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1.Service Design Package Examples: (For those that have been practitioners of IT:) The service design package (SDP) is an important output of service design. What are some of the examples of what the service design package includes? Please cite two examples of when designing a service, some component(s) of the service design package was (were) overlooked and the consequences of that oversight.
2.Service Level Management: Before coming to a specific level of service within a Service Level Agreement (SLA), service level management must consider all other service design processes. Why?
3.4 P’s of Service Design Example: Describe the design of a service that you have been involved with the involved each of the four P’s of service design and the role that each of the “P’s” played.
4.Sourcing Strategies: In terms of a sourcing strategy for the design of a service, explain the differences between co-sourcing or multi-sourcing; business process outsourcing; and application service provision. Give an example of each, illustrating the differences.
5.Architectures: Architectures are one of the five aspects of service design. Explain the relationship between the application architecture, information architecture, and IT infrastructure. Give an example of an IT service that must draw on all three and illustrate the design choices that must be made with each of the architectures.
6.Service Catalog Access: Who should have access to an organization’s service catalog and why? Might different people have access to different parts and why? What are the benefits from following these tactics?
7.BRM vs. SLM: Distinguish between business relationship management and service level management. Give specifics in examples of two services illustrating how these processes perform different activities and have different outcomes.
8.Availability Management: Explain the difference between pro-active and reactive approaches to availability management and how this differs in supporting a service. Give an example that illustrates your differences.
9.5 Nines of Availability: Explain what is meant by the “five nines of availability”. What is an example of an IT service that should likely have such availability. What about 4- nines or 3-nines? What are IT services that might be appropriate for those levels of availability?
10.IT Service Continuity: Give some examples (at least three) of IT Risks that might have business impact in a typical business. How might the risks be managed?
11.Information Security: Discuss some examples (at least three) of items that should be covered in an Information Security Plan. Why are they important?
12.Supplier Management: Suppose you are the CIO for a college or university like NJIT. Give an example of a supplier for each of the four categorizations of suppliers in ITIL. Carefully justify your choice in no more than two sentences for each.
13.RAS: Explain the differences between reliability, availability and serviceability (RAS). What are some practices that help you achieve any of these measures?
14.Capacity Management: Give some examples of both proactive and reactive approaches to business capacity management, service capacity management, and component capacity management.
