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ITL Fnd > Module 6 > Flashcards

Module 6 Flashcards

1
Q

Define Availabiltiy and Availability Managment

A
  • Availability is the ability of an IT service to perform its agreed function when required
  • Availability mgmt. – ensure services deliver agreed level of availability
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2
Q

Purpose of Change Control practice. What category is this practice in?

A
  • Purpose is to maximize the number of successful service/product changes by managing risks and changes
  • Service Managment
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3
Q

How is Change Control different from Organization Change Management?

A
  • OCM focused on people
  • CC focused on products/services
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4
Q

Define Inicident

A
  • unplanned interruption to a service or reduction in quality of service
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5
Q

Purpose of Incident Management practice.

What category?

A
  • Purpose of Incident Management is to minimize negative impact of incidents by restoring normal services as quickly as possible
  • Type of Services Mangement practice
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6
Q

Describe purpose of IT Asset Management practice.

What category?

A
  • Plan and manage full life cycle of all IT assets
  • Type of Services Mangement practice
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7
Q

Purpose of Monitoring and Event Mangement practices.

What category?

A

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

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8
Q

What are the 3 types of events?

A
  • Informational - don’t require action
  • Warning - action to be taken before negative impact occurs
  • Exception - require action, even if business impact not experienced
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9
Q

What are the 2 types of monitoring?

A
  • Active – tools poll components
  • Passive – components generate alerts
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10
Q

Definition of Problem.

A

A cause, or potential cause, of an incident.

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11
Q

Definition of known error.

A

A problem that has been analyzed but not resolved.

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12
Q

Purpose of Problem Management practice.

A

Reduce liklihood and impact of incidents by identifying problems

Manage workarounds and known errors.

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13
Q

Definition of Release

A

A version of a service that’s made available for use.

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14
Q

Purpose of Release Management practice.

A

To make releases available for use.

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15
Q

Definition of Blue/green releases

A
  • Two mirrored production environments,
  • Users switched to newer environment at certain point
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16
Q

Definition of Feature flags

A
  • Release specific features to individual users or groups in a controlled way.
  • Deploy to prod without release
  • Release to users through config change.
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17
Q

Definition of a CI (configuration item).

A

Any component that must be managed to deliver an IT service

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18
Q

Purpose of Service Continuity Management (not requirement)

A
  • maintain services in case of a disaster
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19
Q

Definition of RTO

A

Recovery Time Objective

Max time allowed following service disrutption before org is severely impacted.

20
Q

Definition of RPO

A

Recovery Point Objective

Point to which info used by an activity must be restored for the activity to operate upon resumption.

21
Q

Definition of BIA

A

Business Impact Analysis

  • Identify Vital Business Functions and their dependencies
  • Defines recovery times (including RTO, RPO) and minimum service levels
22
Q

Purpose of Service Desk practice.

A
  • capture demand for incident resolution and service requests
23
Q

Definition of Service Level

A
  • one or many metrics that define levels of service
24
Q

Purpose of Service Level Management practice

A
  • To set targets for service levels
  • Ensure service delivery is properly managed
25
Q

Key requirements for successful SLA

A
  • Relate to defined service
  • Relate to defined outcomes
  • Reflect an agreement
  • Written simply
26
Q

Definition of Service request

A

Request from user that initiates a normal service action

27
Q

Purpose of service request management practice.

A

Support agreed quality of service by handling predefined, user initiated service requests

28
Q

Purpose of deployment management practice.

A

To move components to live environments, or other environments for testing or staging

29
Q

4 deployment approaches

A
  • 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
30
Q

What is CIR?

A

Continual Improvement Register

Track and manage improvement ideas

31
Q

Purpose of Continual Improvement practice.

A

Align the organizations practices and services with changing business needs through ongoing improvement.

32
Q

Purpose of Information Security Management practice.

A

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.

33
Q

Three main info security practice activities.

A
  • Prevention: security incidents don’t occur
  • Detection: detect security incidents that can’t be prevented
  • Correction: recovering from security incidents after detection
34
Q

Purpose of Relationship Management practice.

A

Establish and nuture links between organization and its stakeholders at strategic and tactical levels.

35
Q

Purpose of Supplier Management practice.

A
  • 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.
36
Q

4 types of Supplier relationships.

A
  • Insourcing – internal suppliers
  • Outsourcing – external suppliers
  • Single source – procurement from one supplier
  • Multisourcing – procurement from multiple suppliers
37
Q

3 types of changes in Change Control practice.

A
  • 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.
38
Q

Definition of IT Asset.

A

Any financially valuable component that can contribute to the delivery of an IT product or service.

39
Q

Definition of Event.

A

A change in state that affects management of a service, typically created by a notification.

40
Q

3 phases of Problem Management practice

A
  1. Problem Identification - trend analysis, detect duplicate issues
  2. Problem Control - problem analysis, document workarounds and known errors. Prioritize problems by risk.
  3. Error Control - fix an error (part of error control process), manage known errors, regularly reassess status of known errors
41
Q

Definition of Workaround

A

A solution that reduces or eliminates the impact of an incident or problem when a full resolution is not available.

42
Q

Purpose of Service Configuration Management.

A
  • 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.
43
Q

DRP

A

Disaster Recovery Plans

  • how to recover from disaster and return to pre-disaster condition
44
Q

Sources of information for Service Level Managment practice.

A
  • 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
45
Q

Guidelines for Service Request Management practice.

A
  • 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

ITL Fnd (7 decks)

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