ITIL Service Transition

Question 1

Business value of Service Transition

Answer 1

New or changed service are: 1/ better aligned with the customer’s bussines operation 2/ used effectively

Question 2

Service Transition processes:

Answer 2

1/ Transition Planning and Support 2/ Change Management 3/ Service Asset and Configuration Management (SACM) 4/ Release and Deployment Management 5/ Service Validation and Testing Management 6/ Change Evaluation 7/ Knowledge Management

Question 3

Transition Planning and Support

Answer 3

(Service Transition) The Process responsible for planning all Service Transition Processes and coordinating the resources that they require.

Question 4

release

Answer 4

One or more changes to an IT service that are built, tested and deployed together

Question 5

What’s the primary objective of Change Management?

Answer 5

To enable beneficial Changes to be made, with minimum disruption to IT Services.

Question 6

change

Answer 6

the addition, modification or removal of anything that could have an effect on IT services.

Question 7

RFC

Answer 7

a formal proposal for a change to be made; is only used to submit requests; is not used to communicate the decision ChM or details of the change

Question 8

change record

Answer 8

record containing the details of change (including information from the RFC) and documenting the lifecycle of a single change

Question 9

types of changes

Answer 9

1/ normal 2/ standard (pre-authorized) 3/ emergency change

Question 10

What doe’s change model include?

Answer 10

1/ the steps to handle the change (in chronological order) 2/ responsibilities 3/ timescales and thresholds 4/ escalation procedures

Question 11

What is a 7Rs of change

Answer 11

method how to asses and evaluate the change

Question 12

7Rs of change

Answer 12

1/ raised 2/ reason 3/ return 4/ risks 5/ resources 6/ responsible 7/ relationship

Question 13

PSO

Answer 13

(Projected Service Outage) – a document that identifies the effect of planned changes, maintenance activities and test plans on agreed service levels

Question 14

Service Asset and Configuration Management (SACM)

Answer 14

The process managing the service assets in order to support the other service management processes. Purpose is to provide a logical model of the IT infrastructure

Question 15

Goals of SACM

Answer 15

1/ to define components (of services and infrastructures)
2/ to maintain accurate configuration records
3/ to provide a logical model

Question 16

CI

Answer 16

any component that needs to be managed in order to deliver an IT service

Question 17

Layers of CMS

Answer 17

1/ presentation 2/ knowledge processing 3/ information integration 4/ data

Question 18

Release and Deployment Management

Answer 18

The process responsible for planning, scheduling and controlling the movement of releases to test and live environments

Question 19

Goals of Release and Deployment Management

Answer 19

1/ protecting integrity of the Live Environment

2/ releasing correct components

Question 20

release

Answer 20

one or more changes to an IT service

Question 21

release unit

Answer 21

components of an IT service that are normally released together

Question 22

release package

Answer 22

a single unit or structured set of release units

Question 23

types of releases

Answer 23

major / minor / emergency

Question 24

Sevice V model

Answer 24

a tool for mapping out the different configuration levels at which building and testing must take place