All other service management processes to agree and document required customer outcomes
Availability Management
Service Design – Availability Management Objectives
•
Ensure agreed level of availability is provided
•
Continually optimize and improve the availability of IT
infrastructure,
Services
and
supporting
organization
•
Provide cost effective availability improvements that can deliver business and customer benefits
•
Produce and maintain an availability plan
Service Design – Availability Management Definitions •
Availability – Is the ability of an IT Service or component to perform its required function at a stated instant or over a stated period of time
•
Reliability – The reliability of an IT Service can be qualitatively stated as freedom from operational failure
•
Maintainability - The ability of an IT Infrastructure component to be retained in, or restored to, an operational state
•
Serviceability (external) – A contractual term used to define the support to be received from the external supplier in which they will support in case of unavailability of one or more services
•
Resilience – The ability of a component or service to keep running, where one or more components have failed.
•
Vital Business Function – Ensure that the primary function / deliverables of a specific service should be available
Service Design – Availability Management Activities •
Determining Availability requirements from the business and designing the availability criteria
•
Defining targets for the Availability, Maintainability and Reliability of the IT infrastructure components
•
Monitoring and Reporting Availability, Maintainability and Reliability of IT services and components
•
Producing and Maintaining an availability plan
Service Design – Availability Management Unavailability Lifecycle MTRS = Mean Time To Restore Service (Downtime)=> MAINTAINABILITY OR SERVICEABILITY
Incident
Incident MTBF= Mean Time Between Failures (Uptime)=> AVAILABILITY
MTBSI = Mean Time Between System Incidents = RELIABILITY
Time
Service Design – Availability Management Calculating availability Time Agreed to = Hours of Operations as per SLA Downtime = Outage as reported by Incident Management Actual Time = Time Agreed to – Downtime
% Availability =
Time Actually Available
Time Agreed to
X100
Service Design – Availability Management Roles Service Level Manager •
Process Owner
•
Ensure services deliver agreed levels of availability
•
Creation and maintenance of an availability plan
•
Assessing changes
•
Monitoring and reporting availability
•
Proactive improvement of service availability and optimization of the IT infrastructure to optimize costs
•
Assisting with investigation and diagnosis of incidents and problems which cause availability issues
Information Security Management
Service Design – Information Security Management Objectives • To protect the interests of those relying on information • To protect the systems and communication that deliver the information • Specifically related to harm resulting from failures of : - Availability - Confidentiality - Integrity
Service Design – Information Security Management Definitions •
Availability – Information is available and usable when required, and the systems that provide it can appropriately resist attacks and recover from or prevent failures
•
Confidentiality – Information is observed by or disclosed to only those who have a right to know
•
Integrity - Information is complete, accurate and protected against unauthorized modification
Service Design – Information Security Management Roles Security Manager •
Process Owner
•
Develop and maintain Information Security Policy
•
Communicate and publicize security awareness and policy
•
Perform security analysis and risk management
•
Monitor and manage security breaches and incidents
Supplier Management
Service Design – Supplier Management Objectives • Manage supplier relationship and performance • Negotiate and agree contracts with SLM liaison • Manage contracts throughout their lifecycle • Maintain a supplier policy and a supporting Supplier and Contract Database (SCD)
Service Design – Supplier Management Activities • Ensure the UC and OLA with suppliers are aligned to business needs and support and align with targets in SLR’s and SLA’s, in conjunction with SLM •
Manage relationship with suppliers
•
Manage supplier performance
•
Negotiate and agree contracts with suppliers and manage them through their lifecycle
•
Maintain a supplier policy and a supporting Supplier and Contract Database (SCB)
Service Design – Supplier Management Supplier srategy & policy
Service knowledge Management system (SKMS) Evaluation of new suppliers & controls Establish new suppliers & contracts Supplier categorization & maintanenance of SCD
Supplier & contract management and performance
Contract renewal and/or termination Supplier and Contract Database Supplier reports and information
Service Design – Supplier Management Roles Supplier Manager •
Process Owner
•
Maintain and review - Supplier and Contract Database ( SCB) - Processes for contract dispute, expected end, early end or transfer of a service
•
Assist in development and review of SLA’s, contracts, agreements
•
Perform supplier, contract and SLA reviews
•
Identify improvement actions and ensure these are implemented
•
Assess changes for impact on suppliers, supporting services and contracts
Capacity Management
Service Design – Capacity Management Objectives To produce and maintain a capacity plan
• To provide advice and guidance on capacity and performance related issues • To ensure services meet or exceed performance targets • To assist in diagnosing and resolving capacity related problems and incidents • To assess the impact of changes on capacity plan • Proactive capacity and performance measures
RIGHT CAPACITY at RIGHT TIME with RIGHT MONEY
Service Design – Capacity Management Basic Concepts • Balancing costs against resources needed
