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ITIL Certification > 6: The Other Service Design Processes > Flashcards

6: The Other Service Design Processes Flashcards

1
Q

The purpose of ISM is to ensure that ___ meets the requirements of the overall ___

A

IT Security

Business security

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2
Q

Service time is the agreed ___ also known as ___

A

Service hours

Uptime

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3
Q

Availability is the ability of a service to perform its agreed ___ when ___

A

Function

Required

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4
Q

A repository for all availability management reports, plans, etc is called a ____.

This repository is apart of the___

A

Availability management information system

SKMS

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5
Q

The objectives of availability management include doing what it takes to meet ___ and ___ availability requirements

A

Current

Future

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6
Q

Downtime is an ____ to service during ___

A

Unplanned interruption

Service hours

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7
Q

What is the equation for maintainability/MTRS

A

Maintainability (MTRS in hours) =

Total downtime in hours
/
Number of service breaks

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8
Q

Low value, low risk suppliers of standard services which can be easily sourced elsewhere are ___ suppliers

A

Commodity

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9
Q

VBF stands for

A

Vital business function

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10
Q

What is the equation to calculate availability

A

Availability % =

Agreed Service Time (AST) - Downtime

/

AST

*100

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11
Q

Serviceability is the ability for a ___ to meet the ___ of its ___

A

3rd party supplier
Terms
Contract

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12
Q

The objective of ISM is to ___ the interest of those relying on information, and the systems and communications that deliver the information, from harm resulting from failures of __, ___, and ___

A

Protect
Confidentiality
Integrity
Availability

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13
Q

Resilience is the concept of having a ___ that does not result in service ___

A

Failure

Downtime

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14
Q

Middle level managers are responsible for managing relationship with ___ suppliers though regular service reviews

A

Tactical

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15
Q

Maintainability is how ___ the fault in a service can be ____

A

Quickly

Overcome

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16
Q

Information security provides the ___ for security activities

A

Strategic direction

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17
Q

Suppliers assessed as medium value and medium risk are ___ suppliers

A

Tactical suppliers

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18
Q

Resilience through redundancy is the use of one or more additional configuration items to provide ___

A

Fault tolerance

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19
Q

ISM is the identification and mitigation of ___ to the __ of the organization’s ___

A

Risks
Security
Information

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20
Q

Maintainability is measured as the ___

A

Mean time to restore service (MTRS)

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21
Q

The purpose of availability is to meet the ___ defined in the SLA

A

Availability requirements

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22
Q

ISM stands for

A

Information security management

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23
Q

Reliability is ___ a service can perform agreed function without ____

A

How long

Interruption

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24
Q

Developing a strategy for service continuity, based on this business impact analysis and the risk management actions and aligned to the business continuity strategy, is a major part of the ___ process

A

ITSCM process

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25
Q

The scope of availability management is all operational services and technology except what?

A

Business continuity management

IT service management

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26
Q

The system where information security policies are stored is the __

A

Security management information system (SMIS)

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27
Q

Suppliers with relatively low impact are ___ suppliers

A

Operational

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28
Q

Reliability is measured by this: ____

A

MTBF - mean (avg) time between failures

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29
Q

Suppliers who are assessed as high value and high risk are ___ suppliers

A

Strategic

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30
Q

Best way to categorize a supplier is based on assessing the ___ and ___ from using the supplier and the __ and ___ of its services to the business

A

Risk
Impact
Value
Importance

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31
Q

The scope of ISM includes both ___ aspects and ___ aspects

A

Physical aspects

Technical aspects

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32
Q

Relationship between the business and a strategic supplier could be coined as ___

A

Partnering

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33
Q

A _____ is a system keeps supplier policies and all information regarding suppliers and contracts

A

Supplier and Contract Management information system (SCMIS)

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34
Q

SCMIS stands for

A

Supplier and Contract Management information system

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35
Q

Supplier management is the process responsible for obtaining __ for __ from suppliers

A

Value

Money

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36
Q

Operational suppliers are managed by

A

Junior managers

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37
Q

Senior level management are responsible for __ suppliers

A

Strategic

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38
Q

Relationship with tactical suppliers involve significant ___ activity

A

Commercial activity

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39
Q

Businesses and strategic suppliers share ___ to enable long term cooperation

A

Confidential information

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40
Q

Suppliers can be categorized into what 4 categories?

