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204 Cards in this Set
- Front
- Back
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What does ITSM concern
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Delivering IT as a set of services within a service culture
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What is a service culture
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It stresses that customer service is a top priority
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What is an IT service
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A set of related components provided is support of a business function
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What are the 3 keys to operational excellence
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1. The IT services utilized by a business.
2. Stable or improving trends in quality of service 3. A sense of urgency |
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What 3 things characterize ITSM
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1. Customer focus or fushion of IT and business goals.
2. Process Orientation for repeatable outcomes 3. Optimizing cost/performance |
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What is a user
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Someone who uses an IT service
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What is a customer
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Someone for whom the user works for and pays for the service
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Who created ITIL
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U.K. Office of Government Commerce
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What does Service Support focus on? Proactive or Reactive?
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Focuses on supporting the business functions. Reactive
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What does Service delivery focus on? Proactive or Reactive?
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Focuses on supporting the business users. Proactive.
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What is the focus of ITIL and ITSM?
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Focus is to meet the business requirements of the business.
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What are the 5 processes involved with in Service Delivery?
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Financial Management, IT Service Continuity, Capacity Management, Availability Management, Service Level Management
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What are the 5 processes and 1 operational function involved with in Service Support?
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Service Desk, Incident Management, Problem Management, Configuration Management, Release Management, Change Management
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What is CSIP?
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Customer Service Improvment Program.
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What does Process Maturity Framework do? Example?
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Provides guidelines for establishing process improvement programs. Tells "where" and "when". Example is Capability Maturity Model.
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What does Quality Management System do? Example?
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Tells "how". Plan-do-check-act cycle. Provides a method for systematic improvement of processes. Ensures planning, implementing and executing a program or project occurs with careful control that ensure success. Example is PMI, Six Sigma, Deming, Ishikawa (fishbone) diagrams.
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What is a service desk?
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A single point of contact for users and community. Facilitates the restoration of normal operation services with minimal business impact.
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What is the objective of a service desk?
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Objective is to serve as single point of contact for the User or Customer to communicate with the IT organization; and deliver communications from IT to Users and Customers.
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Who owns the Incident Management process?
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Service desk
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Who is responsible for the “coordination” of the rapid restoration of IT services?
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Service desk
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What is an incident?
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An incident is an event which is not part of the standard operation of a service and which cause/may cause an interruption or reduction in quality of that service.
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What is another name for the service desk manager?
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Process Manager
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What are the 3 types of service desks (4th)?
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Local, Central, Virtual (hybrid of Local and Central). 4th would be unskilled helpdesk (call center).
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What are the 3 FUNCTION activities of the service desk?
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1. Single Point of Contact
2. Incident Lifecycle Ownership 3. Supporting the Business – service desk is responsible for customer communications, business process support and production of quality management reports. |
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What are the 4 PRIMARY USER INTERFACE activities of the service desk?
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1. Service requests
2. Incident reporting 3. Application query 4. Contact Method |
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What are the CUSTOMER COMMUNICATIONS ACTIVITIES of the service desk?
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FSC - Forward Schedule of Changes is a document that contains the details of all the Changes approved for implementation and their proposed implementation dates.
PSA – Projected Service Availability document linked to the FSC that contains details of the changes to SLAs and IT services affected by the changes in the FSC. Contains projected service downtime. |
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What process provides the FSC and PSA to the service desk?
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Change Management Process
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What is the Forward schedule of changes?
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FSC - Forward Schedule of Changes is a document that contains the details of all the Changes approved for implementation and their proposed implementation dates.
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What is the Projected Service Availability?
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PSA – Projected Service Availability document linked to the FSC that contains details of the changes to SLAs and IT services affected by the changes in the FSC. Contains projected service downtime.
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Who communicates the FSC to the User community?
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Service Desk.
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What are the 4 BUSINESS PROCESS SUPPORT ACTIVITIES?
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1. Understanding the business application.
2. Second Helpdesk 3. Super User 4. Requests for Change |
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What provides configuration information about the IT infrastructure, IT services, Users and Customers?
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CMDB
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Who owns the CMDB?
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Configuration Management
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Can the service desk be the initial processor of a RFC?
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Yes.
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What are the 3 FUNCTION BENEFITS of a service desk?
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1. Improving Satisfaction
2. Lowering Costs 3. Maximizing IT service availability. |
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What are the potential problem areas of a service desk?
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1. Bypassing the service desk
2. Over reliance on tools 3. Service culture 4. Staffing levels. |
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Who sets the initial priority of an incident?