•
Balancing supply against demand
•
Should be involved at all the stages of the lifecycle
•
Forward looking, regularly updated capacity plan
•
Capacity Management System (CMS)
•
Capacity Management Information System
•
Modeling
•
Application Sizing
Service Design – Capacity Management Activities •
Monitoring – Monitors the performance of the IT Services and the supporting infrastructure components
•
Analysis – Analyze the data
•
Tuning – Undertaking activities to make most efficient use of existing services
•
Implementation
•
Storage of Capacity Management Data
•
Demand Management
•
Modeling – Predicting the behavior of computer systems under a given volume and variety of work
•
Application sizing – The objective of this activity is to estimate the resource requirements to support a proposed application change or new application, to ensure that it meets its required service levels
•
Production of capacity plan
Service Design – Capacity Management Capacity Management has three levels of concern: - Business Capacity Management This sub-process is responsible for ensuring that the future business requirements for IT services are considered, planned and implemented in a timely fashion The current resource utilisation by various services is obtained trend, forecast or model the future requirements
- Service Capacity Management The focus of this sub-process is the management of the performance of the IT services used by the customers. It is responsible for ensuring that the performance of all services, as detailed in the SLA’s and SLR’s is monitored and measured, and the collected data is recorded, analyzed and reported
- Component Capacity Management The focus of this sub-process is the management of the individual components of the IT infrastructure. It is responsible for ensuring that all the components within the IT infrastructure that have a finite resource are monitored and measured, and the collected data is recorded, analyzed and reported
Service Design – Capacity Management Roles
•
Capacity Manager - Process Owner - Proactive planning
•
Service Level Manager - Provides capacity requirements through discussions with business users
•
Technical and Application Management - Day-to-day capacity management activities - Reacting to capacity incidents and problems
IT Service Continuity Management
Service Design – ITSCM Objectives • To maintain Service Continuity and IT Recovery plans that support the Business Continuity Plans • To complete regular Business Impact Analysis exercises to ensure that the plans are current and relevant • To conduct regular risk assessment and management activities • To provide advice and guidance on issues related to Service Continuity • To implement measures to meet or exceed Business Continuity targets • To check the impact of changes on existing plans • To negotiate necessary contracts with suppliers
Service Design – ITSCM Activities •
Initiation
•
Requirement Analysis
•
Implementation
•
Operational Management
Service Design – ITSCM Initiation •
Policy setting
•
Specify terms of reference and scope
•
Allocate Resources
•
Define the project organisation and control structure
•
Agree project and quality plans
Service Design – ITSCM Business Impact Analysis
• Critical business processes • The potential damage or loss that may be caused to the organisation as a result of a disruption to critical business processes
• The
staffing, skills, facilities and services (including the IT Services) necessary to enable critical and essential business processes to continue operating at a minimum acceptable level
• The time within which minimum levels recovered
• The
of staffing, facilities and services should be
time within which all required business processes and supporting staff, facilities and services should be fully recovered
Service Design – ITSCM Risk Assessment
Risk Assessment Model
Risk Measurement Table
Service Design – ITSCM Business Continuity Strategy Risk Measurement • Identify risks • Assess threat and Vulnerability levels • Assess the levels of risk Recovery Options •
Manual Work-around
•
Reciprocal arrangements
•
Gradual recovery - Cold Standby (target recovery normally in excess of 72 hours)
•
Intermediate recovery - Warm Standby (target recovery normally between 24 and 72 hours)
•
Fast recovery - Hot Standby (target recovery normally within 24 hours)
Service Design – ITSCM Roles Service Continuity Manager •
Process Owner for ITSM
•
Responsible for producing, testing and maintaining service continuity plans
•
Part of overall Business Continuity Team
Service Service Design Design What is Service Design? The design of appropriate and innovative IT services,
including
their
architectures,
processes, policies and documentation, to meet current
and
future
agreed
business
requirements
Service Design stage of the lifecycle starts with a set of new or changed business requirements and ends with the development of a service solution designed to meet the documented needs of the business
Service Service Design Design
Service Service Design Design Five major aspects of Service Design
•
The design of new or changed services
•
The design of the Service Portfolio, including the Service Catalog
•
The design of the technology architecture and management systems
•
The design of the processes
•
The design of measurement systems, methods and metrics
Service Service Design Design SD lifecycle - Inputs and Outputs
Service Service Design Design Key concepts Service Design Package •
Details all aspects of a service through all stages of its lifecycle
•
Requirements
•
Service Functional / Level / Operational Management Requirements
•
•
Service Design and Topology
•
Organizational Readiness Assessment
•
Service Lifecycle Strategy
The SDP is passed from Service Design to Service Transition for implementation
Service Service Design Design Processes •
Service Catalog Management
