ITIL® V3 Foundation Complete Certification Kit: 2009 Edition 4
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4.5.4 Demand Management Considerations .............................................................................................................. 43
4.6 Service Strategy Review Questions ......................................................................................................................... 44
4.6.1 Question 1 .......................................................................................................................................................... 44
4.6.2 Question 2 .......................................................................................................................................................... 44
4.6.3 Question 3 .......................................................................................................................................................... 44
4.6.4 Question 4 .......................................................................................................................................................... 44
4.6.5 Question 5 .......................................................................................................................................................... 45
4.6.6 Question 6 .......................................................................................................................................................... 45
4.6.7 Question 7 .......................................................................................................................................................... 45
4.6.8 Question 8 .......................................................................................................................................................... 45
4.6.9 Question 9 .......................................................................................................................................................... 46
4.6.10 Question 10 ................................................................................................................................................... 46
5 Service Design ......................................................................................................................................................... 47
5.1 Objectives ............................................................................................................................................................... 47
5.2 Major Concepts ...................................................................................................................................................... 48
5.2.1 Five Major Aspects of Service Design ................................................................................................................ 48
5.2.2 Service Design Packages .................................................................................................................................... 48
5.3 Service Design Processes ........................................................................................................................................ 49
5.3.1 Service Level Management ................................................................................................................................ 50
5.3.2 Supplier Management ....................................................................................................................................... 55
5.3.3 Service Catalogue Management ........................................................................................................................ 59
5.3.4 Capacity Management ....................................................................................................................................... 62
5.3.5 Availability Management ................................................................................................................................... 66
5.3.6 IT Service Continuity Management .................................................................................................................... 71
5.3.7 Information Security Management.................................................................................................................... 75
5.4 Service Design Summary ........................................................................................................................................ 79
5.5 Service Design Scenario .......................................................................................................................................... 80
5.5.1 Service Level Management Considerations ....................................................................................................... 80
5.5.2 Capacity Management Considerations .............................................................................................................. 80
5.5.3 Availability Management Considerations .......................................................................................................... 80
5.5.4 Information Security Management Considerations ........................................................................................... 80
5.5.5 Service Catalogue Management Considerations ............................................................................................... 81
5.5.6 ITSCM Considerations ........................................................................................................................................ 81
5.5.7 Supplier Management Considerations .............................................................................................................. 81
5.6 Service Design Review Questions ........................................................................................................................... 82
5.6.1 Question 1 .......................................................................................................................................................... 82
5.6.2 Question 2 .......................................................................................................................................................... 82
5.6.3 Question 3 .......................................................................................................................................................... 82
5.6.4 Question 4 .......................................................................................................................................................... 82
5.6.5 Question 5 .......................................................................................................................................................... 83
5.6.6 Question 6 .......................................................................................................................................................... 83
5.6.7 Question 7 .......................................................................................................................................................... 83
5.6.8 Question 8 .......................................................................................................................................................... 83
5.6.9 Question 9 .......................................................................................................................................................... 84
5.6.10 Question 10 ................................................................................................................................................... 84
6 Service Transition .................................................................................................................................................... 85
6.1 Objectives ............................................................................................................................................................... 85
