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126 Cards in this Set

  • Front
  • Back
What is the de facto standard in Service Management?
The IT infrastructure Library (ITIL/ITSM). The framework allowed the adoption of many Service Management companies.
The Office of Government Commerce (OGC) developed what?
ITIL which aligns the Business processes with IT Processes
What are the 5 books of ITIL V3?
1. Service Strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement
What is IT Service Management?
A set of specialized organizational capabilities for providing value to customers in the form of services.
What are the 4 P's attributes of ITSM?
People
Products
Processes
Partners
Key characteristics that contribute to ITIIL's Glbal Success?
Non - Prescriptive
Best Practice
Good Practice
What is best practice vs good practice?
Best Practice - ITIL service management practices represent the learning experiences and though leadership of the world's best in class service providers

Good Practice - Not every practice in ITIL can be considered Best Practice. Good and best are what give meaning and achieveability
What is ITIL Vaule Proposition?
- Provide value to the customer
- Understand customer's business objectives (external or internal customers)
- Predicting customer needs through preparation, analysis and examining customer usage patterns.
- Use systematic serv. mgmt.
What is a service?
Delivering value to customers by facilitating oucomes customers wants to achieve without the ownership of specific costs and risks. "means of delivering value"
What is a process?
A set of coordinated activities combining and implemetning resources and cababilities in order to produce an outcome and provide value to customers or stakeholders.
What is a function?
A team or group of people and the tools they use to carry out one or more processes or activities.
Name the types of function.
Service Desk
Technical
Application
IT Operations
What is RACI?
Responsibility
Accountability
Consult
Inform

A technique use to define roles and responsibilties of people or groups in relation to processes and activities
How many people should be accountable according to ITIL?
1 person is to be accountable.
What is a process?
Set of coordinated activities and resources to add value to customer stakeholders.
Describe the RACI Model.
A technique use to define roles and responsibilties of people or groups in relation to processes and activites.
Define the four RACI model processes.
Responsibility - actually does the work but reports to the function or position that is accountable.

Accountable - accountable for ensuring that the action takes place, even if they might not do it themselves.

Consult - advice/ guidance/information can be gained from this position or function prior to the action taking place.

Inform - the function or position that is told about the event after it has happened.
What is the objective of Service Strategy?
Money, demand and type of services to be provided.
What are the processes for Service Strategy?
1. Financial Management for IT services
2. Service Portfolio Mangement
3. Demand Management

FSD
What is the objective of Service Design?
build it they will come. Stage in the lifecycle that turns Service Strategy into the blueprint.
What are the processes for Service Design Processes?
1. Service Level Management
2. Capacity Management
3. Availbility Management
4. IT Service Continuity Mangement
5. Information Security Mangement
6. Service Catalog Management
7. Supplier Management

"SCAI IIS"
What is objective of Service Transition?
Provide guidance for the development and improvement of capabilities for transitioning new and changed service into live service operation.
What are the processes for Service Transition?
1. Knowledge Mangement
2. Change Management
3. Release and Deployment Mgmt.
4. IT Service Asset and configuration Mangement
5. Service Validation & Testing

"KC RACS"
What is objective of Service Operations?
Where the value is seen by the customer.
What are the processes of Service Operatons?
4 Functions:
1. Service Desk
2. Technical Mangement
3. Applications Mangement
4. IT Operations mangement

Processes:
1. Request Fulfillment
2. Incident Mangement
3. Problem Mangement
4. Access Management
5. Event Management

"STAIT" functions and
"RIP AE" Processes
What are the objectives of Continual Service Improvement (CSI)?
Uses feedback system based on Deming Quality cycle: "Plan Do Check Act" (PDCA)
What are the processes for CSI?
1. Service Level Management
2. Service Measurement
3. Seven Steps to Improvement