•
Service Level Management
•
Availability Management
•
Information Security Management
•
Supplier Management
•
Capacity Management
•
IT Service Continuity Management
Service Catalog Management
Service Design – Service Catalog Management Objectives
• Create and manage an accurate Service Catalog • Provide
a single source of consistent information on
all agreed services and ensure that it is widely available to those that are approved to access it
• Ensure
that a Service Catalog is produced and
maintained containing accurate information on all operational services and those being prepared to run operationally
Service Design – Service Catalog Management Basic concepts
•
The Service Catalog - Part of the Service Portfolio - Details of all operational services and those being prepared for transition
•
Business Service Catalog - Details of all the IT services delivered to the customers, together with relationships to business units and business process that rely upon the IT services - Visible to the customer
•
Technical Service Catalog - Details of all the supporting services, together with the relationships to supporting services, shared services, components and CI’s necessary to support the provision of the service to the business - Not usually visible to the customer
Service Design – Service Catalog Management
Service Design – Service Catalog Management Roles Service Catalog Manager •
Produce and maintain the service catalog
•
Ensure all operational services and those being prepared for operational running are recorded
•
Ensure all information in the Service Catalog is accurate and up to date
•
Ensure all the information is consistent with the information in the Service Portfolio
•
Ensure all information is adequately protected and backed-up
Service Level Management
Service Design – Service Level Management Objectives
• Negotiate, agree and document service levels
• Measure, report and improve service levels
• Communicate with business and customers
Service Design – Service Level Management Scope • Ensure quality of service match expectations • Existing services • Requirements for new or changed services • Expectations and perception of the business, customers and users
Service Design – Service Level Management Definitions •
SLA – A contract between the Service Provider (IT Organization) and the Customer that articulates the detail of which services are to be delivered along with the quality, performance and availability.
•
Operational Level Agreement (OLA) – Document to support the SLA agreed with the Internal Departments
•
Underpinning Contract (UC) – Document to support the SLA agreed with the External service providers / suppliers to delivery of one or more components of the end-toend service.
•
Service Catalog – The details of range of services that an IT Organization can deliver and different levels of service that are available to the customer. (Technical and Business Service Catalog)
•
Service Improvement Program (SIP) – An initiative to improve the performance of a delivering services.
•
Service Level Requirements (SLR) – Provides the details of list of services that are required by the customer.
Service Design – Service Level Management Structure of SLM
Customers
Customer
Customer
Customer
SLA / SLC
IT Service
IT Service Department IT System
IT System
OLA Maintenance And Supplier
Internal
UC
External
Service Design – Service Level Management Activities •
Design SLA frameworks
•
Identify Service Level Requirements ( SLR’s ) - Agree and document Operational Level Agreement ( OLA’s )and Underpinning Contracts
•
Monitor service performance against SLA
•
Measure and improve Customer Satisfaction
•
Review and revise underpinning agreements and service scope
•
Produce service reports
•
Conduct service reviews and instigate improvements
•
Review and revise SLA’s, OLA’s and UC’s
•
Develop contacts and relationships
•
Manage complaints and compliments
Service Design – Service Level Management Roles Service Level Manager •
Process Owner
•
Understand Customers
•
Create and maintain SLA’ s and OLA’ s
•
Review and reporting
•
Ensure that changes are assessed for impact on service levels
Service Design – Service Level Management Key Metrics
•
Number and % of targets being met
• Number and severity of service breaches • Number and % of up to date SLA’s • Number of services with timely reports and service reviews • Improvements in Customer Satisfaction
Service Design – Service Level Management Process Interfaces
•
Service Portfolio Management
•
Service Catalog Management
•
Supplier Management
•
Availability Management, Capacity Management and ITSCM
•
Service Knowledge Management
•
Continuous Service Improvement
•
All other service management processes to agree and document required customer outcomes
Availability Management
Service Design – Availability Management Objectives
•
Ensure agreed level of availability is provided
•
Continually optimize and improve the availability of IT
infrastructure,
Services
and
supporting
organization
•
Provide cost effective availability improvements that can deliver business and customer benefits
•
Produce and maintain an availability plan
Service Design – Availability Management Definitions •
Availability – Is the ability of an IT Service or component to perform its required function at a stated instant or over a stated period of time
•
Reliability – The reliability of an IT Service can be qualitatively stated as freedom from operational failure
•
Maintainability - The ability of an IT Infrastructure component to be retained in, or restored to, an operational state
•
Serviceability (external) – A contractual term used to define the support to be received from the external supplier in which they will support in case of unavailability of one or more services
•
Resilience – The ability of a component or service to keep running, where one or more components have failed.