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The service desk sets the initial priority of an incident based on information from the user, taking into account an assessment of the incident urgency, impact, SLA obligations and available resources.
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What is the incident management process?
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The incident management process provides a stepwise progression for procedures necessary to restore IT services, as well as those necessary to manage the ongoing process.
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What are the incident management procedures?
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Detection, Record, Initial support, Classification
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T or F. An effective incident management process often leads to an increase incidents actually reported to the service desk.
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True.
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What is the Problem management process responsible for?
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It's concerned with finding the root cause of the incident and permanently removing the cause from the IT infrastructure.
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What is the objective of the incident management process?
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Objective is to coordinate the rapid restoration of IT services.
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What does the Incident Lifecycle refer to?
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Refers to incident control, the stepwise progression of an incident, from Initial detection to closure.
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The status of an incident reflects its current position in the lifecycle, sometimes known as its ...
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"workflow position"
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Ongoing activities of the Incident management process include ...
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ownership for ultimate accountability for the resolution and restoration of IT services, along with monitoring, tracking and communicating with the user community on the status of an answer, and providing management information reporting
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T or F. A degraded IT service could be an incident.
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True
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What is the most common source of Incidents?
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Users calling the service desk.
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Once detected, the Incident Lifecycle begins with ...
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the recording of the incident and creation of an incident record in the CMDB.
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What is a workaround?
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A method of avoiding an incident or problem, either from a temporary fix or from a technique that means the customer is not reliant on a particular aspect of the service known to have a problem.
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... is a method of avoiding an incident or problem.
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Workaround
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A "Problem" is
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the unknown underlying cause of of one or more incidents.
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What is the unknown underlying cause of one or more incidents called?
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Problem
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... is a fault in a CI identified by the successful diagnosis of a problem and for which a temporary workaround and/or a permanent solution has been identified.
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Known error
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What is a "known error"?
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An error for which the root cause is known and for which a temporary workaround or a permanent alternative has been identified.
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A problem remains a known error until ...
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permanently resolved by a change.
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What are the categories of the Incident Detection and Recording Activity?
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Sources of Incidents, Recording Incidents, Alerting and Reporting
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What are the categories of the Classification and Initial support activity?
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Incident matching, Classification and Priority Assignment, Escalation
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Classification identifies ...
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Incidents by origin and symptoms and assigns standard coding and Priority based on SLAs, business impact, and urgency.
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What is a Priority?
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A sequence for which an incident needs to be resolved, based on impact and urgency.
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A sequence in which an incident needs to be resolved, based on impact and urgency is called ...
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Priority
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What is a business impact?
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A measure of the business criticality of an incident
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A measure of the business criticality of an incident is called its ...
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Business Impact
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What is Business Urgency?
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A measure of how quickly an Incident needs to be resolved.
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A measure of how quickly an incident needs to be resolved is its
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Business Urgency
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Major incidents are
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those with an extreme impact on the User community or service disruption.
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Incidents with an extreme impact on the user community or cause service disruption are called
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Major Incidents
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What are the INVESTIGATION AND DIAGNOSIS activities?
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Coordinate Activities, Escalation, Coordinate Workaround, Keeping the User Informed.
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What are the two types of escalation?
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Functional - represents the requirement for additional functional or technical expertise
Hierarchical - invokes the management chain-of-command when the resolution of the incident is not likely to occur in time to avoid a service level breach. |
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Who has RESPONSIBILITY for Resolution and Recovery?
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Incident Management
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Who actually PERFORMS for Repair and Recovery tasks
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Problem Management
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What are the task involved in Restoration?
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Resolution, Repair, Recovery, Restoration, Closure
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What are the Incident Closure Activities?
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Incident Review, Final Classification, Restricting Authority
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What are the activities involved in the Expanded Incident Lifecycle?
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Detection, Diagnosis, Repair, Recovery, Restoration
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What are the 3 Management metrics used?
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1. Mean time to repair MTTR - elapsed time between detection and restoration (aka "downtime")
2. Mean time between failures MTBF - elapsed time between restoration and detection of the next incident (uptime). 3. Mean time between system incidents MTBSI - elapsed time between incidents. |
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Review page 55 Process relationships
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page 55
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What is the most common problem with the implementation or operation of Incident Management
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Lack of management commitment.
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Other problems with the implementation or operation of incident management are ...