"SSS"
What is a Lifecycle?
The various stages through which a living thing passes.
eg: Strategy>Design>Transition>Operation>CSI
What is a function?
Units of organizations specialized to perform work
- Self contained with capbilities and resources
What are the four functions of ITIL?
Service Desk
Technical
Application
IT Operations
What is a process characteristics?
- measureable and are performance driven.
- specific results. Outputs-Deliverables
- Respond to a specific event or trigger.
What are the 3 types of Service Providers?
Internal Service Provider (ISP)
Shared Service Provider (SSU)
External Service Provider (ESP)
What is a Utility?
"Fit for purpose". Functionality offered to meet a particular need, what it does. This is "Fit for Purpose" What the customer gets.
What is Warranty?
"Fit for Use". A promise that a product or service will meet its requirements. Is the service dependable. How it is delivered. This is "Fit for Use"
What is a service value?
Service Warranty + Service Utility = Service Value
What is Capabilities?
the ability of and organization or person, process, application item or IT service to carry out an activity. Capabilities are the intangible assets of an organization.
What is Resources?
Direct input for production. IT infrastructure, people money or anything else that might help to deliver an IT Service.
What is purpose of Service Portfolio Management?
Describe a provider's services in terms of the business value. Articulate business needs and how the provider can meet those needs.
What are the three categories for Service Portfolio management?
Divided into three categories:
1) Service Pipeline (services proposed or in development)

2) Service Catalog (live or available for deployment)

3) Retired Services (services that are decommissioned)
What are the four activities for Service Portfolio management?
1. Define
2. Analyze
3. Approve
4. Charter
The Analyze in the Service Portfolio Activities service investments are split as...
1. Run the Business (RTB)
2. Grow the Business (GTB)
3. Transform the Business (TTB)
Activity Based Demand Managementis based on what?
Patterns of Business Activity (PBA) influence the demand patterns seen by the service providers.
What are the 3 main activities in Financial Mangement?
1) Budgeting (estimates variable costs, produce the actual budget, cost of infrastructure)
2) Accounting (maintains accounts and cost center information)
3) Charging (invoiceing the customer)
What is Provisional Value?
the actual underlying IT related to provisioning a service.
What is Service Value Potential?
based on customer's perception of the value from the service in comparison with what is possible using the customers own assets. Provisioning Value provides the baseline from which the Service Value Potential is determined.
What are the 5 aspects of Service Design?
Functional Requirements
Management Systems and Tools
Technology Architectures
Processes
Measurement Methods
What are the 7 types of Service Supplier Models?
1) Insourcing
2) Outsourcing
3) Co-Sourcing
4) Partnership or multi sourcing
5) Business Process Outsourcing (BPO) - trend of relocating entire business functions to a low cost location
6) Application Service Provision (ASP) - eg lease to own.
7) Knowledge Process Outsourcing (KPO) - provide domain-based and business expertise, it is also the newest form of outsourcing.
What is SLA?
Service Level Agreement with the customer.
What is OLA?
Operational Level Agreement used internal.
What is UC?
Underpinning contracts used for external vendors or suppliers.
What is SQP?
Service Quality Plan
What is SIP?
Service Improvement Program
What are the two aspects of the Service Catalog Mangement activities?
Business Service Catalog - the customer's view of the service catalog (BSC)

Technical Service Catalog - technical details of the service or product. NOT form part of the customer view.
On Supplier Mangement, what is objective and SCD?
Supplier and Contract Database (SCD) maintains the supplier policy....
What is Capacity Mangement?
Ensures taht all the current and future capacity and performance aspects of the business requirements are provided cost-effectively.
What are the 3 processes for Capacity Mangement?
1) Business Capacity Management (BCM)

2) Service Capacity Management (SCM)

