Most Important Practices

Question 1

What is a Practice ?

Answer 1

A practice is a set of organizational RESOURCES designed to perform work or ACCOMPLISH an OBJECTIVE.

Question 2

What are 3 Different Types of Practices ?

Answer 2

• General
• Service
• Technical

Question 3

What are 3 important aspects of Continual Improvement ?

Answer 3

General Management Practices
* IDEAS need to be REPRIORITIZED when new ones are added
* It is a REPONSIBILITY of everyone
* All 4 DIMENSIONS need to be CONSIDERED during any improvement initiative

Question 4

What are the 6 different Service Management Practices ?

Answer 4

Service DESK
Service LEVEL Management
Service REQUEST Management
PROBLEM Management
INCIDENT Management
CHANGE Enablement

Question 5

What is the purpose of Change Enablement ?

Answer 5

• MAXIMIZE the number of successful CHANGES through proper risk assessment
• MINIMIZE the negative impact of FAILED CHANGES

Question 6

What are the different types of Change Enablements ?

Answer 6

Service Management Practices
* STANDARD pre-AUTHORIZED, low risk, low cost, basically Service
Requests
* NORMAL: authorization depends on what kind of change it is. Goes through the normal change workflow
* EMERGENCY: needs rapid action. May have a separate change authority

Question 7

What is the purpose of Incident Management ?

Answer 7

• MINIMIZE NEGATIVE IMPACTS of incidents by restoring normal operation as soon as possible.

Question 8

What is the purpose of Service Desk ?

Answer 8

• CAPTURE DEMAND for INCIDENTS and service REQUESTS
• Single point of contact between SERVICE PROVIDER and USERS for users to report issues.

Question 9

What is an IT Asset regarding IT Asset Management ?

Answer 9

Any financially VALUABLE COMPONENT that can contribute to the delivery of IT products or services.

Question 10

What is an Event regarding Monitoring & Event Management ?

Answer 10

Any CHANGE of STATE that has a significance for the management of a configuration item or service

Question 11

What is a Release regarding Release Management ?

Answer 11

A version of a SERVICE or other configuartion items, or a collection of configuration items, that is made AVAILABLE for USE.

Question 12

What is the purpose of Service Configuration Management ?

Answer 12

Ensures accurate INFORMATION is AVAILABLE when needed about SERVICES, configuration items and their relationships.

Question 13

What is a Cl (Configuration Item) regarding Service Configuration Management ?

Answer 13

Any COMPONENT that needs to be MANAGED to deliver an IT service

Question 14

What is a CMDB (Configuration Management Database) regarding Service Configuration Management ?

Answer 14

a DATABASE or collection of databases holding CIs and their connections

Question 15

What is a CMS (Configuration Management System regarding Service Configuration Management ?

Answer 15

a frontend / USER INTERFACE for CMDBs to make them more readable.

Question 16

What is an Incident considered in Incident Management ?

Answer 16

An unplanned INTERRUPTION or reduction of quality Must be logged, prioritized and managed through their lifecycle.

Question 17

What must be done for a major incident ?

Answer 17

• Need a SERPERATE PROCEDURE. - SWARMING can be used for quicker solutions.

Question 18

What is the purpose of Problem Management ?

Answer 18

• reduce LIKELIHOOD of RECURRING INCIDENTS by identifying ROOT CAUSES and eliminating those

Question 19

What is a Problem considered in Problem Management ?

Answer 19

Unknown CAUSE of one or more INCIDENTS

Question 20

What does a problem become when its root cause is found but not its solution?

Answer 20

KNOWN ERROR

Question 21

What is an alternate solution, reducing the impact of the problem ?

Answer 21

Work around

Question 22

What are the 3 phases of a problem ?

Answer 22

Problem IDentification -> Problem CONTROL -> ERROR Control

Question 23

What are the 4 Skills that are needed in Service Desk ?

Answer 23

• Incident ANALYSIS and prioritization
• Effective COMMUNICATION
• EMOTIONAL intelligence
• Excellent CUSTOMER SERVICE skills

Question 24

What is the purpose of Service Level Management ?

Answer 24

• To SET clear business-based TARGETS for service PERFORMCANCE, so that the delivery of a service can be MEASURED properly.

Question 25

What are the 3 Service Level Management agreements ?

Answer 25

Service Level Agreement - SLA
Operational Level Agreement - OLA
Underpinning Contracts - UC

Question 26

What RELATIONSHIP exists in an SLA ?

Answer 26

CUSTOMER & SERVICE PROVIDER

Question 27

What RELATIONSHIP exists in a UC ?

Answer 27

SERVICE PROVIDER AND EXTERNAL SUPPLIER

Question 28

What RELATIONSHIP exists in an OLA ?

Answer 28

WITHIN SAME ORGANIZATION

Question 29

What are four recommendations when creating these agreements ?

Answer 29

• Clear language, no jargon
• Simply written, easy to understand
• Should relate to defined outcomes
• Listen actively to customer needs

Question 30

What is the purpose of Service request Management ?

Answer 30

• To SUPPORT the agreed QUALITY of services by handling all pre-defined, user-initiated service requests.

Question 31

What is a service request ?

Answer 31

• a formal REQUEST for something OTHER THAN incident resolution (e.g. information, replacement request due to not liking color of prod, how-to questions…)

Question 32

What should be done when defining new workflows that handle a service request ?

Answer 32

Try to REUSE already existing ones

Question 33

What is the lifecycle of Relationship Management ?

Answer 33

Relationships are IDentified -> Analyzed -> Monitored -> Improved

Question 34

What are the type of Events regarding Monitoring & Event Management ?

Answer 34

Informational, Warning, Exception

Question 35

What is a Canary/Dark Release regarding Release Management ?

Answer 35

Releases that have been DISCONNECTED from delployment usually for testing purposes

Question 36

What is the one important aspect of Deployment Management ?

Answer 36

Deployment does not equal Release