No que se refere ao gerenciamento de serviços de TI, julgue ...

É no Desenho de Serviço e não na Operação.

O desenho de serviço inclui os seguintes processos:

- coordenação de desenho;

Quem garante que os serviços em operação estejam registrados no catálogo de serviço é o processo de gerenciamento do catálogo de serviços.

Assim ficaria correta:

O detalhamento de aspectos do gerenciamento do catálogo de serviço, bem como de sua disponibilidade e capacidade, é realizado no DESENHO do serviço.

Bons estudos!

ITIL SERVICE STRATEGY

 

FINalmente o RELojoeiro ESTranho DEMitiu o PORtuguês

Strategy management for IT services

Service portfolio management

Financial management for IT services

Demand management

Business relationship management

 

ITIL Service Design

Design coordination

Service catalogue management

Service level management

Availability management

Capacity management

IT service continuity management

Information security management

Supplier management

 

ITIL Service Transition

Transition planning and support

Change management

Service asset and configuration management

Release and deployment management

Service validation and testing

Change evaluation

Knowledge management

 

SERVICE OPERATION

Event management

Incident management

Request fulfilment

Problem management

Access management

 

fonte: Become ITIL Foundation Certified in 7 Days

Continuação

3.1.2

Service Design

At the end of the service strategy lifecycle phase, smart heads (read: leadership) have

thought over and have provided direction and guidance on which services to offer. The

outcome of the service strategy is like the idea that an entrepreneur comes up with.

Whether the idea would come to fruition will become known in time.

The service design lifecycle phase answers the question “How do I do it?” It takes the

idea and comes up with solutions and designs that give wings to the ideation process set

forth in the previous phase.

The success of a service depends primarily on the service design phase. While

strategy plays an initial part, the solution to make it happen is equally important.

Tablet computers have existed for a long time. My earliest memory of it was the

Palm Pilot in the 1990s, and I started using Windows-based tablet PCs in the early 2000s.

They were commonly called PDAs (personal digital assistants). But it was not until the

introduction of iPads in 2010 that led to an explosion in the demand for the touch portable

computing devices. They stepped in and became synonymous with the tablet computers.

...

3.1.3

Service Transition

The output of the service design is a set of design documents, which gives you the designs

pertaining to all aspects of a service. The next task is to develop the service based on

the designs. In the ITIL world, this is called the service transition, where the designs

are transitioned into production environments through development, testing, and

implementation.

The service transition lifecycle phase answers the question “What do I develop and

deploy into production?” To achieve the objectives of service transition, you could either

employ service design lifecycle activities, hardware delivery lifecycle (HDLC) activities, or

any other framework that delves into building a system/service and deploying it into the

intended environment. ITIL is flexible like that, it can integrate seamlessly with any of the

frameworks you can throw at it.

Going back to the example earlier in this chapter, there are architectural drawings

from the previous design phase. These designs are handed over to a qualified builder to

construct the mall as per the architectural designs. The builder constructs the mall in this

phase as per the plan and brings it to a state where it could be operationalized. This is

exactly the role of the service transition phase