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3132 Buisness App Support > Exam > Flashcards

Exam Flashcards

1
Q

What is ITIL?

A

A strategic framework which describes the structure of IT technical support, procedures within a business. It does not prescribe rules, most businesses follow it to some degree.

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2
Q

What are the 5 stages of ITIL?

A
  1. Service management and strategy
  2. Service design
  3. Service transition
  4. Service operation
  5. Continual service improvement
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3
Q

What is Service Management and Strategy?

A

Defines what services IT will provide and delivery process; Align IT services with the business strategy

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4
Q

What is Service Design?

A

Design each IT service
Determine a mechanism for the provision of these services
Determine a way to manage these services

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5
Q

What is Service Transition?

A

Implementation of services

Testing of services and management processes

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6
Q

What is Service Operation?

A

Describes day-to-day operations

Service and management processes are now live

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7
Q

What is Continual Service Improvement?

A

ITIL does not finish when operational
Life cycle planning
CSI – improvements to services

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8
Q

What does RACI stand for?

A

Responsible, Accountable, Consulted, Informed

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9
Q

Responsible

A

Person who has been assigned the work must make sure it is completed

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10
Q

Accountable

A

Person has full ownership and can make final decisions

They are held responsible by management

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11
Q

Consulted

A

Person must be given an opportunity to provide input before action is taken
Not directly involved, but is likely affected

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12
Q

Informed

A

Person is made aware of an action or task after it has been completed
Likely impacted by a change (receiving end)

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13
Q

Roles of the Support Center

A

Customer satisfaction, technical expertise, keep systems running, enable business processes, seek improvement, implement change

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14
Q

Why ITIL?

A

Considers sources, enablers, drivers, business scenarios; Is vendor neutral, non-prescriptive, and follows best practices

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15
Q

Stakeholder

A

Anyone who has an interest in any part of service management

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16
Q

Service Portfolio Management

A

Includes all services currently provided, those provided in the past, and those planned to be provided in future

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17
Q

Roles and Responsibility

A

Service owner, process owner, process manager, process practitioner

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18
Q

Service Owner

A

Accountable for IT delivery, business relationships, continual service improvement monitoring, connection with customer, communications

19
Q

Process Owner

A

Accountable for documentation, auditing procedures, develop and design services, continual service improvement

20
Q

Process Manager

A

Monitoring processes and services, resource allocation (staffing and funding), collaboration with other managers

21
Q

Process Practitioner

A

Complete process activities, implement change and/or solutions, identify necessary improvements

22
Q

Service Transition Steps

A
  1. Create RFC
  2. Evaluate change
  3. Authorize change
  4. Build/test
  5. Authorize deployment
  6. Coordinate deployment
  7. Review results
23
Q

Availability Management

A

Optimize IT infrastructure, minimize outages, meet business requirements

24
Q

IT Service Continuity

A

Ability to continue providing IT services in case of outages

25
Q

Capacity Management

A

Tactically manage resources, strategic plan for future requirements, accommodate business growth

26
Q

Service Level Management

A

Maintain and improve the level of IT service

27
Q

Financial Management for IT Services

A

Manage costs associated with IT, adding value, IT is a business enabler

28
Q

Service Delivery Famework

A

Assessment (metrics), Architect & Design, Planning, Implementation, Support

29
Q

Role

A

A function assigned to a person/group, internal/external, do not have to be IT, can include several responsibilities

30
Q

Responsibility

A

A task or function an assigned person/group must perform, responsible persons have a degree of control, there is a degree of autonomy

31
Q

Communication Barriers

A

Often cultural, language interpretation, loss of signal issues

32
Q

Communication Filters

A

Active - purpose withholding of info

Passive - accidental withholding of info

33
Q

Communication Enablers

A

Help get message to intended audience, leads to effectiveness/efficiency, often based in technology

34
Q

Global Communication

A

Refers to stakeholders (not worldwide), should contain info that affects all stakeholders

35
Q

6 Steps of Communication

A
  1. Greeting
  2. Active Listening
  3. Gain Agreement
  4. Empathize/Apologize/Reassure
  5. Problem Solve
  6. Confirm Resolution
36
Q

Steps toward a Communication Plan

A
  1. Define project
  2. Identify objectives
  3. Determine audience
  4. Create message for each audience
  5. Decide on communication means
  6. Identify how to measure success
  7. Compose the plan
37
Q

Boot Process

A
  1. Power on
  2. PSU check
  3. PSU ok to CPU
  4. CPU runs BIOS
  5. Execute BIOS instructions
  6. POST
  7. BIOS Boot Loader
  8. MBR takeover, BootMgr is in control
38
Q

BCD

A

Boot Configuration Data, similar to registry, contains menu entries for booting, edit using BCDedit or 3rd party

39
Q

Project

A

Planned event, large in scope, affect multiple users/computers, can be tracked, involve multiple IT, spans long time

40
Q

Teamwork

A

The combined action of a group of people especially when effective and efficient

41
Q

Handling customer complaints

A
  1. Listen & understand
  2. Empathize
  3. Offer a solution
  4. Execute the solution
  5. Follow-up
42
Q

What does CSI depend on?

A

Quality assurance, Metrics/KPI, Performance reporting, communications

43
Q

7 Step Improvement Process

A
  1. Identify
  2. Define
  3. Gather
  4. Process
  5. Analyse
  6. Present
  7. Implement

3132 Buisness App Support (1 decks)

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