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Lack of commitment to staff training, tolerance of poor work practices, lack of poor understanding of the needs of the business, poorly defined or no established service levels.
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What are the 4 critical success factors of Incident management?
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1. Quality of the IT service.
2. User Satisfaction 3. IT and business productivity 4. Measure of how quickly Incident management resolves incidents. |
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What are the activities of Incident Management?
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Detect
Record Initial support Classify Investigate Diagnose Recovery Restoration |
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Once diagnosed, Problem Management may raise ... and ensure ...
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Requests for change ... synchronization of live and development environments.
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... activities also include proactive investigative processes, which perform trend analysis in an attempt to identify failure trends and avoid problems before they occur.
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Problem Management.
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What management process tracks, in parallel, any RFC submitted to the Change Management process?
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Problem Management
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What is the objective of Problem Management?
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Objective is to find the root-cause of a problem and remove it permanently from the infrastructure.
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Problem Management affects removal of Known errors from the infrastructure through which process
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Change Management
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What stores Incident, Problem, Known Error, and associated RFC records, as well as information about CIs. It constitutes a Knowledge base for comparison to other Incident, Problem and Known error records
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CMDB
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T of F
The Problem manager role is responsible for both reactive root-cause analysis and proactive trending (incident and Problem prevention). |
True.
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What are the 5 process activities involved with Problem Management?
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1. Problem Control - focuses on finding root cause of problem.
2. Error Control - Uses Change management process to effect removal of the Known error 3. Proactive Problem Management - looks at current trends in performance and failure modes of the infrastructure and if warranted identify and remove potential errors before they cause problems. 4. Management reporting 5. Major Problem review |
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What is the goal of Problem control?
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Find root/cause, keep service desk informed, find work around if possible.
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Once diagnosed, and hopefully a workaround or fix identified, a problem becomes a ... and transitions to the responsibility of the error control activity.
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Known Error
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What is the goal of Error Control?
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Use change management to remove known error from infrastructure. Error control may decide the problem does not warrant fixing
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What is goal of Proactive Problem Management?
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looks at current trends in performance and failure modes of the infrastructure and if warranted identify and remove potential errors before they cause problems.
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What is a major problem?
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A major problem is one where the impact on the business is extreme.
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T of F
Incident management attempts to achieve rapid restoration of IT services through matching to records in the incident, problem and known error databases. |
True
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What are the Problem Control Activities?
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Identification, Record, Classify, Prioritize, Investigate, Diagnose
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What are the Error Control Activites?
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Identify and Record - Sync live and development environments.
Assessment - Error control submits RFC to change management Known Error Database - If RFC results in an actual change, change management process notifies Error control activity. After change, error control activity closes known error record |
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What does Proactive Problem Management examine?
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It examines performance and failure trends to see if an as-of-yet unidentified problem may exist in the IT infrastructure.
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... activity and ... activity work together to perform Service Outage Analysis
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Proactive problem management ... Availability management
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The goal of Major Problem review is ...
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to learn from past experience and contribute to the continual process of improvement.
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What are the benefits of Major problem review?
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Updating workarounds.
Review of known errors Identify weak processes. Tighter integration between Incident and Change management Decrease in costs |
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Problem management uses ... to help the SL management identify potential breaches to SLA
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trend analysis
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Successful implementation of the problem management process relies heavily on
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Management commitment.
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Another area impacting Problem management is ...
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the availability of reliable and up-to-date systems, documentation and incident info.
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What are the benefits of the problem management process?
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Higher quality support - increase in 1st call resolution
Organized learning - knowledge bases Cost Reductions - |
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Biggest problem in the implementation of the Problem management process centers on ..
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quality of the incident data. This most often results from failure to adopt a standard method of coding incidents.
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What are the critical success factors of Problem Management?
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Improved Service Quality.
Minimize Impact of Problems. Reduce Cost of problems. |
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What is Configuration Managment?
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Configuration Management is the process that maintains information about Configuration Items (CIs).
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What is the definition of a CI?
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Any component of an IT infrastructure, including documentation such as a SLA or RFC which is under the control of Configuration Management.
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What is the objective of Configuration Management?
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Objective is to ensure that all CIs in the infrastructure are authorized and under control of a single set of processes.
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What are the goals of Configuration Management?
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Goals are:
1. Provide accurate information. 2. Account for IT assets 3. Verify configuration records 4. Establish a sound basis for Problem, Incident and Change mgmnt |
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Who has responsibility for the full Configuration Management process? What are the responsibilities?
