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Service design is the activity of planning and arranging people, infrastructure, communication and material components of a service in order to improve its quality, and the interaction between the service provider and its users. Service design may function as a way to inform changes to an existing service or create a new service entirely.
It consists of five parts: service facility, facilitating goods, information, explicit service and implicit services. [4] It is important to carefully define each of these elements so that operations can subsequently design and manage a service operation. The service-product bundle must come first before operations decisions.
It is the central reference point for all documentation of a service, so it contains many links to other documents. A description of the sort of information that should be kept in an SDP is found in Appendix A of the Service Design book. [1] The main categories described are: Service lifecycle plan; Service programme; Service transition plan
It is intended for use by service organizations (organizations that provide information systems as a service to other organizations) to issue validated reports of internal controls over those information systems to the users of those services. The reports focus on controls grouped into five categories called Trust Service Criteria. [1]
The Service Portfolio is the core repository for all information for all services in an organization. Each service is listed along with its current status and history. The main descriptor in the Service Portfolio is the Service Design Package (SDP). [2] The Service Portfolio consists of three parts: [3] Service Pipeline
It covers the process of controlling modifications to the system's design, hardware, firmware, software, and documentation. Configuration Status Accounting: includes the process of recording and reporting configuration item descriptions (e.g., hardware, software, firmware, etc.) and all departures from the baseline during design and production.
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The term service governance has been used to describe the success that a number of organizations have had in using the 'best practice' advice found in frameworks such as ITIL, The Open Group Architecture Framework (TOGAF), and others, for company-wide service design and operation. [12] [failed verification]