Block 1 Part 6: Service transition Flashcards
1
Q
How does Knowledge Management benefit individuals and organizations?
A
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.
2
Q
What does the Definitive Media Library (DML) in ITIL refer to?
A
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.
3
Q
What are the key outputs of the change evaluation process in ITIL?
A
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.
4
Q
How are standard changes typically handled, and what is the key difference in the approval process for standard changes?
A
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.
5
Q
What role does the CAB play in managing “normal changes”?
A
The CAB is responsible for managing “normal changes,” ensuring thorough review and approval processes for these changes.
6
Q
What processes extend beyond Service Transition in the ITIL lifecycle, and why are they crucial?
A
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.
7
Q
How does the Configuration Management System (CMS) differ from the Configuration Management Database (CMDB)?
A
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.
8
Q
What is the suggested change in authorization for an emergency change according to the ITIL core text?
A
For an emergency change, authorization should be given by the emergency change advisory board (ECAB) instead of the full change advisory board (CAB)
9
Q
How does the Change Advisory Board (CAB) handle standard changes, and why are they likely to be delegated?
A
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.
10
Q
What are two challenges faced by Service Transition in ITIL?
A
- 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.
11
Q
What is the initial, unnumbered step in the 8-step change management process?
A
The initial step is to create a Request for Change (RFC).
12
Q
Where does the Service Asset and Configuration Management (SACM) process primarily reside within the ITIL framework?
A
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.
13
Q
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)?
A
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)
14
Q
What are the two types of changes, besides normal changes, that may not follow the 8-step change procedure?
A
Standard changes and emergency changes may not follow the 8-step change procedure.
15
Q
What is the role of the Change Advisory Board (CAB) in change management?
A
The Change Advisory Board (CAB)
- reviews
- prioritizes
- and schedules
changes that have been requested, providing a structured approach to manage changes over time.
16
Q
What distinguishes “standard changes” from “emergency changes”?
A
“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.
17
Q
How does ITIL differentiate between resources and capabilities in the context of service assets?
A
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.
18
Q
Who evaluates the RFC in Step 3 of the change management process?
A
The RFC is evaluated by relevant stakeholders during Step 3.
19
Q
What are the two summarized purposes of an emergency change?
A
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.
20
Q
What is the primary purpose of the change evaluation process in ITIL’s Service Transition?
A
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.
21
Q
What is the primary goal of service transition?
A
The primary goal is to develop the output from service design (service development plan (SDP)) into an operational service for use in service operation.
22
Q
What role does the Change Advisory Board (CAB) play in Step 4 of the change management process?
A
In Step 4, the CAB either approves or rejects the change.
23
Q
What role does the Change Advisory Board (CAB) play in Release and Deployment Management?
A
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.
24
Q
How are major releases and minor releases driven in the context of service transition?
A
Major and minor releases in service transition are driven by continual service improvement (CSI) and service strategy.
25
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.
26
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)
27
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.
28
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.
29
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).
30
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.
31
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.
32
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.
33
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
34
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.
35
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).
36
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.
37
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).
38
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.'
39
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.
40
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.
41
How does the Configuration Management System (CMS) relate to documenting different versions of a website in ITIL?
The CMS facilitates the documentation of various versions of a website by recording which version of each item from the Definitive Media Library (DML) should be utilized for different seasonal websites.
It serves to document different versions of the website within its configuration records.
42
What characterizes 'Wisdom' in the DIKW model?
Wisdom in the DIKW model uses contextual knowledge and understanding derived from experience to make informed decisions.
It involves grasping the 'why' behind information and actions, enabling well-informed decisions based on a deeper understanding of the context and implications.
43
Provide an example of a change that is considered a standard change and explain why it doesn't follow the traditional RFC and long procedure.
Updating a website, such as changing information, is an example of a standard change. It doesn't follow the traditional RFC and procedure as it is routine, and the approval is granted through a predefined change model.
44
What is the primary purposes of Release and Deployment Management in ITIL?
