Key Concepts Flashcards
0
Q
Incident Management Activities
A
Identification Logging Categorization Prioritization Investigation & Diagnosis Closure
1
Q
CSI has three types of metrics
A
Technology metrics
Process metrics
Service metrics
2
Q
Three Event types
A
Regular Operation Events
Unusual Events
Exceptional Events
3
Q
7 Rs of Change Management
A
- Who RAISED the change?
- What is the REASON for the change?
- What is the RETURN required from the change?
- What are the RISKS involved in the change?
- What RESOURCES are required to deliver the change?
- Who is RESPONSIBLE for the build/test/implementation?
- What is the RELATIONSHIP between the change & other changes?
4
Q
What is the major output of Service Strategy?
A
Service Level Package
