Module 5 Flashcards
*Describe the interconnected nature of the SVC? [5.a]
Represents each of the steps an organisation takes in the creation of value. Each activity transforms inputs, which can be demand from outside value chain or outputs of other activities, into outputs. All activities are interconnected, each receiving & providing triggers for further action
How are opportunities and demands used in SVS and SVC? [5.a]
In SVS, we explore opportunities that may create demand. We move to SVC when we successfully create/receive a demand
*What are the 6 value chain activities? [5.b]
Plan, improve, engage, design & transition, obtain/build & deliver & support
*Describe the purpose, inputs & outputs of plan? [5.b.i]
Ensure a shared understanding of the vision, current status improvement direction for all 4 dimensions & all products/services across the organisation.
Inputs: Performance information & improvement opportunities
Outputs: Strategic, tactical & operational plans for all value chain activities
*Describe the purpose, inputs & outputs of improve? [5.b.ii]
Ensure continual improvement of products, services & practices across all value chain activities & 4 dimensions.
Inputs: Performance information & improvement opportunities
Outputs: Improvement initiatives for all value chain activities
*Describe the purpose, inputs & outputs of engage? [5.b.iii]
Ensure good understanding of stakeholder needs, transparency & continual engagement & good relationships with all stakeholders.
Inputs: Detailed requirements for services & products provided by customers, requests & feedback from users & incidents
Outputs: Often act as triggers for other value chain activities
*Describe the purpose, inputs & outputs of design & transition? [5.b.iv]
Ensure products & services continually meet stakeholder expectations for quality, costs & time to market.
Inputs: Product & service requirements & improvement initiatives
Outputs: New & changed products, services, knowledge & information about new & changed products & services
*Describe the purpose, inputs & outputs of obtain/build? [5.b.v]
Ensure service components available when/where needed & meet agreed specifications. Breaks down “should we build it” into questions like “how important are these features to our goal outcome”
Inputs: Requirements & specifications, contracts & agreements
Outputs: Service components, knowledge & information about new & changed service components
*Describe the purpose, inputs & outputs of deliver & support? [5.b.vi]
Ensure services are delivered & supported according to agreed specifications & stakeholders’ expectations.
Inputs: User support tasks
Outputs: Services delivered to customers & users & completion of user support tasks
*What are the management practices? [5.c]
A set of organisational resources designed for performing work/accomplishing objectives. Can be categorised into general, technical & service management practices
*What are the 15 ITIL management practices (34 total)? [5.c]
All end in “management
Information security, relationship, supplier, IT asset, monitoring & event, release, service configuration, deployment, continual improvement, change enablement, incident, problem, service request, service desk & service level
*What is the purpose of information security management [5.c.i]
Used to protect information needed by an organisation to conduct business. Includes understanding & managing risks to CIA triad, includes other aspects of information security such as authentication & non-repudiation. Established by policies, processes, behaviours, risk management & controls
What is the CIA triad? [5.c.i]
Confidentiality, integrity & availability
What is authentication? [5.c.i]
Confirming someone is who they say they are
What is non-repudiation? [5.c.i]
Ensuring that someone can’t deny that they did something
What must we balance when undertaking information security management? [5.c.i]
Balance is between prevention, detection & correction, protect org from harm, but also allow to innovate
What is prevention? [5.c.i]
Ensuring security incidents don’t occur
What is detection? [5.c.i]
Rapidly & reliably detecting incidents that can’t be prevented
What is correction? [5.c.i]
Recovery from incidents after they’re detected
*What is the purpose of relationship management? [5.c.ii]
Establish & nurture links between an organisation & stakeholders at strategic & tactical levels. Includes identification, analysis, monitoring & continual improvement of relationships with & between stakeholder
*What is the purpose of supplier management? [5.c.iii]
Ensures an organisation’s suppliers & performance are managed appropriately to support seamless provision of quality products & services. Includes creating closer, collaborative relationship with key suppliers tor realise new value & reduce failure risk. Can use insourcing, outsourcing, single source/partnership or multi-sourcing
What does supplier management ensure? [5.c.iii]
Creates single point of visibility & control to ensure consistency, maintains supplier strategy, policy & contract management info, negotiate & agree contracts/agreements aligned with business needs & service targets, manage relationships & contracts with internal & external suppliers, manage supplier performance (terms & conditions, increase value for money)
*What is the purpose of IT asset management? [5.c.iv]
Plan & manage full lifecycle of all IT assets to help organisation Used to maximise value, control costs, manage risks, support decision-making about purchase, re-use, retirement & disposal of assets & meet regulatory & contractual requirements
*What is the purpose of monitoring & event management? [5.c.v]