The primary purposes of Release and Deployment Management is to:
**plan, schedule, and control the build, test, and deployment of releases.**
It aims to deliver new functionality to the business while safeguarding existing services from any adverse impacts during the rollout.
45
Within the context of the Service Development Plan (SDP), why is it significant to include "risk assessment" in the service transition plan?
Within the SDP, the inclusion of "risk assessment" in the service transition plan is significant for the identification and evaluation of potential risks associated with the service transition.
46
What does transition planning and support do in service transition, and how does it relate to the Service Development Plan (SDP)?
Transition planning and support provides overall planning and coordination for service transition by executing the plan contained in the SDP, which is passed from service design to service transition.
47
What's the overarching purpose of Service Transition, and what are some takeaways from this phase?
The primary goal of Service Transition is to ensure that new or modified services meet business expectations and provide value.
Takeaways include:
* the integration of software development activities within the service lifecycle context,
* ensuring operational readiness before retiring services,
* and the CAB's role in implementing changes sensibly.
48
Why is it essential to have policies and procedures defined and implemented in service transition?
Having defined and implemented policies and procedures ensures that processes are not skipped or hindered by pressures, allowing effective and efficient execution
49
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.
50
What purpose does a standard change model serve, and what key information does it typically include?
A standard change model serves as documented instructions for implementing a specific change. It includes:
* steps for making and testing the change
* documentation of what was changed
* who made the change, when, and why it was made.
51
What is the main function of Change Management in relation to Request For Change (RFC)?
Change Management is responsible for reviewing and approving Request For Change (RFC), which are then built, tested, and deployed, followed by a review of the change's success.
52
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.
53
In the Service Development Plan (SDP), what role does "Policy" play in the service transition plan?
Within the SDP, "Policy" in the service transition plan provides guidelines and principles that govern decisions within the service transition process.
54
In the Service Development Plan (SDP), which specific plans are encompassed in the service transition plan?
Within the SDP, the service transition plan includes plans such as the build policy, testing policy, and deployment policy.
55
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.
56
What is the role of Transition Planning and Support in service transition?
Transition Planning and Support provide overall planning and coordination for the other six processes within service transition, ensuring timely execution and compatibility of outputs.
57
What is the role of Service Asset and Configuration Management (SACM) according to ITIL?
SACM ensures proper control over assets necessary for service delivery and provides accurate information on asset configurations and relationships, facilitating effective deployment of service assets.
58
what are the two key responsibilities highlighted in Release and Deployment Management?
the two significant responsibilities in Release and Deployment Management are:
* Managing all aspects of the build and rollout.
* Protecting existing services from any negative effects that might arise from the rollout.
59
What are the primary activities involved in Release and Deployment Management?
The key activities in Release and Deployment Management encompass:
* release and deployment planning
* building and testing the release
* deployment (including service deployment, transfer, and retirement)
* and the review and close phase.
60
What is the initial step in service transition, and which process is responsible for carrying it out?
The initial step in service transition is making a plan, and this is carried out in the process called Transition Planning and Support.
61
Even when using a standard change model, why is it essential to document each change as individual change records in the Configuration Management System (CMS)?
Each change made using the standard change model should be documented as individual change records in the CMS to maintain a comprehensive record of the changes that have been made.
62
What is the guidance regarding documentation for an emergency change as per the ITIL core text?
Documentation for an emergency change is recommended to be completed later, although it must be completed, according to the ITIL core text for service transition.
63
What are the seven key processes within Service Transition and thier brief respnsibilities?
* **Transition Planning and Support:** Planning and coordinating resources for transition.
* **Change Management:** Ensuring controlled implementation of changes.
* **Service Asset and Configuration Management**: Managing service assets and configuration items.
* **Release and Deployment Management:** Building, testing, and deploying services effectively.
* **Service Validation and Testing:** Ensuring services are 'fit for purpose' and 'fit for use.'
* **Change Evaluation:** Conducting evaluations after each stage of service implementation.
