Block 1 Part 6: Service transition Flashcards
How does Knowledge Management benefit individuals and organizations?
Knowledge Management benefits both individuals and organizations by directing decision-making processes through the use of accurate information.
It ensures that decisions are made with the right information, emphasizing collection, storage, and easy retrieval of information for reuse.
What does the Definitive Media Library (DML) in ITIL refer to?
The DML in ITIL represents a repository for managing and storing final, accurate, and complete versions of media elements such as text, videos, and images used in a system, like a media-rich website.
What are the key outputs of the change evaluation process in ITIL?
The key outputs of change evaluation are:
- interim evaluation reports, providing progress updates
- and evaluation reports submitted to the Change Advisory Board (CAB) for approval
If the CAB does not authorise then remedial action may be necessary.
How are standard changes typically handled, and what is the key difference in the approval process for standard changes?
Standard changes are considered routine and are formalized through a change model. The approval is given to the change model, and any change following this model is implicitly accepted for approval.
What role does the CAB play in managing “normal changes”?
The CAB is responsible for managing “normal changes,” ensuring thorough review and approval processes for these changes.
What processes extend beyond Service Transition in the ITIL lifecycle, and why are they crucial?
Change Management and Knowledge Management extend beyond Service Transition.
Change Management controls much of the lifecycle, extends to Continual Service Improvement, and is crucial for management control.
Knowledge Management documents service information across various lifecycle phases.
How does the Configuration Management System (CMS) differ from the Configuration Management Database (CMDB)?
The CMS includes the CMDB but extends beyond it, incorporating tools, processes, and personnel responsible for managing configuration items and their relationships.
While the CMDB is the specific database storing configuration data, the CMS is a broader system encompassing the framework for configuration management.
What is the suggested change in authorization for an emergency change according to the ITIL core text?
For an emergency change, authorization should be given by the emergency change advisory board (ECAB) instead of the full change advisory board (CAB)
How does the Change Advisory Board (CAB) handle standard changes, and why are they likely to be delegated?
Standard changes, often routine like software updates, may be delegated by the CAB once understood and documented, often in the form of a change model.
Delegation is appropriate for routine changes, streamlining the process and enhancing the CAB’s responsiveness.
What are two challenges faced by Service Transition in ITIL?
- The process of moving a service into operational use lacks explicit detail within ITIL. While release and deployment management handles this transition, the technical development process isn’t thoroughly outlined.
- The direct linkage and handover processes between Service Transition and both Service Design and Service Operation pose challenges. The handover from Service Design is supported by the Service Design Package (SDP), guiding the transition process. However, the handover between Service Transition and Service Operation lacks clarity due to the absence of a specific Service Transition Package. Although the service should be well-documented in the SKMS, the nature of this handover is less defined.
What is the initial, unnumbered step in the 8-step change management process?
The initial step is to create a Request for Change (RFC).
Where does the Service Asset and Configuration Management (SACM) process primarily reside within the ITIL framework?
The SACM process is primarily situated within the Service Transition phase of the ITIL framework as most updates to the Configuration Management System (CMS) occur here.
However, elements of the Configuration Management Database (CMDB) and the Service Knowledge Management System (SKMS) might be referenced across various ITIL lifecycle stages.
What is the significance of recognizing different types of changes in the context of improving the flexibility and responsiveness of the Change Advisory Board (CAB)?
Recognizing different types of changes, such as normal, standard, and emergency changes, allows the CAB to tailor its approach. For example,
- while normal changes undergo detailed CAB consideration
- standard changes may be delegated once documented
- Emergency changes, requiring quick action, highlight the need for a more responsive CAB approach. Typically in the form of a Emergency change advisory board (ECAB)
What are the two types of changes, besides normal changes, that may not follow the 8-step change procedure?
Standard changes and emergency changes may not follow the 8-step change procedure.
What is the role of the Change Advisory Board (CAB) in change management?
The Change Advisory Board (CAB)
- reviews
- prioritizes
- and schedules
changes that have been requested, providing a structured approach to manage changes over time.
What distinguishes “standard changes” from “emergency changes”?
“Standard changes” adhere to predefined change models that have been pre authorised by the CAB and do not require full approval from the Change Advisory Board (CAB) when a standard change is carried out
unlike “emergency changes” managed by the Emergency Change Advisory Board.
How does ITIL differentiate between resources and capabilities in the context of service assets?
Resources encompass tangible elements like IT infrastructure or people,
while capabilities refer to the organization’s ability to effectively use these resources, including skills, processes, and knowledge.
Who evaluates the RFC in Step 3 of the change management process?
The RFC is evaluated by relevant stakeholders during Step 3.
What are the two summarized purposes of an emergency change?
An emergency change serves as both
- a restore response to a service following an incident
- and a preventative action to avoid future incidents, ensuring the continuity of a service.
What is the primary purpose of the change evaluation process in ITIL’s Service Transition?
The primary purpose of change evaluation is to provide a standardized method for assessing the performance of a service change concerning likely impacts on:
- business outcomes
- existing and proposed services
- and IT infrastructure.
It compares the actual performance of the change against its predicted performance.