A

Strategic
Tactical
Operational
Commodity

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41
Q

The information security policy should cover __ of __

A

All areas of security

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42
Q

___ suppliers require little management

A

Commodity

43
Q

Capacity Management is responsible for ensuring capacity of ___ and the ___ is able to meet agreed current and future capacity and performance needs in a cost effective and timely manner

A

IT services

IT Infrastructure

44
Q

The purpose of capacity management is to understand the current and future capacity needs of a service and to ensure the service and its ___ are able to deliver to this level

A

supporting services

45
Q

The objectives of capacity management are met by the development of a detailed plan that states what 3 things?

A
  • The current business requirements
  • Expected future requirements
  • The actions that will be taken to meet these requirements
46
Q

Those responsible for capacity management will review any issues that arise and help resolve any incidents or problems that are the result of _____

A

insufficient capacity

47
Q

The capacity management process is responsible for ensuring ___ at all times

A

sufficient capacity

48
Q

Capacity management should ensure that as ___ for the service falls, the capacity provided for that service is also reduced

A

demand

49
Q

Capacity Management is responsible for ensuring capacity of IT services and the IT infrastructure is able to meet agreed ___ and ____ capacity and performance needs in a cost effective and timely manner

A

current

future

50
Q

Capacity Management includes __ aspects of a service provision and therefor may involve __, ___, and ___ functions

A

all
technical
applications
operations management

51
Q

Capacity Management also includes ___ resources.

Although ___ is an line management responsibility, the calculation of ___ in this area is also a part of the capacity management process

A
  • staff resources
  • staffing
  • resource requirements
52
Q

Capacity management also involves monitoring ___ of ___

A

patterns of business activity

53
Q

Capacity Management is responsible for ensuring capacity of IT services and the IT infrastructure is able to meet agreed current and future ___ and ___ needs in a cost effective and timely manner

A

capacity

performance

54
Q

To draw up the capacity plan, you must understand the ___ requirements of the business. ___ is therefore a subprocess of the overall capacity management process

A
  • future

- business capacity management

55
Q

The aim of the business capacity management subprocess of capacity managment is to calculate what the ___ and ___ mean for the ___

A

business plan
forecast
infrastructure

56
Q

Capacity Management also involves monitoring the patterns of business activity to understand how well the __ is meeting the demands upon it

A

infrastructure

57
Q

Capacity Management subprocesses:

A
  1. Business capacity management
  2. Service Capacity management
  3. Component capacity management
58
Q

Service Capacity management means the ___ requirements of each of the live services must be understood and monitored to check how well the service is performing

A
  • service level
59
Q

The most technical aspect of capacity management is ___

A

component capacity management

60
Q

Service Capacity management involves understanding how the use of individual ___ may vary over time

A

live services

61
Q

Component capacity management is most likely to be carried out by the ___ staff

A

technical management

62
Q

Component capacity management requires a detailed understanding of __ of the __ that make up the end to end service and their individual capabilities and utilization

A

all

components

63
Q

All of the information gathered in the capacity management stage is stored in the ____ system

A

capacity management information (CMIS)

64
Q

Capacity management works with the business to understand its current and future business needs and investigate future technical developments that may be able to help provide capacity more cheaply

This information will be used to draw up the ___

A

capacity plan

65
Q

The capacity plan is an __ from the capacity management process.

It captures the current and future ___ and proposes how these should be met

A

output

requirements

66
Q

CMIS stands for ___

A

capacity management information system

67
Q

The capacity plan should cover __ to __ months ahead so that planned expenditure can be included in the negotiation of the IT budget.

