ITSN Quiz Questions from End of Lecture Flashcards
What is ITIL? What are some benefits of ITIL?
Information Technology Infrastructure Library
- Deliver max value to customers
- Optimize resources and capabilities
- Offering services that useful and reliable
- Planning processes with specific goals in mind
- Defining roles clearly for each task.
What are the 5 lifecycle phases in ITIL V3
Service Strategy, Service Design, Service Transition, Service Operation, Continual Service Improvement.
Which lifecycle phase Financial and Business relationship management processes belong?
Service Strategy
Which lifecycle phase availability and capacity management processes belong?
Service Design
What is the difference between SLA and OLA?
SLA= Service level agreement, and commitment to customer OLA= Organization level agreement, and commitments to internal groups in org.
Explain different types of SLA
Corporate:All of the general issues relevant to the organization are covered, and they are the same throughout the entire organization. For example, with security SLA at the organization level, every employee needs to create passwords of 8 characters and must change them every thirty days—or every employee needs to have an access card with an imprinted photograph.
Customer:Those issues specific to a customer can be dealt with. Security requirements of one or more departments within the organization are higher. For example, the financial department needs more top security measures by virtue of its crucial role and handling of financial resources.
Service: All issues relevant to a specific service (in relation to the customer) can be covered. Applies to all customers that contract the same service — for example, contracting IT support services for everyone who uses a particular IP telephony provider.
Which lifecycle phase Change and Asset & Configuration management processes belong?
Service Transition
What is the objective of Change Management?
understand and minimize risks while making IT changes so that services remain stable. reliable and predictable while being able to change rapidly.
What is CMDB?
Change Management DataBase
Can we create a Problem record from Incident?
Yes
What is a priority of an incident?
How high it rates in a matrix using impact and urgency to determine importance of incident
Explain the lifecycle of an incident
Incident Identification Incident Logging Incident Categorization Incident Prioritization Incident Response Incident Resolution Incident Closure
What needs to happen in order to resolve an incident?
Tech needs to provide a solution
What needs to happen in order to close an incident?
client needs to confirm solution resolved issue.
How does the SLA change?
Based on priority, expectations on incident resolution can vary.
