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ITIL Foundations > Module 5 - Service Transition > Flashcards

Module 5 - Service Transition Flashcards

1
Q

What is the purpose of the Service Transition phase?

A

to ensure that new/modified/retired services meet the expectations of the business as documented in the Service design stages of the lifecycle

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2
Q

What is the scope of Service Transition

A

providing guidance and improving the capabilities for transition new and improved services into supported environments

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3
Q

What does quality Service Transition accomplish

A

it allows for a high volume of changes and releases while allowing the provider to align the service with the business requirements.

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4
Q

Define the following Term of Interest: Service Knowledge Management System

A

This is a set of tools and databases used by a service provider to manage all the services throughout their lifecycles

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5
Q

Define the following Term of Interest: Configuration Item

A

a Configuration Item is an IT component represented within the CMS or a CMDB

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6
Q

Define the following Term of Interest: Definitive Media Library (DML)

A

A repository for all authorized versions of media used by the organization

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7
Q

Define the following Term of Interest: Service Change

A

the addition, modification, or removal of anything that could have an effect on IT services. Changes typically fall into one of three categories: Normal, Standard, Emergency

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8
Q

Define the following Term of Interest: Seven Rs of Change Management

A

Raised, Reason, Return, Risks, Resources, Responsible, and Relationships

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9
Q

Define the following Term of Interest: Release Unit

A

a collection of CIs introduced into the live environment

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10
Q

Define the following Term of Interest: Release Policy

A

Serves as a governing tool and helps to guide the Release Management Process in its work

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11
Q

What are the three processes within Service Transition that support the entire lifecycle of Strategy, Design, Transition, and Operation

A

Change management, Asset and Configuration Management, Knowledge Management

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12
Q

What are the four processes that are only utilized within Service Transition (not strategy, design, and operation)

A

Transition Planning and Support, Release and Deployment Management, Service Validation and Testing (not testable), and Change Evaluation

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13
Q

What is the purpose of Change Management

A

to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services

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14
Q

What should providers create in order to pre-define the steps that should be taken to handle a particular type of change?

A

Change Process Model

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15
Q

What triggers the Change Management process and what are the possible categories

A

a Request for Change (RFC) normal, standard, emergency

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16
Q

when should a change proposal be used

A

to request a major change that involves significant cost, risk, or organizational impact

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17
Q

who works within the change management process to ensure changed services are transitioned well, and helps to assess and approve changes

A

the Change Advisory Board (CAB)

18
Q

Who approves emergency changes

A

the Emergency CAB (ECAB)

19
Q

what two management groups work together to keep the Projected Service Outage (PSO) document up to date

A

Change Management and Availability Management

20
Q

What is defined as a “normal” change

A

This is simply a catch all category that applies to any change that doesn’t need to go through the “standard change” or “emergency change” process

21
Q

What is defined as a “standard” change

A

This is a change that uses a proven change model that allows the change to be pre-approved or pre-authorized.

22
Q

What is defined as an “emergency” change

A

This is a change that must be implemented as soon as possible. Examples include, to resolve a major incident or implement a security patch

23
Q

Who coordinates the implementation and who actually implements the change

A

Change Management Coordinates, Release and Deployment Management actually implement the change

24
Q

what provides information to assess the impact of changes as well as recording the changes

A

the Configuration Management System

25
Q

What is the purpose of Service Asset and Configuration Management (SACM)

A

to ensure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed

26
Q

What are configuration items? (CIs)

A

Assets and components (both hardware and software) that need to be managed (controlled) by Change Management and Configuration Management

27
Q

Where are Configuration Items detailed?

A

in the Configuration Management System (which is often comprised of federated Configuration Management Databases)

28
Q

What is a Definitive Media Library

A

the place where all critical media, such as software, documentation, and multi-media content are held

29
Q

what is a configuration baseline

A

this is the “current” state of a configuration item.

30
Q

What is a Configuration Model

A

This is essential a map that shows how CIs are related to one another. This can help back track the cause of an incident if something stops working

31
Q

What are the stages of information in the Service Knowledge Management System (SKMS) and what questions are answered in each stage

A
  • Data
  • Information
    • Who
    • What
    • When
    • Where
  • Knowledge
    • How
  • Wisdom
    • Why
32
Q

What causes data to become informatiion?

A

When it is organized in a systematic way (CMS)

33
Q

What is the purpose of Release and Deployment Management

A

To plan, schedule, and control the building, testing, and deployment of releases

34
Q

What is a Release Unit

What is a Release Package

A

a collection of CIs that are normally released into the environment together

This may contain a single release unit, a subset of a release unit, or a collection of release units

35
Q

Releases are typically versioned: what are the typical categories

A
  • Major: Release 1.0.0
  • Minor: Release 1.1.0
  • Emergency: Release 1.1.1
36
Q

What two questions need to be answered as part of Service Validation

What two questions need to be answered as part of Service Testing

A
  • Service Validation
    • Is the change fit for purpose? (Utility)?
    • Is the change of good quality (Warranty)?
  • Testing
    • Is the change going to achieve its intended results (utility)
    • Is the change going to work without adverse affects (warranty)
37
Q

What two questsions are asked as part of Change Evaluation

A

What were the intended effects of the change?

Did the change successfuly meet its intentions?

38
Q

Which activities does service asset and configuration management ensure are performed on configuration items (CIs)

  1. CIs are identified
  2. Baselines of configuration are kept
  3. Changes to CIs are controlled
A

All of the above

39
Q

What types of changes are NOT usualy included within the scope of change management

a) changes to a mainframe computer
b) Changes to business strategy
c) Changes to a service level agreement (SLA)
d) the retirement of the service

A

b) Changes to business strategy

40
Q

Which of the following does service transition provide guidance on?

  1. Introducing new services
  2. Decommissioning services
  3. Transfer of services between service providers
A

All of the above

41
Q

Which of the following are the purposes or objectives of the release and deployment management process

  1. To define and agree release and deployment plans
  2. To ensure release packages can be tracked
  3. To authorize changes to support the process
A

1 and 2 only

ITIL Foundations (7 decks)

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