認證::Service Design

1. 4P-People、Processes、Products、Partners。
2. Service Portfolio - registered in Configuration Management System(CMS)
3. Service Provider Types - internal service provider、shared service unit、external service provider。
4. Service Level Agreement(SLA) - IT service provider & the IT Customer。
5. Operational Level Agreement(OLA) - IT service provider & the another part of the same organization(internal service provider)。
6. Underpinning Contract(UC) - IT service provider & a third party(supplier)。
7. Capacity management - business capacity management、service capacity management、component capacity management。
8. Availability management - Availability、Reliability、Maintainability、Serviceability。
9. Availability Manager - participate in IT infrastructure design、monitor actual IT availability achieved。
10. ITSCM(IT Service Continuity Management) - consider risks 、establish recovery mechanisms。
11. Information Security Management - Confidentiality、Integrity、Availability (CIA)。
12. Supplier - third Party Responsible for supplying goods or services required to deliver IT services.
13. Supplier Manager - ensure value (ROI)。
14. SD(Service Design)的主要產出是SDP(Service Design Package)。
15. SD的5個元素：service portfolio design、business requirement&service design、technology design、process design、measurement design。

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