Itil Problem And Change Management

Front 1

What does effective problem management do?

Back 1

increases first-attempt resolution rtes and decreases total number of problems

Front 2

What is an incident?

Back 2

an unplanned result in the operation of an information system

Front 3

What is a problem?

Back 3

the unknown cause of an incident

Front 4

What is a known error?

Back 4

a known cause of an incident, with a workaround identified

Front 5

What are the 3 groups of activities in problem management?

Back 5

*problem control
*error control
*proactive problem management

Front 6

What does problem control do?

Back 6

identifies CI's at the root of a problem and informs service desk on workarounds

Front 7

What does error control do?

Back 7

tracks known errors and removes them when possible

Front 8

How is success measured in problem management?

Back 8

by the number of problems identified and removed

Front 9

What are the outputs of problem management?

Back 9

closed problems, known errors, RFC's, and updated records

Front 10

What are the 2 approaches to problem management?

Back 10

proactive and reactive

Front 11

What are the two divisions in reactive problem management?

Back 11

problem control and error control

Front 12

What are the 3 major problem control activities?

Back 12

*identification and recording
*classification: category and priority
*investigation and diagnosis

Front 13

What 2 factors should be used in prioritizing problems?

Back 13

*impact: the potential effect on business
*urgency: how quickly a solution is required

Front 14

What are the 5 major error control activities?

Back 14

*error classification & recording
*error assessment
*error resolution recording
*error resolution monitoring
*error closure

Front 15

What are the 2 sources used to identify known errors?

Back 15

live environment and development

Front 16

What criteria should be used in determining whether to fix an error

Back 16

Whether the benefit of fixing it outweighs the cost

Front 17

What should be done if the cause of an error to be fixed is internal?

Back 17

open an RFC

Front 18

What should be done if the cause of an error to be fixed is external?

Back 18

contact supplier

Front 19

What are the 2 major activities in proactive problem management?

Back 19

*analyze: perform trend analysis to see what problems are happening frequently
*target

Front 20

What is the problem manager responsible for?

Back 20

*maintaining & developing problem control activities
*monitoring effectiveness of error control activities & making recommendations
*cascading info about workarounds & fixes to appropriate people
*monitoring progress of problems & known errors

Front 21

Why should the problem manager and the service desk manager be separate people?

Back 21

their priorities are incompatible

Front 22

What are the 3 critical factors in problem management?

Back 22

*performance targets
*periodic audits
*problem reviews

Front 23

What is the goal of problem management?

Back 23

investigate the root cause of a problem. Speed is less important.

Front 24

What is the goal of incident management?

Back 24

recover as quickly as possible. Cause is less important.

Front 25

What are the 3 benefits of change management?

Back 25

*better service
*fewer failures
*clearer priorities

Front 26

What are change requests used for?

Back 26

significant and usually unplanned changes affecting many users

Front 27

What are service requests used for?

Back 27

minor changes, routine and affecting few users

Front 28

What is a change model?

Back 28

a fixed procedure created by change management for handling SR's

Front 29

What are the 5 steps in change management?

Back 29

*filtering RFC's: does the RFC need to be done?
*assessing impact: prioritize
*authorizing changes: uses Change Advisory Board
*reviewing changes: lessons learned
*closing change requests

Front 30

At what 2 points doe change requests receive scrutiny?

Back 30

in the beginning, to determine what is needed; and at the end, to determine success

Front 31

What are the outputs from change management?

Back 31

*Forward Schedule of Changes (FSC)
*RFC's
*Change Advisory Board decisions
*change management reports

Front 32

What are the 5 major activities in change management?

Back 32

*logging & filtering
*assessing & classifying
*approving
*planning & coordination
*reviewing & closing

Front 33

What are 5 common elements in RFC's?

Back 33

*identification number (recorded in CMDB)
*related documents
*affected CI's
*reason for change
*name of requester

Front 34

What 3 perspectives does the CAB use to evaluate RFC's?

Back 34

*financial
*technical
*business

Front 35

What other phases does change management play a role in?

Back 35

*scheduling
*building
*testing
*implementing

Front 36

What is a Post-Implementation Review (PIR)?

Back 36

the examination of a completed change

Front 37

Who approves changes in an emergency?

Back 37

the Emergency Committee, a subset of the Change Board

Front 38

What are the 4 responsibilities of a change manager?

Back 38

*receives and filters RFC's
*coordinates activities of CAB
*issues and maintains FSC
*closes RFC's

Front 39

In what 3 ways does change management differ during an emergency?

Back 39

*Emergency Committee approves change
*testing may be delayed
*failed changes may be re-implemented immediately

Front 40

What are the 3 factors in change management success?

Back 40

*appropriate tools
*supporting processes
*management commitment

Front 41

What are the 3 major costs of change management?

Back 41

*personnel
*software
*hardware