Module 6 Flashcards
Define Availabiltiy and Availability Managment
- Availability is the ability of an IT service to perform its agreed function when required
- Availability mgmt. – ensure services deliver agreed level of availability
Purpose of Change Control practice. What category is this practice in?
- Purpose is to maximize the number of successful service/product changes by managing risks and changes
- Service Managment
How is Change Control different from Organization Change Management?
- OCM focused on people
- CC focused on products/services
Define Inicident
- unplanned interruption to a service or reduction in quality of service
Purpose of Incident Management practice.
What category?
- Purpose of Incident Management is to minimize negative impact of incidents by restoring normal services as quickly as possible
- Type of Services Mangement practice
Describe purpose of IT Asset Management practice.
What category?
- Plan and manage full life cycle of all IT assets
- Type of Services Mangement practice
Purpose of Monitoring and Event Mangement practices.
What category?
Purpose of Event Management is to
- observe services and components
- record and report selected changes,
- identify and prioritize infrastructure, services, business processes and information security events,
- establish appropriate reponses to events.
Type of Services Mangement practice
What are the 3 types of events?
- Informational - don’t require action
- Warning - action to be taken before negative impact occurs
- Exception - require action, even if business impact not experienced
What are the 2 types of monitoring?
- Active – tools poll components
- Passive – components generate alerts
Definition of Problem.
A cause, or potential cause, of an incident.
Definition of known error.
A problem that has been analyzed but not resolved.
Purpose of Problem Management practice.
Reduce liklihood and impact of incidents by identifying problems
Manage workarounds and known errors.
Definition of Release
A version of a service that’s made available for use.
Purpose of Release Management practice.
To make releases available for use.
Definition of Blue/green releases
- Two mirrored production environments,
- Users switched to newer environment at certain point
Definition of Feature flags
- Release specific features to individual users or groups in a controlled way.
- Deploy to prod without release
- Release to users through config change.
Definition of a CI (configuration item).
Any component that must be managed to deliver an IT service
Purpose of Service Continuity Management (not requirement)
- maintain services in case of a disaster
Definition of RTO
Recovery Time Objective
Max time allowed following service disrutption before org is severely impacted.
Definition of RPO
Recovery Point Objective
Point to which info used by an activity must be restored for the activity to operate upon resumption.
Definition of BIA
Business Impact Analysis
- Identify Vital Business Functions and their dependencies
- Defines recovery times (including RTO, RPO) and minimum service levels
Purpose of Service Desk practice.
- capture demand for incident resolution and service requests
Definition of Service Level
- one or many metrics that define levels of service
Purpose of Service Level Management practice
- To set targets for service levels
- Ensure service delivery is properly managed
Key requirements for successful SLA
- Relate to defined service
- Relate to defined outcomes
- Reflect an agreement
- Written simply
Definition of Service request
Request from user that initiates a normal service action
Purpose of service request management practice.
Support agreed quality of service by handling predefined, user initiated service requests
Purpose of deployment management practice.
To move components to live environments, or other environments for testing or staging
4 deployment approaches
- Phased: deployed to only part of production, repeated until copmlete
- Continuous delivery: components deployed as needed
- Big Bang: deployed to all targets at same time, needed when dependencies prevent phased approach
- Pull: components available in repository that users access when they want
What is CIR?
Continual Improvement Register
Track and manage improvement ideas
Purpose of Continual Improvement practice.
Align the organizations practices and services with changing business needs through ongoing improvement.
Purpose of Information Security Management practice.
To protect the organization’s information by understanding/managing risks to confidentiality, integrity and availability of info (CIA)
Understand other aspects of info security, i.e. authentication, and non-repudiation.
Three main info security practice activities.
- Prevention: security incidents don’t occur
- Detection: detect security incidents that can’t be prevented
- Correction: recovering from security incidents after detection
Purpose of Relationship Management practice.
Establish and nuture links between organization and its stakeholders at strategic and tactical levels.
Purpose of Supplier Management practice.
- Ensure suppliers are managed appropriately to support provision of quality products and services
- Create closer relationships with key suppliers, realize new value, reduce risk of failure.
4 types of Supplier relationships.
- Insourcing – internal suppliers
- Outsourcing – external suppliers
- Single source – procurement from one supplier
- Multisourcing – procurement from multiple suppliers
3 types of changes in Change Control practice.
- Standard – low risk, preauthorized, well understood, fully documented
- Normal – must be assessed, scheduled and authorized following a process. Triggered by creation of change request.
- Emergency – needs to be carried out ASAP, not included in change schedule, assessment and authorization are expedited.
Definition of IT Asset.
Any financially valuable component that can contribute to the delivery of an IT product or service.
Definition of Event.
A change in state that affects management of a service, typically created by a notification.
3 phases of Problem Management practice
- Problem Identification - trend analysis, detect duplicate issues
- Problem Control - problem analysis, document workarounds and known errors. Prioritize problems by risk.
- Error Control - fix an error (part of error control process), manage known errors, regularly reassess status of known errors
Definition of Workaround
A solution that reduces or eliminates the impact of an incident or problem when a full resolution is not available.
Purpose of Service Configuration Management.
- Ensure accurate/reliable information about configuration of services, and supporting CIs, is available when and where it’s needed.
- Manage information about how CIs are configured and interrelationships between CIs.
DRP
Disaster Recovery Plans
- how to recover from disaster and return to pre-disaster condition
Sources of information for Service Level Managment practice.
- Customer Engagement – proactively ask questions of customers
- Customer Feedback – gathered form surveys, business related measures
- Operational Metrics – low level indicators such as system availability, incident response, etc.
- Business Metrics – business activity deemed useful by customer
Guidelines for Service Request Management practice.
- Steps to fulfill a service request should be well known and proven
- Some serivce requests may require authorization, other may not.
- Should be standardized and automated as much as possible
- expectations for fulfillment times should be clearly set
