Module 5 - Service Transition Flashcards
What is the purpose of the Service Transition phase?
to ensure that new/modified/retired services meet the expectations of the business as documented in the Service design stages of the lifecycle
What is the scope of Service Transition
providing guidance and improving the capabilities for transition new and improved services into supported environments
What does quality Service Transition accomplish
it allows for a high volume of changes and releases while allowing the provider to align the service with the business requirements.
Define the following Term of Interest: Service Knowledge Management System
This is a set of tools and databases used by a service provider to manage all the services throughout their lifecycles
Define the following Term of Interest: Configuration Item
a Configuration Item is an IT component represented within the CMS or a CMDB
Define the following Term of Interest: Definitive Media Library (DML)
A repository for all authorized versions of media used by the organization
Define the following Term of Interest: Service Change
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
Define the following Term of Interest: Seven Rs of Change Management
Raised, Reason, Return, Risks, Resources, Responsible, and Relationships
Define the following Term of Interest: Release Unit
a collection of CIs introduced into the live environment
Define the following Term of Interest: Release Policy
Serves as a governing tool and helps to guide the Release Management Process in its work
What are the three processes within Service Transition that support the entire lifecycle of Strategy, Design, Transition, and Operation
Change management, Asset and Configuration Management, Knowledge Management
What are the four processes that are only utilized within Service Transition (not strategy, design, and operation)
Transition Planning and Support, Release and Deployment Management, Service Validation and Testing (not testable), and Change Evaluation
What is the purpose of Change Management
to control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services
What should providers create in order to pre-define the steps that should be taken to handle a particular type of change?
Change Process Model
What triggers the Change Management process and what are the possible categories
a Request for Change (RFC) normal, standard, emergency
when should a change proposal be used
to request a major change that involves significant cost, risk, or organizational impact
who works within the change management process to ensure changed services are transitioned well, and helps to assess and approve changes
the Change Advisory Board (CAB)
Who approves emergency changes
the Emergency CAB (ECAB)
what two management groups work together to keep the Projected Service Outage (PSO) document up to date
Change Management and Availability Management
What is defined as a “normal” change
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
What is defined as a “standard” change
This is a change that uses a proven change model that allows the change to be pre-approved or pre-authorized.
What is defined as an “emergency” change
This is a change that must be implemented as soon as possible. Examples include, to resolve a major incident or implement a security patch
Who coordinates the implementation and who actually implements the change
Change Management Coordinates, Release and Deployment Management actually implement the change
what provides information to assess the impact of changes as well as recording the changes
the Configuration Management System
What is the purpose of Service Asset and Configuration Management (SACM)
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
What are configuration items? (CIs)
Assets and components (both hardware and software) that need to be managed (controlled) by Change Management and Configuration Management
Where are Configuration Items detailed?
in the Configuration Management System (which is often comprised of federated Configuration Management Databases)
What is a Definitive Media Library
the place where all critical media, such as software, documentation, and multi-media content are held
what is a configuration baseline
this is the “current” state of a configuration item.
What is a Configuration Model
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
What are the stages of information in the Service Knowledge Management System (SKMS) and what questions are answered in each stage
- Data
- Information
- Who
- What
- When
- Where
- Knowledge
- How
- Wisdom
- Why
What causes data to become informatiion?
When it is organized in a systematic way (CMS)
What is the purpose of Release and Deployment Management
To plan, schedule, and control the building, testing, and deployment of releases
What is a Release Unit
What is a Release Package
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
Releases are typically versioned: what are the typical categories
- Major: Release 1.0.0
- Minor: Release 1.1.0
- Emergency: Release 1.1.1
What two questions need to be answered as part of Service Validation
What two questions need to be answered as part of Service Testing
- 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)
What two questsions are asked as part of Change Evaluation
What were the intended effects of the change?
Did the change successfuly meet its intentions?
Which activities does service asset and configuration management ensure are performed on configuration items (CIs)
- CIs are identified
- Baselines of configuration are kept
- Changes to CIs are controlled
All of the above
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
b) Changes to business strategy
Which of the following does service transition provide guidance on?
- Introducing new services
- Decommissioning services
- Transfer of services between service providers
All of the above
Which of the following are the purposes or objectives of the release and deployment management process
- To define and agree release and deployment plans
- To ensure release packages can be tracked
- To authorize changes to support the process
1 and 2 only