Systematically observe services & service components, record & report selected changes of state identified as events. Identifies & prioritises infrastructure, services, business processes & information security events. Established appropriate response to events & conditions that indicate potential faults/incidents
*What is the purpose of release management? [5.c.vi]
Make new & changed services & features available for use. May comprise of many different infrastructure & application components collaborating for new/changed functionality. Can include documentation, training, updated processes & tools
What is a release? [5.c.vi]
Version of a service or other CI/collection of CIs which is made available for use
*What is the purpose of service configuration management? [5.c.vii]
Ensures accurate & reliable information about configuration of services & CIs that support them is available when/where necessary. Includes information on how CIs are configured & relationship between them e.g. hardware, software, network, buildings, people, suppliers, documentation etc
*What is the purpose of deployment management? [5.c.viii]
Move new/changed hardware, software, documentation, processes or other components to live environment. May be involved with deploying components to other environments for testing/staging. Works closely with change enablement & release management but separate
What are the 4 types of deployment? [5.c.viii]
Phased deployment, continual delivery, big bang deployment & pull deployment
What does relationship management ensure? [5.c.ii]
Stakeholder needs & drivers understood & products & services prioritised appropriately, stakeholder satisfaction high & constructive relationship between org & stakeholder established & maintained, customer priorities for new/changed products & services align with desired business outcomes established & articulated, stakeholder complaints & escalations handled well through sympathetic & formal process, products & services facilitate value creation for service consumers & org, org facilitates value creation for all stakeholders in line with strategy & priorities & conflicting stakeholder requirements mediated appropriately
What is phased deployment? [5.c.viii]
New/changed components deployed to section of prod environment at any time. Repeated until deployment is complete
What is continuous delivery? [5.c.viii]
Components integrated, tested & deployed when necessary, providing frequent opportunities for customer feedback loops
What is big bang deployment? [5.c.viii]
New/changed components deployed to all targets at the same time. Sometimes necessary when dependencies prevent simultaneous use of both old & new components
What is pull deployment? [5.c.viii]
New/changed software made available in controlled repository, users download software to client devices when they choose. Users choose timing of updates & can be integrated with service request management
*What is the purpose of continual improvement? [5.c.ix]
Align an organisation’s practices services with changing business needs via ongoing improvement of products, services & practices or any element involved in the management of products & services. Includes development of improvement-related methods & techniques & propagation of continual improvement culture aligned with strategy
*What is the purpose of change enablement? [5.c.x]
Maximise the number of successful service & product changes by ensuring risks are properly assessed, authorise changes to proceed & manage change schedule. Includes all IT infrastructure, applications, documentation, processes, supplier relationships & anything that can directly or indirectly impact a product/service
*What is the purpose of incident management? [5.c.xi]
Minimise the negative impact of incidents by restoring normal service operation ASAP
*What is the purpose of problem management? [5.c.xii]
Reduce the likelihood & impact of incidents by identifying actual & potential causes of incidents & managing workarounds & known errors
*What is the purpose of service request management? [5.c.xiii]
Support agreed quality of service by handling all pre-defined, user-initiated service requests in effective & user-friendly manner. May include changes to services/components
*What is the purpose of service desk? [5.c.xiv]
Captures demand for incident resolution & service requests. Entry point & single point of contact for service provider with all users. Ensures clear path for users to report issues, queries & requests & have them acknowledge, classified, owned & actioned
*What is the purpose of service level management? [5.c.xv]
Set clear business-based targets for service levels & ensure delivery of services is properly assessed, monitored & managed against these targets. Provides end-to-end visibility of organisation’s services
*What is an IT asset? [5.d.i]
Any financially valuable component that can contribute to delivery of IT product/service e.g. all software, hardware, networking, cloud services & client devices. Can include buildings & information
*What is an event? [5.d.ii]
Any change of state that has significance for the management of a service or other CI. Typically recognised through notifications created by IT service, CI or monitoring tool
*What is a configuration item? [5.d.iii]
Any component that needs to be managed to deliver IT service
*What is a change? [5.d.iv]
Addition, modification or removal of anything that could have a direct or indirect effect on services
*What is an incident? [5.d.v]
Unplanned interruption to a service or reduction in quality of the service
*What is a problem? [5.d.vi]
Cause/potential cause of 1 or more incidents
*What is a known error? [5.d.vii]
Problem that has been analysed but not resolved