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The configuration manager. Responsible for planning and defining the purpose, scope, policies and procedures and selecting the configuration structure for CIs including their owner, relationships and documentation.
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Who assists the configuration manager is planning, implementing and managing and controlling the CMDB, DSL AND DHS.
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Configuration Librarian
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What are the Configuration Management Process Activities?
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1. Planning.
2. Identification. 3. Control 4. Status Accounting 5. Verfication 6. Management Reporting. |
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What is the goal of planning?
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Define the purpose, scope, objectives, policies and procedures.
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What is the first activity of Configuration Management? What does it involve?
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Planning the purpose of the CMDB. It involves establishing cost-benefit tradeoffs. These tradeoffs drive the creation of the policies and procedures that govern CM itself
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What is the goal of Identifcation?
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Goal is to Select, Identify, Label and Establish relationships among CIs.
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Every CI has at least 2 attributes:
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Type or Category, unique identifier.
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What does the Identification Activity determine?
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It determines the appropriate level of detail required for CIs. The level of detail established balances the costs of gathering and maintaining data against the value of the data.
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Would the quantity of the type of CI be an attribute?
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No. Attributes are a descriptive characteristic of a CI.
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What are some examples of CI relationships?
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used by...part of...dependent upon...is a component of
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What is a Variant CI? Example?
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A variant is a CI of the same Type as another. Workstation with 15" monitor vs Workstation with 17" monitor
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What does the configuration level refer to?
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Refers to the amount of detail contained in the CMDB for a CI. The greater the configuration level, the greater the detail stored.
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What is the goal of the Control Activity?
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Goal is to record authorized and identifiable CIs in the CMDB.
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How does Configuration Control protect the integrity of the infrastructure?
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By ensuring that no one adds, modifies, replaces or removes a CI without an approved RFC
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What are the 4 Control Activities?
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1. Registration
2. Initial Loading 3. Impact Assessment 4. Baseline (taking a snapshot in time). |
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What is the goal of the Status Accounting activity?
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To report on the current, previous and planned states of a CI.
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What activity maintains CI information within the CMDB throughout its lifecycle?
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Status Accounting
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What are some examples of CI status types?
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Under development, under test, live, withdrawn, archived.
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What is status reporting?
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Status accounting records various status changes for working CIs. It allows for detailed reporting on and tracking of CI status.
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What is the goal of the Verification Activity in Configuration Management?
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Goal is to verify physical existence of CIs and that the CMBD correctly reflects the infrastructure.
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How does the verification activity verify CIs?
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By AUDITING the infrastructure which confirms the accuracy of the CMDB. Also helps identify organizations or individuals that bypass the Configuration management process.
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What other 2 processes does Configuration Management work with?
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Change and Release management. These 3 are best planned at the same time and implemented based on the needs of the IT organization and customers.
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What are the benefits of Configuration Management?
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Help control IT assets.
Promote Efficient and effective handling of problems. Enable economic provision of quality IT service. Provie ability to absorb rapid change. enable adherence to legal obligations. Provide for better control of software. Help lower security risks. Aid in expenditure planning. Support IT service continuity planning. |
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What is a potential problem area of Configuration management?
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Management commitment.
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What is the biggest problem in Configuration Management?
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Selecting the wrong CI Level.
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What is the Golden Rule in Configuration Management?
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Start at a higher level (less detail) and move to a lower level (more detail) as needed.
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What are the critical success factors of Configuration Management?
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1. Control of IT assets.
2. Economic Service Provision 3. Delivery of Quality IT services 4. Support, Integration and Interfacing to Other processes. |
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What is the objective of Change Management?
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Objective of change management is to maximize the benefits of Changes to the benefits, while at the same time minimizing the risks.
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What is the definition of a change?
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The process of moving from one defined state to another.
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What are the Goals of Change Management?
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1. Repeatable processes for making changes.
2. Protecting services when making changes 3. Making changes quickly and accurately |
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What are the activities of the Change Lifecycle?
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Logging and Filtering
Prioritizing and Categorizing Authorization and Prioritizing Reviewing Changes |
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What is an Urgent Change?
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A change that must be introduced as soon as possible to alleviate or avoid detrimental impact on the business.~
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What is the formal structure of the Change Management process?
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IACLAAPCEC
Initiation Acceptance Classification Logging Assessment Authorization Planning Coordination Evaluation Closure |
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What is goal of Logging and Filtering Activity?
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Accept RFC
Log Filter OBTAIN priority |
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What is goal of Prioritizing and Categorizing Activity?
