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83 Cards in this Set
- Front
- Back
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Name the 5 Stages of the ITIL Lifecycle |
Service Strategy Service Design Service Transition Service Operation Service Improvement |
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List some ITIL Main goals |
-Understand business needs -Provide cost-justifiable service quality -Define clear roles and responsibilities -Identify Key Performance Indicators |
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List the functions of a Process Owner |
-Define process and strategy -Assist with process design -Ensure necessary documentation -Define policies/ensure compliance -Review process strategy |
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List the functions of a Service Owner |
-Customer contact for service issues -Ensure service delivery meets requirements -Identifies opportunities for improvement -Works with Process Owners |
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List the functions of a Process Manager |
-Appoints people to roles -Works with Service Owners to make sure process runs smoothly -Monitors/Reports on process performance -Improves process implementation |
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What does RACI stand for |
Responsibility (Many responsible for process) Accountability (One responsible for process) Consulted Informed |
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RACI
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Responsible - Accountable - Consulted - Informed
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4 P's
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People - Process - Products (Technology) - Partners
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5 Aspects of Service Design
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Service Soultions - Service Management Tools - Architectures and Architecture Management - Proesses - Measurement methods and Metrics
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ITSCM
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IT Service Continuity Management Process
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VBF
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Vital Business Function
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BCM
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Business Community Mgmt. Includes BIA - Continuity Plans (IT/Business) - and Continuity designs
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Four Availability Mgt measures
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Availability - Reliability - Maintainability - Serviceability
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BIA
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Business impact continuity management (Determines RTO - RPO - and SLAs for disasters)
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SMP
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Supplier Mgt Process: Manage relationships - negotiate contracts - maintain Supplier DB contract database
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Define difference between Role and Function
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Role = people; Function = Activity of roles and processes |
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Demming Cycle (APCD)
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Act - Plan - Check - Do
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4 Phases of Release and Deployment
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Planning - Build/Test - Deployment - Review and close
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DIKW Model
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Data - Information (who - what - when - where) - Knowledge (how) - Wisdom (why?)
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Is ITIL a standard?
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NOPE
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Components of CSI
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What is the vision? Where are we now? Where do we want to be? How do we get there? Did we get there? How do we keep the momentum going?
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Components of Service Operation
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Event Management - Incident Management - Problem Management - Request Fulfillment - Access Management
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Technology helps with all aspect of service improvement
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Yup.
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Do standard (pre-approved) changes need to be documented?
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Yes
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What process would provide staff to monitor events in an operations bridge?
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IT Operations Management
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Three CSI Metrics:
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Technology - Process - and Service
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Are suppliers stakeholders?
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Yup.
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Which ITIL section has descriptions of service catatlog - IS management - and Supplier Management
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Service Design
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In what processes does Service Strategy provides value?
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The entire ITIL lifecycle
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Is internal experience part of best practice?
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Yes
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Business management is…
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Future looking for new business requirements
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Major incidents require…
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Separate procedures
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What creates value for customers?
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Resources and Capabilities
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DML has
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Authorized versions of all media CIs (but no backup stuff)
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What areas of service management can benefit from automation
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All of them
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What does a service based SLA cover?
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A single service for all customers of that service
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Do service desks implement all standard changes?
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Nope
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Is the risk register included in release policy?
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No
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What components are in every process?
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Roles - Inputs/Outputs - Metrics
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Main objectives of incident management
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"Detect issues (possibly event management's job?) and restore operation. Does NOT include ""minimizing adverse impacts"" (That's Problem Management)"
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Service Trainsition doesn't supply project management training
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. |
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Does the service portfolio cover past - existing - future - or all services?
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Past - Present - and Future Services
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Does the service catalog cover past - existing - future - or all services?
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Present only. (The Portfolio covers all of them)
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A known error record can be raised any time in the Problemt Mgt Process
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Functions != people/Jobs. People/Jobs = Roles
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Process owners not responsible for executing process activities
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What are the three types of metrics that an organization should collect to support continual service improvement (CSI)
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Technology - process and service
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Is incident management responsible for detecting events?
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No - that's event management's job.
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Name the three elements of the service portfolio
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Service Pipeline - Service Catalogue - Retired Services
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"Define ""Utility"" of a service"
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The attributes of the service that have a positive effect on the performance of activities - objects - and tasks associated with desired outcomes.
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Service Catalog Manager is not responsible for the service pipeline creation
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Describe customer based SLA
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An SLA covering all the services that a single customer uses
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Items in a capacity plan
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Options - Mgmt Summary - Business Workload Forecasts
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Aspects of Availability Management
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Security - Reliability - Maintainability
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CI information in the CMDB should be…
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As detailed as possible
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Config Mgmt and Change/Release mgmt are closely intertwined
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Members of the CAB should include..
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Problem Manager - Customer - Change Manager - Senior IT Tech mgrs
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SOA within Avaibility management
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Service Outage Analysis
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Immediate Recovery timeframe
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24-72 hours (?really?)
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Serviceability is an element of Availability Mgt. How is it best described?
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The availability of parts and support from external suppliers/vendors
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The process to implement SLAs comprises of the following activities in sequence:
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Catalogue services - establish SLRs - review underpinning contracts and OLAs - negotiate service levels - agree SLAs
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Which of these best describes the purpose of Capacity Management?
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To provide cost-effective IT capacity to meet agreed service levels
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Does problem management REQUIRE Incident management
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No - you can solve long standing problems without incident mgmt info
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The Scope of a release is best defined by
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The RFCs that it satisfies
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Change manager chairs the CAB
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Probably
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CMDB should only contain detailed information about CIs under Change Control
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Problem to Incident relationship ratios
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One incident to one problem - Many Incidents to one problem
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ISPL
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IT Service Procurement Library
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Define SACM
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Service Asset and Configuration Management
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Define RADM
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Release and Deployment Management
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7 Rs of change management
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"Who raised the change? What was the reason for the change? What is the return required? What are the risks involved? What resources are required? Who is responsible for the work? Relationship to other changes?
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Which comes first in Incident Mgmt? Prioritization or Categorization?
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Categorization
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Define VOI
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Value on Investment (Value created by benefits that are not financial)
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7 Steps of CSI
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What should you measure - what CAN you measure? - Gather the Data - Process the Data - Analyze the data - Present the information
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Define a Function as described in ITIL
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A structured set of activities designed to accomplish a specific objective.
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"Who ""Owns"" ITIL"
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The UK Government
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Difference between Service Catalog and Service Portfolio
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Service Portfolio contains all services (Upcoming - operating - retired). Service Catalog contains only current services.
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Name the 5 Processes in Service Strategy. (FSDBS) |
Financial Management for IT Service Portfolio Management Demand Management Business Relationship Mgt (BRM) Service Strategy for ITSM |
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Name the 8 Processes in Service Design (D ASS CISS) |
Design Coordination Availability Mgmt Service Level Mgmt Service Catalog Mgmt IT Service Continuity Mgmt Security Mgmt Supplier Mgmt |
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Name the 7 processes in Service Transition (CC TRACKS) |
Change management Change Evaluation Transition Planning and Support Release and Deployment Mgmt Asset and Configuration Mgmt Knowledge Mgmt Service Validation and Testing |
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Name the 5 Processes of Service Operation (RIP AE) |
Request Mgmt Incident Mgmt Problem Mgmt Access Mgmt Event Mgmt |
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Name the 4 Functions of Service Operation (STA-IT) |
Service Desk Technical Mgmt Application Mgmt IT Operations |
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Name the 3 processes of CSI (SS7) |
Service Mgmt Service Level Mgmt 7 Steps of CSI |