* **Knowledge Management:** Ensuring reliable and safe information availability throughout the service lifecycle.
64
What is the significance of the Change Advisory Board (CAB) in Service Transition?
The CAB serves as the governing body for change, ensuring proper authorization and approval for operational changes within the organization.
Its role is to ensure sensible change implementation without unnecessary bureaucracy.
65
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.
66
In the context of the Service Development Plan (SDP), what is the aim of the section covering the service transition plan?
The section within the SDP covering the service transition plan aims to document the overall transition:
* strategy
* objectives
* policy
* risk assessment
* and plans, including the build, testing, and deployment policies.
67
What role does change management play in service transition?
Change management is crucial in service transition, and no change should be permitted unless it has been approved in change management, where implications and risks are reviewed.
68
How do **Transition Planning and Support** and **Release and Deployment Management** collectively contribute to the implementation of authorized changes from **change management** in service transition?
Transition Planning and Support - Coordinates the processes within service transition once a change has been authorised
Release and Deployment Management - builds, tests and coordinate the deployment of the authorised change
Together, these processes collaborate to implement the change authorized by Change Management, ensuring a smooth and coordinated execution of the change.
69
Can you list the seven processes within service strategy?
The seven processes within service strategy are:
* Change Management
* Knowledge Management
* Transition Planning and Support
* Service Asset and Configuration Management
* Release and Deployment Management
* Service Validation and Testing
* Change Evaluation.
70
How does the ITIL core text recommend handling testing for an emergency change?
The amount of testing for an emergency change may be reduced or omitted if warranted, according to the ITIL core text for service transition.
71
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.
72
What does configuration management involve within the Service Asset and Configuration Management process?
Configuration management involves:
* organizing service assets
* documenting configuration items (CIs)
* their versions (attributes)
* their relationships within the Service Asset and Configuration Management process.
73
What is the purpose of a remediation plan in change management?
A remediation plan in change management serves as a strategy for addressing and rectifying unsuccessful changes, often involving restoring the service to its pre-change state, including the reinstatement of previous software and hardware configurations.
74
What does the plan in Transition Planning and Support encompass?
The plan includes overall planning for the service transition stage and the coordination of resources required by different processes within service transition.
75
What is the primary purpose of Service Asset and Configuration Management (SACM) in IT service management according to Agutter?
The primary purpose of SACM is to control the assets used to deliver services, providing information on:
* where assets are located
* what they are used for (configuration items or CIs)
* and tracking the relationships between assets to understand how they contribute to creating services.
76
What characterizes a major release in service transition?
A major release in service transition might contain new functionality and may require the installation of new hardware or software.
77
# 2 points
In terms of the service lifecycle, what is the role of Change Management beyond service transition?
Change Management ensures that changes to a service, throughout the entire service lifecycle,
* meet users' needs (business outcomes)
* and have minimal disruption to other services.
78
How does Knowledge Management span the ITIL service lifecycle?
Knowledge Management extends beyond Service Strategy and spans the entire ITIL service lifecycle, providing a foundation for guidance and insights across all processes.
79
In which step is the success of the change evaluated after it has been deployed?
The success of the change is evaluated in Step 8, which involves reviewing and closing the change record.
80
What aspects does service transition emphasize regarding services?
Service transition emphasizes the building, testing, and deployment of both new and changed services, including extreme cases like service withdrawal or "retirement."
81
What is the purpose of change models for the CAB?
Change models aim to speed up decision-making, ensure pre-change understanding, and clarify responsibilities,
primarily associated with standard changes but adaptable to normal and emergency changes, leveraging past experiences for efficient change assessment.
82
What is the Service Knowledge Management System (SKMS) in ITIL?
The SKMS is the repository under the control of knowledge management for storing all information, knowledge, and wisdom supporting each ITIL process.
It provides accessibility across the service lifecycle, aiding decision-making and service delivery.