This requires ____ to be made and they should be stated in the plan

A

12 to 18 months

assumptions

68
Q

The capacity plan should contain an introductory section explaining the current ___ and its ___ and any ___ capacity issues

A

infrastructure
performance
current

69
Q

The capacity plan should consider a number of ___ based on being reasonable possible outcomes

A

possible scenarios

70
Q

The capacity plan should examine the current capacity ___ of each service, how these are met, and the ___ for ___ capacity requirements, based on the ___

A

demands
forecast
future
scenarios

71
Q

The capacity plan should recommend a particular ___

A

approach

72
Q

The capacity plan is stored in the ___

A

capacity management information system (CMIS)

73
Q

A service delivers value only when it is ___ to use

A

available

74
Q

ITSCM stands for

A

IT service continuity management

75
Q

There is a requirement of the ___ to have a plan to recover from a catastrophic event that could prevent it from being delivered at all in a timescale and cost that meets the business requirement

A

IT Service provider

76
Q

The business itself should have a ____ process with a ___ plan in place to ensure they can minimize the impact of a catastrophic event and recover from it

A

business continuity management process

business continuity plan

77
Q

Ensuring IT service continuity is an essential element of the ___ of the service

A

warranty

78
Q

ITSCM is responsible for the ___ of the IT services required by the business

A

continuity

79
Q

BCM stands for

A

business continuity management

80
Q

The IT service continuity management process is responsible for __ and managing the risks to the IT services, agreeing with the business what the ___ requirement for the service would be in the event of a disaster, and ensuring that this agreed level can be ___.

A

identifying
minimum
provided

81
Q

The ITSCM, a human resources continuity plan, a financial management continuity plan, a building management continuity plan, and so on make up

A

BCM plan

82
Q

An objective of the the ITSCM process is to ___ the chance of a disaster occurring at all by identifying the risks to IT services and implementing cost-effective ____ to reduce or remove the risk

A

reduce

countermeasures

83
Q

ITSCM should develop a number of __ to provide acceptable level of IT services for various ___

A

plans

scenarios

84
Q

The IT service continuity management process is responsible for identifying and managing the ___ to the IT services, agreeing with the business what the __ requirements for the service would be in the event of a disaster, and ensuring that this agreed level can be provided

A

risks

minimum

85
Q

Service continuity requirements may change over time, so ITSCM must carry out ___ to determine the continuity plan still fits the requirement or must be changed

A

business impact analysis

86
Q

Risks to the IT services may change over time so ITSCM must conduct ___

A

risk assessments

87
Q

When ITSCM solutions involve the use of services supplied by external third-party suppliers, ITSCM will work with __ to ensure the necessary contracts are negotiated and agreed

A

supplier management

88
Q

BIA stands for

A

business impact analysis

89
Q

ITSCM focus is on major events that have a catastrophic ___ on the service provider’s ability to provide services

A

impact

90
Q

ITSCM is not concerned with service ___, those are handled through the incident management process

A

interruptions

91
Q

ITSCM does not get involved with managing __ as a result of business changes

A

risks

92
Q

The scope of the ITCM process includes agreeing on the policies and the services to be included in the ___, carrying out ___, and assessing and managing likely ___.

A

plans
business impact analysis (BIA)
risks

93
Q

MTBF is the average ___ or the average___

A

Time between failures

Uptime

94
Q

The ITSCM lifecycle has 3 phases:

A
  1. Requirements and strategy
  2. Implementation
  3. Ongoing operation
95
Q
  • Business impact analysis
  • Risk assessment -
  • IT service continuity strategy

Are all apart of what stage of the ITSCM lifecycle?

A

Requirements and strategy

96
Q

The purpose of the ___ process is to carry out the coordination of the many different activities (availability, security, continuity, capacity) of service design.

A

design coordination

97
Q
  • Education, awareness and training
  • Review and audit
  • Testing
  • Change management

Are all apart of what stage of the ITSCM lifecycle?

A

Ongoing operation

98
Q

The many different processes involved in service design are all potential sources of conflict. Design coordination provides a ___ to avoid complications and misunderstandings

A

single point

99
Q

The objectives of the design coordination process include ensuring that all aspects of the design, including the ___, ___, and ___ are designed to provide the utility and warranty of the service to a level that meets the business requirement now and in the future.

A

architecture
processes
metrics

100
Q
  • Develop IT service continuity plans
  • Develop IT plans, recovery plans and procedures
  • Organization planning
  • Risk reduction and recovery implementation
  • Initial testing

Are all apart of what stage of the ITSCM lifecycle?

A

Implementation

101
Q

___ ensures the resolution of conflicting demands of service design

A

design coordination

102
Q

Design coordination covers all the various activities in design and ensures ___ across them.

A

consistency

103
Q

ITSCM is not concerned with service interruptions those are handled through the ___ process

A

Incident management

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