•
Vital Business Function – Ensure that the primary function / deliverables of a specific service should be available
Service Design – Availability Management Activities •
Determining Availability requirements from the business and designing the availability criteria
•
Defining targets for the Availability, Maintainability and Reliability of the IT infrastructure components
•
Monitoring and Reporting Availability, Maintainability and Reliability of IT services and components
•
Producing and Maintaining an availability plan
Service Design – Availability Management Unavailability Lifecycle MTRS = Mean Time To Restore Service (Downtime)=> MAINTAINABILITY OR SERVICEABILITY
Incident
Incident MTBF= Mean Time Between Failures (Uptime)=> AVAILABILITY
MTBSI = Mean Time Between System Incidents = RELIABILITY
Time
Service Design – Availability Management Calculating availability Time Agreed to = Hours of Operations as per SLA Downtime = Outage as reported by Incident Management Actual Time = Time Agreed to – Downtime
% Availability =
Time Actually Available
Time Agreed to
X100
Service Design – Availability Management Roles Service Level Manager •
Process Owner
•
Ensure services deliver agreed levels of availability
•
Creation and maintenance of an availability plan
•
Assessing changes
•
Monitoring and reporting availability
•
Proactive improvement of service availability and optimization of the IT infrastructure to optimize costs
•
Assisting with investigation and diagnosis of incidents and problems which cause availability issues
Information Security Management
Service Design – Information Security Management Objectives • To protect the interests of those relying on information • To protect the systems and communication that deliver the information • Specifically related to harm resulting from failures of : - Availability - Confidentiality - Integrity
Service Design – Information Security Management Definitions •
Availability – Information is available and usable when required, and the systems that provide it can appropriately resist attacks and recover from or prevent failures
•
Confidentiality – Information is observed by or disclosed to only those who have a right to know
•
Integrity - Information is complete, accurate and protected against unauthorized modification
Service Design – Information Security Management Roles Security Manager •
Process Owner
•
Develop and maintain Information Security Policy
•
Communicate and publicize security awareness and policy
•
Perform security analysis and risk management
•
Monitor and manage security breaches and incidents
Supplier Management
Service Design – Supplier Management Objectives • Manage supplier relationship and performance • Negotiate and agree contracts with SLM liaison • Manage contracts throughout their lifecycle • Maintain a supplier policy and a supporting Supplier and Contract Database (SCD)
Service Design – Supplier Management Activities • Ensure the UC and OLA with suppliers are aligned to business needs and support and align with targets in SLR’s and SLA’s, in conjunction with SLM •
Manage relationship with suppliers
•
Manage supplier performance
•
Negotiate and agree contracts with suppliers and manage them through their lifecycle
•
Maintain a supplier policy and a supporting Supplier and Contract Database (SCB)
Service Design – Supplier Management Supplier srategy & policy
Service knowledge Management system (SKMS) Evaluation of new suppliers & controls Establish new suppliers & contracts Supplier categorization & maintanenance of SCD
Supplier & contract management and performance
Contract renewal and/or termination Supplier and Contract Database Supplier reports and information
Service Design – Supplier Management Roles Supplier Manager •
Process Owner
•
Maintain and review - Supplier and Contract Database ( SCB) - Processes for contract dispute, expected end, early end or transfer of a service
•
Assist in development and review of SLA’s, contracts, agreements
•
Perform supplier, contract and SLA reviews
•
Identify improvement actions and ensure these are implemented
•
Assess changes for impact on suppliers, supporting services and contracts
Capacity Management
Service Design – Capacity Management Objectives To produce and maintain a capacity plan
• To provide advice and guidance on capacity and performance related issues • To ensure services meet or exceed performance targets • To assist in diagnosing and resolving capacity related problems and incidents • To assess the impact of changes on capacity plan • Proactive capacity and performance measures
RIGHT CAPACITY at RIGHT TIME with RIGHT MONEY