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Assess RFC
ESTABLISH a Priority Assign a Change category and optionally apply a change model. |
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What are the 3 types of Change Categories?
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Major: Executive Management Authorizes; CAB assesses
Minor: Change Manager assesses/authorizes Significant: CAB assesses/authorizes. |
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What is the goal of the Authorization and Planning Activity?
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1. Authorize change.
2. Identify and assign resources. 3. Establish the schedule for the change 4. Planning which is done by CHANGE MANAGER. 5. Change Manager assigns change to a CHANGE BUILDER who plans and executes the change. |
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Who has responsibility for the coordination of the technical resources necessary to build a change, develop the test plan, develop the backout plan, execute the test plan and when ready, implement the Change through the ... process
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The change management process, via the change manager ... release management process.
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Who has responsibility for implementing a change once the change build and test process completes and change management authorizes the RFC which proceeds to Release management.
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Release management.
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What is the goal of the Reviewing Changes Activity?
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Goal is to see if change was successful (short-term) and had the desired effects (long term). Immediately after change is implemented, a Post Implementation Review (PIR) occurs to determine whether to back out change. After change passes PIR, change management schedules another longer-term review of the Change (months into the future). RFC can not close until after the immediate PIR.
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What is the other types of Changes that does not fit into the 3 categories?
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Standard change which are pre-authorized. Urgent change which requires use of Urgent change process.
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What is a change Model? pg 123
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jj
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What is change template? pg 123
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jjj
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What is difference between Standard Change and Service Request?
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Service requests are typically frequent operational tasks or activities.
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Which process coordinates the release of CI's into the Live environment, as changes authorized by the Change Management process?
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Release Management
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Which 2 processes are sources of RFCs to address availability or capacity related issues?
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Availability and Capacity Management.
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Which process utilizes data from the CMDB to execute its process and will help calculate the full costs and benefits of any proposed change?
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Financial Management Process.
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What is the objective of Release Management?
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The objective is to protect IT services in the Live Environment through the use of formal procedures that control the release, distribution, implementation and maintenance of Configuration Items.
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What are the goals of Release Management?
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1. Better quality software and hardware.
2. Repeatable processes for rolling out software and hardware releases. 3. Implementation of releases swiftly and accurately. 4. Cost-effective releases. |
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What does the Release Management process encompass?
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It compasses the planning, designing, building, configuration and testing of hardware and software processes.
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Change Management provides an "authorized release" to Release management, starting the ...
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Release Management process
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What is a release?
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A collection of new or changed CIs which are tested and introduced into the Live Environment together.
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Who has responsibility of the Release Management process?
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The release manager. He/She may form a team to manage the release activities.
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What are the 5 activities of the Release Management process?
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1. Physical control of authorized components - RM ensures the physical control of authorized components via the DSL and DHS.
2. Release to Production 3. Software Distribution. 4. Software Implementation. 5. Management Reporting. |
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What does the Definitive Hardware Store (DHS) and Definitive Software Library (DSL) store?
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Physical assets and CIs such as spare parts, software media and paper licenses. The CMDB stores electronic information such as problem records, CIs, etc.
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What are the 3 logical environments associated with Release Management?
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Live, Controlled - Test, Development - Build
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What are the Activities of Physical Control of Authorized Components?
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1. Retention
2. Audit 3. Naming Convention 4. Supported Environment 5. Security Considerations |
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What is the DSL?
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The Definitive Software Library is the physical storage area for definitive copies of authorized software and their associated CIs.
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The DSL may consist of more than one physical library or storage place.
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True
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The DSL should be separate from development and test file storage areas.
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True.
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What 2 processes control the DSL?
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Change and Release Management.
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What are examples of CI statuses?
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Live Development Archived Testing
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What is the key to the integrity of the Release Management Process?
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Restricted access to its contents.
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New builds, and new releases, should stage first in the DSL and then propagate to the Live Environment.
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True.
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What are the Release to Production Activities?
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Release Acceptance
Release Distribution Release Policy Rollout Planning Build Distribution |
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What is Release Policy concerned with?
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As part of Release management, Release policy is concerned with how to release a package and the frequency of their distribution. It attempts to balance the business need for the release with the potential negative side effects of changing the IT infrastructure. Release policy should also include mechanical details like to manage failure reporting, baseline revision: management details like the frequency of approval meetings and business benefits of the change.
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In release management, what are the 3 methods for distributing a release (ROLLOUT PLANNING)?
