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
users with this role can remove the itils ability to delete configuration items, by modifying access control records for the delete operation on the cmdb_ci table record?
security_admin
itil_admin users must obtain this role to create a new CI class?
personalize_dictionary
*here are at least four functions of the CMBD?
- incident management
- problem meanagement
- change management
- request management
if importing a spreadsheet containing (business) services and servers, you will require how many transform maps?
three //
- one for Services in the service [cmdb_ci_service] table
- once for services in the Server [cmdb_ci_server] table
- one for relationships between each service and server
the CMDB workspace is a?
central place for working with the CMBD, and to search and explore the CMDB, examine health and recent activity, and access various CMDB dashboards and tools to support tasks in your organization
these plugins must be activated for CMDB Workspace to work?
- CMDB CSDM Support (com.snc.cmdb.scdm)
- CSDM Activation (com.sns.cmdb.csdm.activation)
Common relationship types in CMDB?
-Connected by::connects to
-Contained::Contained by
-Depend on::Used by
-Hosted on::Host
-Runs on::Runs
-Used by::Uses
when we talk about upstream relationships, we are referring to?
parent item
en we re talking about downstream relationships, we are talking about?
child item
actors in the CMBD?
system, sys admin, cmdb user (itil),cmdb user (cmdb_read), cmdb admin
basic operations in cmdb?
-create CI ( (user with itil role, or the “system” as part of discovery or change request)
-update CI (user with itil role)
-delete CI (user with itil role)
-read CI (user with cmdb_read)
process operations in cmdb?
-subscribe
-unsubscribe
-associate CI to task (task is active)
Note: this users need to have itil or cmdb_read roles
process integrations in cmdb?
-add to active change request
-add to active incident
Note: users need to have itil role
Administration in cmdb?
Sys Admins can do the following:
-maintain CI attributes
-import, reconcile CIs
-Maintain suggested relationships
-Create CI class
users with CMDB Admin role can only create CI class provided he/she has the [personalize_dictionary] role
is a dynamic grouping of configuration items (CI), based on some common criteria. (e.g. you cna create a dynamic CI group on the location of all web servers in Detroit or all Oracle databases in Boston)
Dynamic CI Group
by default, the maximum number if CI’s that a dynamic group can contain is?
10,000
Dynamic groups are sources from CMDB groups which can what?
which can be populated automatically by queries, by adding CI’s manually or a combination
When you remove a dynamic CI group, the related Ci’s are removed?
true
when you select a dynamic group on a ITSM application record (incident, change, problem), all CI’s related to the selected dynamic group will be populated in the _____________? (NOTE: you can also manually add/remove dynamic CI’s from the affected CI’s related list)
affected CI’s related list
to use filters to view principal CI classes defined as a principal class, navigate to _______________?
cmdb_class_info.list
once a principal class is set as a principal class, the principal class is automatically applied to the CI field on ___________________ records?
change, incident, problem
cmdb classes are classified as _____________?
indepenant or dependant
independent CI’s exist how?
they exist on their own and are not dependent on any other CI’s
dependent CI’s depend on?
a relationship to another C and cannot exist on their own
independent and dependent relationships are used by the _________________ to identify CI’s, where independent CI;s are classified according to their own attributes while dependent CI’s are defined by their relationships as well?
Identification and Reconciliation Engine
to establish CI dependency, you can use this to specify dependent relationship rules for a CI class?
CI Class Manager
CI relationship types?
-applicable flow to
-cluster of
-connected by
-consumed by
-consumes
-contains
-cools
-defines resources for
-depends on
-distributed by
-DR provided by
-exchanges data with
-feeds
-from template
-hosted on
-implement end point to
-in rack
-instances
-IP connection
-located in zone
-managed by
-members of
-owns
-powers
-provided by
-provides storage for
-provides
-runs on
-used by
-uses
Common cmdb pain points?
-common data definition
-framework for all products
-unsure how to design data model
-unable to realize cmdb value
-organic growth
-weak platform sponsorship
common service in common service data model means what?
a standard and shared set of service-related definitions across products and platform that will enable and support true service level reporting
data model in common service data model means what?
a cmdb framework across our products and platform that will enable and support multiple configuration strategies
csdm is the ________________ and the cmdb is the ____________________?
prescriptive guidance // instantiation of an instance
key concept of CSDM is?
service
product
portfolio
lifecycle
ownership
risk
CMDB is defined as?
single system of record of configuration item
CSDM is defined as?
guidance on data modeling and management, including the design and development of digital products
csdm is a best practice practice framework for_____________?
data modeling and management
csdm is the backbone or the____________?
service copnfiguration and connect your cmdb from both a business and technical perspective
csdm is a cmdb framework for a standard set of terms and definitions and the used of the cmdb?
true
CSDM principles?
-simplified concepts
-designed for reporting and analytics
-prescriptive relationships
-shared data model collaboration
-definitions
-csdm OOB tables
-consistent data integrations
-csdm adoption
-data governance and process
-product use documentation
csdm personas?
-enterprise architect
-product owner
-service desk
-application admin
-cmdb manager
-application owner
-service portfolio owner
-itsm process owner
-application developer
-CI analyst
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