| Volumn 2 Service Design | | Design Manager will design each application service plan with regard to quality, security and resilience under the direction of the Architect Director. A poor complex design is much easier to design than a good simply design - real skills are mandated. Design Division has the following Managers. |
| Abstract | | This Information Technology Infrastructure Library (ITIL) Design Division is the declaration of what to do (policy) and how to do it (procedure). Policies and procedures are formalised as business rules that are used by Eliza as her knowledgebase. Business rules teach Eliza what to do (policy) and how to do it (procedure). |
| Data Classifications: | | All data is classified as: | | 1. Publish as published as an ebook or guide. | | 2. Public as shared with many people. | | 3. Private as confidential operational data and business-rules. | | 4. Secret as infrastructure and artificial intelligent assistant technology. |
| | | 2.1 Service Catalogue Manager | | Publication of service catalogue for clients and internal services for operations. The master index to everything. Will maintain the service catalgue and inventory in compliance with QMS standards. |
| 2.2 Service Level Manager | | Service Level Agreement (SLA) is published for each application defined in the service catalogue with targets, mutual responsibilities. SLA dashboard shows KPI as number of services covered, number of service issues, problems under review. Will negotiate and balance the SLA terms with budget forecasts - if the client wants more it will cost more - if the client wants to pay less they can have less. The customer has the right to pay for liability insurance that will reflect whatever liability that they choose to insure. Related to ISO 20000 chapters 6.1 and 6.2. |
| 2.3 Risk Manager | | To identify, assess and control risk. How vulnerable is each asset to threats. Will analyse threats and design controls to compensate to the correct degree. Every service is vulnerable to threats and has a cost of applying controls to reduce those threats to an acceptable degree. |
| 2.4 Capacity Manager | | Driven by SLA capacity and performance obligations with a long-term investment and replacement view. Capacity dashboard shows KPI as number of incidents caused by capacity issue, number of services covered by capacity plan, deviation of predicted and actual capacity, resolution time for bottlenecks, percentage of reserves. Is responsible to determine the hardware needed to operate the service for a number of timelines, begining with initial testing and looking forward up to five-years. Related to ISO 20000 chapter 6.5. |
| 2.5 Availability Manager | | Driven by the SLA and to include internal services. Availability dashboard shows KPI as service availability, number of interuptions, average duration, percentage of service being monitored, problems in progress. Availability Manager is responsible to determine the availability requirements of each data object. Service level targets have availability costs and these are critical to how the application is designed. Related to ISO 20000 chapter 6.3. |
| 2.6 Business Continuity Manager | | Will manage the risks that could seriously impact the service. To target a non-stop Business Continuity Plan (BCP). Continuity dashboard shows KPI as percentage of services covered by BCP, gaps in disaster prevention, number of tests, issues in progress. Is responsible to determine what to do in the event of all disaster scenarios. Fallback and recovery modes of operation are included that may have significant impact on where users are located. Related to ISO 20000 chapter 6.3. |
| 2.7 Information Security Manager | | Will ensure confidentiality, integrity and availability with multiple layers of protection. Security dashboard shows KPI as preventative measures, number of threats, number of incidents, amount of downtime, number of tests, problems in progress. Will coordinate many kinds of security into a consistent plan that may be classified as secret to senior management. It may not be clever to publish what security design compromises have been made. Related to ISO 20000 chapter 6.6. |
| 2.8 Compliance Manager | | Will ensure services comply with corporate policies, international standards and legal obligations. |
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