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52 Cards in this Set
- Front
- Back
What are the features of process design?
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Each process is designed to turn defined inputs into defined outputs, and to accomplish a specific objective.
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What do you need to take into consideration when designing a service solution?
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Alternative service solutions need to be dsigned, and Service Level Requirements should be set.
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What should be taken into account when assessing IT capability and maturity?
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Staff resources, technology environment
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IT Infrastructure Architect
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The development of the physical technology model and the infrastructure components that are required to support it.
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Business and organizational architect
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The development of business models, business processes, and organizational design
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Service Architect
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The development of all the architectures that support the function of the business
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Service Requirement Status: Analyzed
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The set of requirements for the new service are being prioritized.
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Service Requirements Status: Chartered
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The set of requirements for the new service are being communicated and resources and budgets allocated
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Service Requirement Status: Requirements
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And outline of the requirements of a new service have been received from the organizations management or from IT
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Service Requirement Status: Approved
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The set of requirements for the new service has been authorized
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Service Status Option:
Operational |
The new service has been implemented and is functional within the live environment
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Service Status Option:
Built |
The new service is being constructed
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Service Status Option:
Retired |
The service is no longer operational
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Service Status Option:
Test |
The new service is being evaluated
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Service Design
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Identifying the requirements for new services and processes and defining the solutions that meet these requirements.
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Five aspects of Service Design that need to be considered and that determine its scope.
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New or changed services
Service management systems and tools Processes Service measurement systems and metrics Technology architectures and management systems |
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What are the four P's
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Partners, Processes, People, Products
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Deming Cycle: Plan
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Project Plan
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Deming Cycle: Do
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Project
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Deming Cycle: Check
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Audit
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Deming Cycle: Act
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New Actions
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The goal of the Capacity Management process
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to ensure that cost-justifiable IT capacity in all areas of IT always exists, and is matched to the current and future agreed needs of the business, in a timely manner. Capacity Management is responsible for managing capacity and performance.
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The purpose of Change Management
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to enable beneficial changes to be made, with minimum disruption to IT services.
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Availability Management is responsible for
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defining, analyzing, planning, measuring, and improving all aspects of the availability of IT services.
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Configuration Management is responsible for
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maintaining information about the Configuration Items that are required to deliver an IT service, including their relationships.
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How are process metrics obtained
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in the form of Key Performance Indicators (KPIs), Critical Success Factors (CSFs), and activity metrics
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What are technology metrics frequently associated with
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component and application-based metrics. This would include metrics such as performance and availability.
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How are service metrics calcuated
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Service metrics are the product of the end-to-end service, and are calculated using component metrics.
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What is an incident
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an unplanned interruption to an IT service or reduction in the quality of an IT service.
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What does the dashboard utility do?
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Dashboards provide management-level reports to users and customers and can also give real-time statistics for processes and utilization. Dashboards are useful for monitoring and diagnosing as well as reporting and determining trends.
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What does the Workflow Engine do?
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A Workflow Engine would allow the pre-definition and control of defined processes.
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What does the Remote Control do?
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Remote Control is a technology used by Service Desk analysts and other support groups to be able to take control of the user's desktop or servers for problem analysis and resolution.
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What do Diagnostic Utilities do?
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Diagnostic Utilities would be useful if the technology incorporated the capability to create and use diagnostic scripts and other diagnostic utilities.
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What are the two aspects of the Service Catalog?
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The Business Service Catalog
The Technical Service Catalog |
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What should be included in the Formal Contract? (5)
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- Security requirements
- Business continuity requirements - Mandated technical standards - Migration plans - Disclosure agreements |
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What's the purpose of the implement element in ISMS
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to make sure that the proper procedures, tools, and controls are implemented to strengthen the Information Security Policy
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What's the purpose of the control element in ISMS
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are to establish a framework, establish an organization structure, and to allocate responsibilities
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What's the purpose of the plan element in ISMS
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devising suitable security measures with respect to the needs of the organization.
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What's the purpose of the Evaluation element in ISMS
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watching for potential security incidents, as well as carrying out internal audits. It also involves supplying information to external auditors if necessary
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What are the ITIL v3 Lifecycle core volumes?
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Service strategy, Design, Transition, operations, and continual service integration
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Which of the following options should be the single point of contact for IT users on a day-by-day basis?
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Service Desk
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What does automation improve?
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Utility and Warranty of services
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A configuration item is under the control of which service management process?
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Change management. CIs need to be managed in order to deliver an IT service.
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What is an example of a Service Asset?
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Resources and Capabilities
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Monitoring soft issues requires what?
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Feedback
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What is the core of Service Management?
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Transforming resources into valuable services
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What two factors make service value?
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Utility, Warranty
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What does Utility do?
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Defines the function that an IT Service provides from the customers perspective
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What does Warranty do?
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Provides the customer a level of reassurance and gaurentee the Service will me agreed requirements.
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What are the attributes of warranty?
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Availability, capacity, continuity, and security levels
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3 Categories of services in service protfolio
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Service Pipeline, Service Catalog, Retired Services.
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What are the five aspects of service design
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Measurement systems and metrics.
Business processes. Service management systems and tools. Technology architectures. New or changed services |