Service Design – Capacity Management Basic Concepts • Balancing costs against resources needed
•
Balancing supply against demand
•
Should be involved at all the stages of the lifecycle
•
Forward looking, regularly updated capacity plan
•
Capacity Management System (CMS)
•
Capacity Management Information System
•
Modeling
•
Application Sizing
Service Design – Capacity Management Activities •
Monitoring – Monitors the performance of the IT Services and the supporting infrastructure components
•
Analysis – Analyze the data
•
Tuning – Undertaking activities to make most efficient use of existing services
•
Implementation
•
Storage of Capacity Management Data
•
Demand Management
•
Modeling – Predicting the behavior of computer systems under a given volume and variety of work
•
Application sizing – The objective of this activity is to estimate the resource requirements to support a proposed application change or new application, to ensure that it meets its required service levels
•
Production of capacity plan
Service Design – Capacity Management Capacity Management has three levels of concern: - Business Capacity Management This sub-process is responsible for ensuring that the future business requirements for IT services are considered, planned and implemented in a timely fashion The current resource utilisation by various services is obtained trend, forecast or model the future requirements
- Service Capacity Management The focus of this sub-process is the management of the performance of the IT services used by the customers. It is responsible for ensuring that the performance of all services, as detailed in the SLA’s and SLR’s is monitored and measured, and the collected data is recorded, analyzed and reported
- Component Capacity Management The focus of this sub-process is the management of the individual components of the IT infrastructure. It is responsible for ensuring that all the components within the IT infrastructure that have a finite resource are monitored and measured, and the collected data is recorded, analyzed and reported
Service Design – Capacity Management Roles
•
Capacity Manager - Process Owner - Proactive planning
•
Service Level Manager - Provides capacity requirements through discussions with business users
•
Technical and Application Management - Day-to-day capacity management activities - Reacting to capacity incidents and problems
IT Service Continuity Management
Service Design – ITSCM Objectives • To maintain Service Continuity and IT Recovery plans that support the Business Continuity Plans • To complete regular Business Impact Analysis exercises to ensure that the plans are current and relevant • To conduct regular risk assessment and management activities • To provide advice and guidance on issues related to Service Continuity • To implement measures to meet or exceed Business Continuity targets • To check the impact of changes on existing plans • To negotiate necessary contracts with suppliers
Service Design – ITSCM Activities •
Initiation
•
Requirement Analysis
•
Implementation
•
Operational Management
Service Design – ITSCM Initiation •
Policy setting
•
Specify terms of reference and scope
•
Allocate Resources
•
Define the project organisation and control structure
•
Agree project and quality plans
Service Design – ITSCM Business Impact Analysis
• Critical business processes • The potential damage or loss that may be caused to the organisation as a result of a disruption to critical business processes
• The
staffing, skills, facilities and services (including the IT Services) necessary to enable critical and essential business processes to continue operating at a minimum acceptable level
• The time within which minimum levels recovered
• The
of staffing, facilities and services should be
time within which all required business processes and supporting staff, facilities and services should be fully recovered
Service Design – ITSCM Risk Assessment
Risk Assessment Model
Risk Measurement Table
Service Design – ITSCM Business Continuity Strategy Risk Measurement • Identify risks • Assess threat and Vulnerability levels • Assess the levels of risk Recovery Options •
Manual Work-around
•
Reciprocal arrangements
•
Gradual recovery - Cold Standby (target recovery normally in excess of 72 hours)
•
Intermediate recovery - Warm Standby (target recovery normally between 24 and 72 hours)
•
Fast recovery - Hot Standby (target recovery normally within 24 hours)
Service Design – ITSCM Roles Service Continuity Manager •
Process Owner for ITSM
•
Responsible for producing, testing and maintaining service continuity plans
•
Part of overall Business Continuity Team
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