83
What is the significance of categorizing changes into major, significant, and minor classifications in the Change Advisory Board (CAB) process?
Categorizing changes into major, significant, and minor classifications in the CAB process helps prioritize changes for scrutiny and prevents undue delays for minor or low-risk changes.
84
What is the primary responsibility of Change Management within the service lifecycle?
Change Management is responsible for controlling changes in the lifecycle of a service, including the introduction of new services, while minimizing associated risks and disruptions to current services.
85
What is the typical content of minor releases in service transition?
Minor releases in service transition typically contain small enhancements and fixes.
86
Within the Service Development Plan (SDP), what does the term "overall transition strategy" refer to?
Within the SDP, the term "overall transition strategy" refers to outlining the high-level approach for transitioning the service.
87
Why might an emergency change not follow the eight-step change management procedure?
An emergency change is expected to be carried out quickly, and therefore, it may not adhere to the eight-step change management procedure
88
What does an emergency release in service transition usually consist of?
An emergency release in service transition usually consists of a correction to one or more known errors.
89
What role does change evaluation play in relation to change management and other ITIL processes?
Change evaluation acts as an agent for change management, evaluating new and changed services while accepting inputs from various ITIL processes and stages in the service lifecycle.
It provides reports to change management, who will then ultimately decides the adequacy of service performance based on evaluation reports.
90
Where is the information regarding service configuration usually stored for accessibility by those managing services?
The information related to service configuration is commonly stored in a Configuration Management Database (CMDB), which forms the data component of a Configuration Management System (CMS).
91
In the context of the Service Development Plan (SDP), why are "Objectives" defined in the service transition plan?
Within the SDP, "Objectives" in the service transition plan are defined to establish clearly defined goals for the service transition phase, such as achieving minimal service downtime.
92
Where is the configuration of each Configuration Item (CI) stored?
The configuration of each CI is stored in a Configuration Management System (CMS), specifically in the Configuration Management Database (CMDB).
93
What are the four components of the DIKW model in Knowledge Management?
1. Data
2. Information
3. Knowledge
4. Wisdom
94
How is an emergency change defined?
An emergency change is defined as a change that must be introduced as soon as possible, typically to address a major incident or implement a security patch, as per the AXELOS ITIL Glossary.
95
Why is Knowledge Management positioned within the Service Transition stage of the ITIL lifecycle?
Knowledge Management is placed within the Service Transition stage due to its involvement in capturing knowledge and facilitating decisions during the phase where most changes occur and decisions based on captured knowledge are made.
96
Why is resource allocation important in Transition Planning and Support?
Some processes within service transition require varying amounts of resources, and Transition Planning and Support ensures effective allocation, recognizing that certain processes demand more effort than others.
97
What are the primary responsibilities of the Change Advisory Board (CAB) in change management?
The Change Advisory Board (CAB) holds the authority to assess, approve, prioritize, and schedule all change requests.
98
Why are resources considered significant in service transition?
Resources are significant because the transition stage involves building software based on specifications in the Service Design Package (SDP), and processes within service transition implicitly involve software projects for designing, building, and testing software.
99
What is the relationship between
* knowledge management process
* Service Knowledge Management System (SKMS)
* Configuration Management System (CMS)?
* Configuration Management Database (CMDB)
The SKMS which is governed by the knowledge management process, houses the CMS.
Within the CMS, the data component is the CMDB, responsible for recording configuration items along with their attributes.
100
Why is communication with customers emphasized in service transition, especially for major releases?
Communication with customers is emphasized, especially for major releases, to address the noticeable changes in the service and manage expectations effectively.
101
How does Change Management collaborate with other processes within service transition?
Change Management collaborates with processes such as Release and Deployment Management and Transition Planning and Support within service transition.
102
In the organizational structure of the Change Advisory Board (CAB), what role does the change manager typically play?
The change manager, usually serving as the chair of the board, manages the day-to-day tasks of the Change Advisory Board (CAB) and may be delegated certain powers to prevent operational bottlenecks.
