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Prof. Anjali Mulik
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The design of appropriate andinnovative IT services
Including their architectures,processes, policies
anddocumentation,
To meet current and futureagreed business requirements.
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design services to meet agreed business outcomes
design processes to support the service lifecycle
identify and manage risks
design secure and resilient IT infrastructures,
environments,applications and data/information resources and
capability
design measurement methods and metrics
produce and maintain plans, processes, policies,
standards,architectures, frameworks and documents to support the
design ofquality IT solutions
develop skills and capability within IT contribute to the
overallimprovement in IT service quality.
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new or changed service solutions
with special attentionto service requirements
service management systems and tools, especially theService
Portfolio that required to support the service
technology architectures and management systems -used or
referenced by the service
processes, roles and capabilities - required to support
theservice
measurement methods and metrics - necessary tounderstand the
performance of the service
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Processes
Roles
Activities
Vendors
Manufacturers
Suppliers
Technology
Management systems
People
Skills
Competencies
People Products
ProcessesPartners
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responsible for the overall coordination and deployment of
quality solution designs for services and processesService
Design Manager:
responsible for the overall coordination and design of
therequired technologies, architectures, strategies, designs and
plans
IT Designer/Architect:
responsible for producing and maintaining an accurate
ServiceCatalogue
Service Catalogue Manager:
responsible for ensuring that the service quality levels are
agreedand met
Service Level Manager:
responsible for ensuring that all services meet their
agreedavailability targets
Availability Manager:
responsible for ensuring that all services can be recovered in
line
with their agreed business needs, requirements and
timescales
IT Service Continuity Manager:
responsible for ensuring that IT capacity is matched to
agreedcurrent and future business demands
Capacity Manager:
responsible for ensuring that IT security is aligned with
agreedbusiness security policy risks, impacts and requirements
Security Manager:
responsible for ensuring that value for money is obtained from
allIT suppliers and contracts, and that underpinning contracts
andagreements are aligned with the needs of the business.
Supplier Manager:
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Business requirements collection, analysis and engineering
toensure they are clearly documented.
Design and development of appropriate service solutions,
technology, processes, information and measurements.
Production and revision of all design processes anddocuments
involved in Service Design.
Liaison with all other design and planning activities
androles.
