Service Design

The diagram on p31 is just wrong. It shows the project team's job is done at the start of the pilot or warranty period. This is "dead cat syndrome" which must be avoided at all costs. A project team should retain ownership through the warranty period until acceptance has been signed off.

Not considering that there is quite a lot of discussion about the usage of the acronyms MTBF, MTTF, MTRS and so on, this is simply wrong (or at least inconsistant):

MTBSI = Available time in hours / Number of breaks
MTBF = (Available time in hours - Total downtime in hours) / Number of breaks

Available time to my understanding is the time the service is up and running properly. Some people call it "uptime", though that is easily confused with the moment in time the service comes up. So it should be:

Available time in hours = uptime = Total time - downtime

Hence:

Under the glossaery definition for ‘Brainstorming’ change the words ‘Service Operation’ to ‘Service Design’

214
8.5.1 Prerequisities for success
In left hand column, 4th line from bottom, ‘Service Transition Pack’ changed to ‘Service Design Pack’
214
8.5.2 Critical Success Factors…
In penultimate bullet point on page, ‘Service Transition Pack’ changed to ‘Service Design Pack’

147
4.6.6.2 Outputs
2nd bullet point changed to ‘An Information Security Management System (ISMS)’
148
4.6.8 Information Management
3 instances of SMIS changed to ISMS

In Figure 4.27, bold text on left hand side of figure changed to ‘Information Security Management System (ISMS)’.

In first sentence on the page, replace ‘Service Catalogue Management’ with ‘Service Level Management’

In last bullet list before section 3.6.3, penultimate bullet point [that's the second to last one, Billy-Bob] changed from ‘Security Management Information System (SMIS)’to ‘Information Security Management System (ISMS)’ [shades of the Peoples Front of Judea]

SD P33 3.6.2 Designing supporting systems…
In Figure 3.6, ‘Service Knowledge Management System’ was added to top of database shape containing the Service Portfolio

Source ISEB http://www.itskeptic.org/node/487

Book: Service Design.

Section 4.6.5
Figure 4.28: Security Controls for Threats and Incidents.

The Controls just under the box 'Incident', are shown: 'Direction' and 'Repression'.

These should have been 'Detection' and 'Repression'

For validating this, the explanation in the next page (page 146 in pdf version) can be referred to.

A clear typo - but since it is in the diagram - have seen even some coursewares showing the diagram as is.