ITSM Implementation (Tokyo) Flashcards
three types of ITSM packages?
ITSM Standard
ITSM Professional
ITSM Enterprise
ITSM standard consist of what modules?
-Incident & Problem Management
-Change Release Management
-Request Management
-Asset & Cost Management
-Walk-up Experience
-Service Portfolio Management
ITSM PRofessional consist of?
all ITSM standard and the following;
-Serfice Ops Managmenet
-Virtual Agent
-Predictive Intelligence
-Performance Analytics
-Continual Improvement Management
-Digital Protfolio Management & Vendor Manager Workspaces
-Dynamic Translation
ITSM Enterprise consist of?
consist of ITSM standard and pro modules, plus;
-Process Optimization
-Workforce Optimization
Regarding workshop, this workshop guides the transition for the inn-scope SN applications and answers questions?
roadmap workshop
Regarding workshop, this workshop includes high level discussions about process beats practices, identification of existing processes, and areas for improvement, a review of how these processes are supported by the SN applications, as well as the alignment of customer workflows to SN best practices.
process workshops
Regarding workshop, this workshop outlines configuration options to control scalability, maintainability, and performance. The sessions are tailored to customer objectives and cover implementing and maintaining applications on the platform, and identify technical requirement for implementation?
Technical workshops
often, process and technical workshops are combined as what kind of workshop to include both process and technical aspects and focus on aligning customer process with platform capabilities?
requirements workshops
order of Workshop flow?
inputs, session, outputs
workshop flow inputs include?
-questionnaires
-existing documentation
-current metrics
workshop flow session includes?
-indetifying current challenges
-reviewing best practices
-determining “to-be” processes
-exploring high-level requirements
workshop flow output includes?
-tailored process definitions and floes
-draft stories or input for story creation
workshop guides and presentation decks can be found and downloaded from?
Assets section from Now Create
foundation data includes?
companies, users, groups, roles, departments, location, etc…
foundation data may be configured directly within SN, populated through an integration with?
an LDAP-compliant directory server or business system, or may be imported from spreadsheets
This can be leveraged to guide the foundation data population process?
ITSM guided setup
saving and remains on the same page? If not available on the form, it is available from the form context menu.
Save
return user to the previous screen and close the open record?
submit & Update
the base class configuration table?
[cmdb] // AKA: Base configuration item
all technical configuration items extend from the?
[cmdb_ci] // AKA: configuration item
non-technical configuration items such as equipment, extend directly from?
[cmdb] // AKA: Base configuration item
use this to explore the hierarchy and table definitions at each level?
CI class manager
configuration base items include?
- servers
- computers
- workstations out-of-band devices
- network gear
- printers
- coommuncicatin devices
- UPSs
- accessories
- computer peripherals
- software
cmdb classes inherit attributes from parent classes but may also define new attributes at their own level?
true
CMDB platform roles?
-admin
-ecmdb_admin
- cmdb_read
-itil_admin_+ itil
-itil
-app_service_admin
-system (discovery)
by default, any user with this role can delete a configuration item?
itil