7. ITIL Practices (Part 2 - Understand)

Question 1

7 Steps of Continual Improvement Model

Answer 1

• What is the vision? - GOALS, OBJECTIVES
• Where are we now? BASELINE
• Where do we want to be? TARGET
• How do we get there? PLAN
• Take action - EXECUTE
• Did we get there? CHECK
• How do we keep the momentum going?

Question 2

Type of Change:

• pre-authorised
• could be part of service request
• low risk

Answer 2

Standard Change

Question 3

Type of Change:

• raised through RFC
• needs to be scheduled
• needs to be authorised

Answer 3

Normal Change

Question 4

Type of Change:

- test and authorisation might be expedited

Answer 4

Emergency Change

Question 5

The addition, modification, or removal of anything that could have a direct or indirect effect on services.

Answer 5

Change

Question 6

How do you prioritise Incident?

Answer 6

In line with business impact + urgency

Question 7

Unplanned interruption to a service or reduction in the quality of a service

Answer 7

Incident

Question 8

• align the organisation’s practices and services
• with changing business needs
• through the ongoing identification and improvement of services, service components, practices
• data driven
• use CIRs

Answer 8

CONTINUAL IMPROVEMENT

Question 9

• maximise number of SUCCESSFUL IT changes
• by ensuring: risks are properly assessed,
• authorising changes to proceed
• managing change schedule
• Assign appropriate Change Authorities to differing areas and Types.

Answer 9

CHANGE CONTROL

or previously called: Change Enablement

Question 10

To minimise the negative impact of incidents by RESTORING normal service operation as quickly as possible

Answer 10

INCIDENT MANAGEMENT

Question 11

• to reduce the likelihood and impact of incidents
• by identifying actual and potential causes of incidents,
• managing WORKAROUNDS and KNOWN ERRORs

Answer 11

PROBLEM MANAGEMENT

Question 12

A cause, or potential cause, of one or more incidents

Answer 12

Problem

Question 13

A problem that has been ANALYSED and has not been resolved

Answer 13

Known Error

Question 14

Three Phases of Problem Management

Answer 14

Problem Identification
(log, categorise, prioritise)

Problem Control
(analysis, finding workaround, logging in KEDB)

Error Control
(Change control, fix, post problem review for KB and Continual Improvement)

Question 15

• support the agreed quality of a service
• by handling all PRE-DEFINED, user-initiated service requests
• from users or user’s representative
• also takes care of Standard Change
• Well understood and predictable, they can be pre-defined as part of NORMAL service

Answer 15

SERVICE REQUEST MANAGEMENT

Question 16

request from a user or user’s AUTHORISED REPRESENTATIVE that initiates a SERVICE ACTION

that has been agreed as a normal part of service delivery

Answer 16

Request

Question 17

• capture demand for incident resolution
• and service request
• single point of contact
• FOCUS on people and business
• NOT technical issue

Answer 17

SERVICE DESK

Question 18

Skills needed for this practice:
•	Empathy
•	Incident analysis
•	Incident prioritization
•	Effective communications
•	Emotional intelligence

Answer 18

SERVICE DESK

Question 19

• to set SLA
• monitor if we’re delivering as per set level of expectation
• delivering, measuring end-to-end

Answer 19

SERVICE LEVEL MANAGEMENT

Question 20

The following are the qualities of ____ ?

• Must relate to a defined service in the Service Catalogue
• Must relate to customers’ outcomes, not just operational metrics. A collection of relevant metrics is usually required
• The agreement must involve all stakeholders including partners, sponsors, users and customers
• Must be written in plain language and be easy to understand
• Achieve an end-to-end view of services

Answer 20

SLAs

Question 21

• any change of state
• has significance for the management of a service
• or other configuration item (CI)
• typically recognised through notifications / monitoring tool

Answer 21

Event