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1. Big Bang - or distributing the release all at once.
2. Phased - or over some period of time by location or line of business 3. Rolling |
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What are RELEASE DISTRIBUTION procedures concerned with?
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Concerned with methods for deploying and implementing a release. Example could be determining whether users download software or receive a CD rom.
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What is BUILD MANAGEMENT concerned with?
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Ensures availability of suitable Build and Test environments in order to replicate the expected Live Environment for testing. This ensures that no configuration-related errors or incompatibilities cause a release to fail.
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What is RELEASE ACCEPTANCE concerned with?
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Release acceptance is the final step in a Release. It is a sign-off on the completeness and accuracy of the Release.
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What is a release unit?
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Release unit refers to the composition of a release.
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What are the 3 release units and give examples?
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Full - .exe and ancillary files
Delta - print driver for Office Package - one or more FULL or Delta releases gathered into a single release unit for testing and release into the Live environment. Ex: release of an entire office productivity suite, with several programs and commonly shared libraries and support files released at one time. |
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Although not included in one of the categories, what is fourth type of release unit?
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Emergency
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What is the goal of the Release Management Distribution Activity? pg 145
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Goal is the distribution of software or hardware prior to its implementation.
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What is the goal of the Release Management Implementation Activity? pg 146
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Goal is to install new or upgraded hardware or software according to the release plan.
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What does the Service Level Management process do?
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It brings together all of the other IT service support and delivery processes to define, negotiate, agree, deliver, monitor and review IT services.
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What are the goals of Service Level Management
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Deliver Services as previously agreed.
Provide services at affordable costs Manage quality and quantity of IT services required. Manage the interface with business and users. |
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What is the objective of Service Level Management?
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Objective is to improve and maintain business-aligned IT service quality through the a constant cycle of agreeing, monitoring, reporting and reviewing IT service achievement.
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SLM is the process of defining, agreeing, documenting and managing the levels of customer IT services that are required and cost justified.
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T
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How does the customer communicate needs to IT?
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Via Service Level Requirements
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Service Levels have associated Service Level Objectives which ...
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define the service that IT must deliver to a customer in qualitative terms.
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What is a written agreement that documents agreed SErvice levels for a service?
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Service Level agreement
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The role of service manager has responsibility for managing both ... and ...
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SLAs and Operational Level Agreements and may have some responsibility for Supplier management.
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Additional roles found in SLM include
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Customer Relationship managers or Account managers that may have responsibility for SLA review meetings and soliciting customer feedback on service quality.
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What are the process activities of SLM?
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Planning - designs SLM process to fit the unique requirements of the business
Implementing and Managing- covers launch of one or more SLAs. Execution involves measuring, monitoring, and reporting on the on-going performance of the IT service. Reviewing - SLM includes period review of the process itself to ensure efficiency and effectiveness. Takes into consideration situations that cause the performance of an IT service to fall outside the service targets established by a SLA. Service Improvement Plan/Program - a formal plan or program developed when the IT service provider is not currently delivering a service that meets legitimate SLRs of the business |
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For the initial PLANNING activity of SLM, part of establishing a BASELINE of IT capability is to review ... and ...
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Underpinning contracts - contract with external supplier
OLAs Operational Level Agreements - Internal agreement covering the delivery of services which support an IT organization in the delivery of services. |
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The implementation of SLM starts with the creation of a ...
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Service catalog which describes the IT services and their targeted quality of service
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During implementation of a SLM, the ... is created which is derived from
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SLA structure derived from IT capabilities, corporate policies and customer requirements.
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During implementation of a SLM ... also takes place which involves defining a SLA, establishment of the customer's SLR and drafting of an SLA.
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Negotiation.
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What are the minimum requirements for a SLA?
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Description of the IT service covered
Period of the agreement Quality of the service metrics Signatures of the responsible individuals Security section. |
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Security sections require active management and review whenever the agreement undergoes ...
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its routine review and revision cycle or whenever a Major Change affects IT resources with security control
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Who carries out the SIP?
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Problem Management
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What are the process benefits of SLM?
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Improves Business Performance.
Improves Business and IT relationships. Establishes optimal balance between service and cost. Improves Image of IT Improves better performance of 3rd parties. |
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What is the biggest problem in the successful implementation of the SLM process?
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Lack of "Professional Management".
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What are the critical success factors of SLM?
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Provide services at affordable costs
Manage quality and quantity of IT services required. Manage the interface with business and users. |