3) Component Capacity Mangement (CCM)
What is Availability Mangement?
Optimize the capabiity of your IT infrastructure. Vital for the business function
What is MTBF?
Mean Time between Failures. - UPTIME
What is MTRS?
Mean Time to Restore Services - DOWNTIME
What is MTBSI?
Mean Time between System Incidents
What is objective of IT Servcie Continuity Management?
Support the overall business continuity management process by ensuring that the required IT technial and services facilities can be recovered...
What are the recovery options?
1) Do Nothing.
2) Manual Work Around
3) Reciprocal Arrangements
4) Gradual Recovery (cold standby) - takes longer than 72 hours to recover
5) Intermediate Recovery (warm standby) - takes 24-72 horus to recover)
6) Immediate Recovery (hot standby) - 24 hours or less
What does Information Security Mangement ensures?
Confidentiality
Integrity
Availability

CIA of an organization's assets, information, data, and IT services.
"CIA"
What are the 5 processes for Service Transition?
Knowledge Mangament
Change Mangement
Release & Deployment mgmt
IT Service Asset and configuration mgmt
Service Validation & Testing
What is Knowledge Management?
Respoinsible for gathering, analyzing, storing, and sharing knowledge and information within the organization.
What are the 4 spheres of knowledge management?
Data
Information
Knowledge
Wisdom

Wisdom cannot be captured by a tool.
What is SKMS?
Service Knowledge Management System. A complete set of tools and databases that are used to manage knowledge and information
What is CMS?
Confguration Management System . Tool used to manage an IT service provider's configuration data.
What is KEDB?
Known Error Database
Objective of Change Management is....
Ensure that standardized methods and procedures are used for efficient and prompt handling of Change-related Incidents upon service quality, and consequently improve the day-to-day operations of the organization.
What are the 7 R's of Change Management?
1. who RAISED the change?
2. what is the REASON for the change?
3. what are the RETURN required from the change?
4. what are the RISKS involved in the change?
5. what RESOURCES are required to deliver the change?
6. who is RESPONSIBLE for the build, test and implementation of the change?
7. what is the RELATIONSHIP between this change and other changes?
What are the three types of change?
1) Normal - follows the steps of the change process.

2) Standard - pre-approved, low risk, common. eg password reset.

3) Emergency - a change must be introduced as as possible. eg virus fix.
What is RFC?
Requests for Change. A request for change that is FORMALLY issued.
What is Change Manager?
Responsible for Change Management process and authorizes all changes.
What is a CAB?
Change Advisory Board (CAB). A dynamic group of people that approves the changes with medium to high priority , risk and impacts.
What is EC-CAB
Emergency committee Change Advisory Board (EC-CAB) approves and authorizes changes with high urgency , risk and impact.
What is FSC?
The Forward Schedule of change (FSC) contains details of all approved changes and their proposed implementation date.
When should Release Management be used?
- Large or critical hardware deployment
- Major Software deployment
- Bundling related set of changes
What is Big Bang?
A service is deployed to all user areas in one operation.
What is Phased in Release and Deployment Management.
A service is deployed in subsequent parts.
What is push approach?
is used where the service component is deployed from the center and pushed out to the target locations.
What is pull approach?
used for software releases where the software is made available in a central location but users are free to pull the software down to their own location at a time of their choosing.
What is automation?
helps to ensure repeatability and consistency.
What is manual?
monitor and measure the impact of many repeated manual activities as they are likely to be inefficient and error prone.
What is Release?
A collection of authorized changes to an IT service.
What is Release Unit?
The portion of the IT Infrastructure that is released together. A package thing.
What is Major Release?
Major roll out of new hardware and/or software.
What is Minor Release?
A few minor improvements and fixes to known errors.
What is Emergency Fix?
A temporary or permanent Quick Fix for a Problem or Known Error
What is Definitive Spares (DS?
also known as DHS. Redundancy when your system fails. Physical storage of all spare IT components .
What is Definitive Media Library (DML)
(DSL previous name) the secure library in which the definitive authorized versions of all media CIs are stored and protected. (The DML include definitive copies of purchased software.)
What is Configuration Mangement Database (CMD)?
A database of all your configuration items.
Any components that supports and IT service (except people) is part of....
CI - Configuration Items
This process provide confidence that a release will create a new or changed service that deliver the expected outcomes
Service Validation and Testing
What are the four activites for Service Validation and Testing process?
Validation
Acceptance
Test
Evaluation
Describe the V model.
Left side - focus on service requirements

Right side - focus on validation and test activites
Where does a customer sees the value in the major processes?
Service Operations
What is the Service Desk?
Is a single or first point of contact for end-users who need help. (SPOC)
Name the 3 types of Service Desks.
1) Call center - only call dispatching, no other activities.

