Business of IT (Extra 8 Flashcards
Require action, even though business impact may not have been experienced.
Error Control = activities manage known errors—problems in which initial analysis has been completed
Exception Events
These use two mirrored production environments. Users can be switched to an environment that’s been updated with the new functionality by the use of network tools that connect them to the correct environment.
blue/green releases
These enable specific features to be released to individual users or groups in a controlled way. The new functionality is deployed to the production environment without being released. A user configuration setting then releases the new functionality to individual users (or groups of users), as needed.
***Configuration information can be stored and published in a single configuration management database (CMDB) for the whole organization.
Feature Flags
The maximum acceptable and allowable period of time following a service disruption before lack of business functionality severely impacts an organization. This is the maximum agreed-upon time within which a product or activity must be resumed, or resources must be recovered.
RTO (Recovery Time Objective) :
The _____ to which information used by an activity must be restored to enable the activity to operate upon resumption.
RPO (Recovery Point Objective) :
Intelligent telephony systems, incorporating computer-telephony integration, IVR, and automatic call distribution, Workflow systems for routing and escalation, Workforce management and resource planning systems, A knowledge base, Call recording and quality control, Remote access tools, A dashboard and monitoring tools, Configuration management systems.
Service Desk Common Resources :
They must be related to a defined “service” in the service catalogue, They should relate to defined outcomes, rather than mere operational metrics, They should reflect an agreement—engagement and discussion between the service provider and the service consumer.
SLA’s
Customer feedback - Surveys can be from immediate feedback, Operational metrics: These are the low-level indicators of various operational activities and may include system availability, incident response and fix times, change and request processing times, and system response times (3) Business metrics: These can be any business activity deemed useful or valuable by the customer, and which is used as a means of gauging the success of the service. Business metrics can vary, from simple transactional binary measures (e.g. ATM/POS terminal availability during daily business hours) to the successful completion of business activities.
Service Level
Components that are available for deployment should be maintained in one or more secure locations to ensure that they aren’t modified prior to deployment. These locations are collectively referred to as a “definitive media library” for software and documentation, and a “definitive hardware store” for hardware components. Communication regarding deployments is a function of release management.
Library info