What is the primary goal of service transition?
The primary goal is to develop the output from service design (service development plan (SDP)) into an operational service for use in service operation.
What role does the Change Advisory Board (CAB) play in Step 4 of the change management process?
In Step 4, the CAB either approves or rejects the change.
What role does the Change Advisory Board (CAB) play in Release and Deployment Management?
The CAB authorizes various activities within Release and Deployment Management, including:
- release and deployment planning
- building and testing the release
- and certain sub-activities within the deployment phase.
How are major releases and minor releases driven in the context of service transition?
Major and minor releases in service transition are driven by continual service improvement (CSI) and service strategy.
What aspects of a web page can be regarded as assets or Configuration Items (CIs)?
Elements like:
- text
- images
- other components
within a web page can be seen as assets or Configuration Items (CIs). These items may have attributes such as version numbers or timestamps associated with them, essential for tracking and incorporating the correct versions during website updates or reconstructions.
What defines ‘Information’ in the DIKW model?
Information in the DIKW model involves contextualizing and analyzing data to derive meaning. It’s about providing context to raw data, enabling understanding of facts and details like:
- “who” (people or entities involved)
- “what” (the subject or topic)
- “when” (timing or duration)
- “where” (location or context)
What are the key considerations the CAB (Change Advisory Board) reviews for a proposed change?
The CAB reviews changes to ensure they lead to the desired improvement, don’t hinder ongoing operations, have clear communication plans, and are reversible if unsuccessful.
What is the core purpose of Knowledge Management?
The primary goal of Knowledge Management is to guide decision-making processes by ensuring the use of appropriate information.
This relies on the collection, storage, and easy acces and retrieval of information for reuse.
What do ‘fit for purpose’ and ‘fit for use’ signify in the context of service validation and testing process?
In service validation and testing,
‘fit for purpose’ denotes that the service supports the business needs (utility),
while ‘fit for use’ indicates that the service satisfies criteria like availability, continuity, and capacity (warranty).
Why is effective communication emphasized within service transition?
Effective communication in service transition is crucial to keep stakeholders informed, manage expectations, and address wider organizational implications that may arise from the change or new service.
Are there any considerations regarding the duration of certain processes in service transition?
Yes, some processes, like change management and knowledge management, may last longer than the transition stage, extending beyond its invocation.
What is the role of Change Management in coordinating processes within service transition?
Change Management is responsible for coordinating the other five processes in service transition, including:
- Transition Planning and Support
- Service Asset and Configuration Management
- Release and Deployment Management
- Service Validation and Testing
- Change Evaluation.
What is the primary purpose of Step 2 in the change management process?
Step 2 involves reviewing the RFC to filter out incomplete requests that need more work.
step 2 can also filter out changes that should follow a different route, I.e the change is considered standard or emergency
In which step of the change management process is the Request for change (RFC) recorded in a Configuration Management System (CMS)?
The RFC is recorded in a CMS, creating a change record, in Step 1, which involves recording the RFC.
For what type of changes is the Emergency Change Advisory Board (ECAB) responsible?
Emergency changes, characterized by urgency, are managed by the Emergency Change Advisory Board (ECAB).
How does testing during service transition relate to the concepts of ‘fit for purpose’ and ‘fit for use’?
Testing during service transition ensures that services are both ‘fit for purpose,’ supporting the business needs, and ‘fit for use,’ meeting criteria such as availability, continuity, and capacity.
What components make up the configuration record in configuration management?
The configuration record in configuration management comprises all the attributes of a single configuration item (CI).
In ITIL, what is the term used to describe the process of rolling back failed changes?
The term used in ITIL to describe the process of rolling back failed changes is ‘remediation.’
What is the primary purposes of the service validation and testing process in ITIL’s Service Transition?
The primary purposes of service validation and testing is to ensure that:
- a new or modified IT service aligns with its design specification
- and fulfills the business needs.
Why is it essential to have the right membership in the CAB?
Different expertise and knowledge are required to understand the various nuances of a proposed change, and having the right CAB membership ensures comprehensive consideration of a change’s aspects and impacts.
What is the purpose of a Change Record in the change management process?
A Change Record is created during Step 1 to capture formal requests for change (RFCs), containing all necessary information about the change and used to manage it throughout its lifecycle.
What needs to happen in Step 6 of the change management process if the implementation is successful?
Approval from the CAB is required in Step 6 before the change can be deployed.
How is ‘Knowledge’ distinguished within the DIKW model?
Knowledge in the DIKW model involves understanding processes, mechanisms, or connections behind information.
It encompasses comprehension beyond raw data and information, representing knowing:
- ‘how’ something works
- ‘how’ elements are connected.
At which step in the change management process does the Release and Deployment Management process coordinate the deployment of the change?
The Release and Deployment Management process takes over at Step 7 to coordinate the deployment of the change, unless it’s a small change not part of a major new release.
At which step does the implementation of the change begin in the change management process?
Implementation begins in Step 5, where the change may pass control to the release and deployment management process.
What are the four components of the DIKW model in Knowledge Management?
- Data
- Information
- Knowledge
- Wisdom