2) Helpdesk - managing, coordinating, and resolving incidents.

3) Service Desk - extends the range of services, handling incidents, problems and questions while providing an interface to other ITIL processes such as Service level mangement, Change Management, Availability, Capacity ...
What are the 4 different Service Desk structures?
1) Local Service Desk - service desk per geographic location supporting local users.

2) Central Service Desk - central physical Service desk supporting multiple user groups across multiple geographic locations.

3) Virtual Service Desk - non-physical, single point of contact for multiple user groups

4) Follow the Sun - using "round the world" service desk structure to provide 24 hour support.

LSD
CSD
VSD
Follow the sun
What is an incident?
Any event which is not part of the standard operation of a service.
What is objective of Technical Mangement Function?
Provides detailed Technical Skills and resources needed to support the ongoing operation of the IT Infrastructure.
This is your "daily operational activities".
IT Operations Mangement Function
What is IT Operational Control?
routine operational tasks are carried out by staff.
What is Facilities Management?
usually data centers or computer rooms
This is the process of dealing with Service Requests from the users.
Request Fulfillment process from Service Operation. Proven, Repeatable and pre-approved.
Who closes out the Service Desk?
The customer.
What is an incident?
unplanned interruption or reduction in quality to IT service.
What is Functional escalation?
lack of expertise
What is Hierarchical escalation?
involves more senior levels of management as reason to escalate.
What is workaround?
a temporary fix for the incident
What is a problem?
Unknown underlying cause of one or more incident.

Recurring incidents. A "pattern" of incidents. Failure to halt the recurring incident.
What is Known Error?
known underlying cause of a problem and workaround or permanent solutions has been identified.
What is Problem Resolution?
When workaround identified
What is Problem Closure?
Record closed when known error located and permanent solution is identified.
What is an event?
Detectable or Discernable occurence that is significant.
What are the processes in the CSI?
Service Level Mangement
Service Measurement
Seven Steps to Improvement

Note: Service Level Management is also part of Service Design Processes
What is a baseline?
used to establish a starting point to determine service or process needs to be improved.
Why do we measure?
1) Validate - monitor and measuring to validate previous decisions
2) Direct
3) Justify
4) Intervene
What are the 3 types of metrics?
1) Technology
2) Process - captured in the form of critical success factors (CSFs), Key performance indicators (KPIs) and activity metrics for the service mangement processes
3) Service - used the results of the end-to-end-service.
What are the 7 step Improvement Process?
Step 1: Define what you should measure.

Step 2: Define what you can measure

Step 3: Gather the data Who? How? When? Integrity of data?

Step 4: Process the data Frequence? Format? System? Accuracy?

Step 5: Analyze the data Relations? Trends? According to plan? Targets met? Corrective actions?

Step 6: Present and use the information, assessment summary, action plans, etc.

Step 7: Implement corrective action
Describe the Deming cycle of continuous improvement.
Plan: Scope, Requirements, objectives, Roles and Responsibilities

Do: Funds, Policies, reports, managing and changing

Check: Monitor against plans, survey, report

Act: Policy on improvement, assess, implement (if appropriate)
What are other Framework besides ITIL?
Public Frameworks - ITIL, COBIT, CMMI

Standards - ISO 2000, BS 15000

Proprietary knowledge of organizations and individuals
What is COBIT?
Control OBjectivees for Information and related Technology.
What is MOSCOW method?
Must have this
Should have this if at all possible
Could
Won't
What is SOX?
Sarbanes-Oxely. ITIL has little to do SOX compliance. The ITIL process itself does not require a financial audit that uses SOX.