The IT Skeptic - Service Design

SD 4.6.4.3 five or six elements?

skeptic — Fri, 30 Oct 2009 09:20:22 +0000

Page 143 mentions the five elements within the framework are as follows:

However the book actually mentions 6:

1. Control

2. Plan

3. Implement

4. Evaluation (should be evaluate – see figure 4.26)

5. Maintain

6. Security governance

This would make the ISMS (figure 4.26) either incomplete or wrong

SD 4.6.4.2 what is ITP?

skeptic — Fri, 30 Oct 2009 09:17:03 +0000

Page 142 uses the acronym ITP - I'm sure they mean ISP

Supplier strategy & policy undefined in ITIL V3 Service Strategy

mbuzina — Thu, 07 May 2009 14:33:25 +0000

Service Design 4.7.6.1 p 162 requires a Supplier Strategy & Policy from Service Strategy. Service Strategy does not mention anything with regard to this. The glossary does not define any of these two terms.

Again a cross book omission. Great, I just wanted to write a few things on the Supplier Strategy and now I am out of references (ISO 20000 does not help here, CobiT neither). OK, again I will use my common sense.

SD p31 PM and warranty

skeptic — Sat, 13 Sep 2008 00:55:12 +0000

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.

SD p101: MTBF

HAZET — Fri, 25 Jul 2008 14:54:04 +0000

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:

SD p291 Glossary: Brainstorming

skeptic — Wed, 12 Mar 2008 09:54:00 +0000

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

SD p214 ‘Service Transition Pack’ changed to ‘Service Design Pack’

skeptic — Wed, 12 Mar 2008 09:50:46 +0000

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’

SD p147,148 change SMIS to ISMS

skeptic — Wed, 12 Mar 2008 09:47:33 +0000

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

SD p145 Figure 4.27

skeptic — Wed, 12 Mar 2008 09:41:48 +0000

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

SD p79 ‘Catalogue’ replaced with ‘Level’

skeptic — Wed, 12 Mar 2008 09:39:19 +0000

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

SD p35 changed bullet point

skeptic — Wed, 12 Mar 2008 09:33:52 +0000

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 Figure 3.6

skeptic — Wed, 12 Mar 2008 00:40:12 +0000

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

SD p145 Figure 4.27 Security control - It is shown as 'Direction' - instead of 'Detection'

vinodka — Tue, 01 Jan 2008 09:32:52 +0000

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.

External influences on solution design

mwalter — Tue, 21 Aug 2007 20:19:38 +0000

Figure 3.14 External influences on solution design on page 48 in the upper left portion of the diagram it should be ISO/IEC 20000 vice 2000

All books 2.2.1 repeats service definition

skeptic — Sun, 24 Jun 2007 21:41:03 +0000

pure pedantry:

Chapter 2 is in all books (though with very subtle editorial differences).

2.2.1 the text at the start in a box defining a service is almost identical with the following paragraph - should have been edited?