Most Important Practices Flashcards
What is a Practice ?
A practice is a set of organizational RESOURCES designed to perform work or ACCOMPLISH an OBJECTIVE.
What are 3 Different Types of Practices ?
- General
- Service
- Technical
What are 3 important aspects of Continual Improvement ?
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
What are the 6 different Service Management Practices ?
Service DESK
Service LEVEL Management
Service REQUEST Management
PROBLEM Management
INCIDENT Management
CHANGE Enablement
What is the purpose of Change Enablement ?
- MAXIMIZE the number of successful CHANGES through proper risk assessment
- MINIMIZE the negative impact of FAILED CHANGES
What are the different types of Change Enablements ?
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
What is the purpose of Incident Management ?
- MINIMIZE NEGATIVE IMPACTS of incidents by restoring normal operation as soon as possible.
What is the purpose of Service Desk ?
- CAPTURE DEMAND for INCIDENTS and service REQUESTS
- Single point of contact between SERVICE PROVIDER and USERS for users to report issues.
What is an IT Asset regarding IT Asset Management ?
Any financially VALUABLE COMPONENT that can contribute to the delivery of IT products or services.
What is an Event regarding Monitoring & Event Management ?
Any CHANGE of STATE that has a significance for the management of a configuration item or service
What is a Release regarding Release Management ?
A version of a SERVICE or other configuartion items, or a collection of configuration items, that is made AVAILABLE for USE.
What is the purpose of Service Configuration Management ?
Ensures accurate INFORMATION is AVAILABLE when needed about SERVICES, configuration items and their relationships.
What is a Cl (Configuration Item) regarding Service Configuration Management ?
Any COMPONENT that needs to be MANAGED to deliver an IT service
What is a CMDB (Configuration Management Database) regarding Service Configuration Management ?
a DATABASE or collection of databases holding CIs and their connections
What is a CMS (Configuration Management System regarding Service Configuration Management ?
a frontend / USER INTERFACE for CMDBs to make them more readable.
What is an Incident considered in Incident Management ?
An unplanned INTERRUPTION or reduction of quality Must be logged, prioritized and managed through their lifecycle.
What must be done for a major incident ?
- Need a SERPERATE PROCEDURE. - SWARMING can be used for quicker solutions.
What is the purpose of Problem Management ?
- reduce LIKELIHOOD of RECURRING INCIDENTS by identifying ROOT CAUSES and eliminating those
What is a Problem considered in Problem Management ?
Unknown CAUSE of one or more INCIDENTS
What does a problem become when its root cause is found but not its solution?
KNOWN ERROR
What is an alternate solution, reducing the impact of the problem ?
Work around
What are the 3 phases of a problem ?
Problem IDentification -> Problem CONTROL -> ERROR Control
What are the 4 Skills that are needed in Service Desk ?
- Incident ANALYSIS and prioritization
- Effective COMMUNICATION
- EMOTIONAL intelligence
- Excellent CUSTOMER SERVICE skills
What is the purpose of Service Level Management ?
- To SET clear business-based TARGETS for service PERFORMCANCE, so that the delivery of a service can be MEASURED properly.
What are the 3 Service Level Management agreements ?
Service Level Agreement - SLA
Operational Level Agreement - OLA
Underpinning Contracts - UC
What RELATIONSHIP exists in an SLA ?
CUSTOMER & SERVICE PROVIDER
What RELATIONSHIP exists in a UC ?
SERVICE PROVIDER AND EXTERNAL SUPPLIER
What RELATIONSHIP exists in an OLA ?
WITHIN SAME ORGANIZATION
What are four recommendations when creating these agreements ?
- Clear language, no jargon
- Simply written, easy to understand
- Should relate to defined outcomes
- Listen actively to customer needs
What is the purpose of Service request Management ?
- To SUPPORT the agreed QUALITY of services by handling all pre-defined, user-initiated service requests.
What is a service request ?
- a formal REQUEST for something OTHER THAN incident resolution (e.g. information, replacement request due to not liking color of prod, how-to questions…)
What should be done when defining new workflows that handle a service request ?
Try to REUSE already existing ones
What is the lifecycle of Relationship Management ?
Relationships are IDentified -> Analyzed -> Monitored -> Improved
What are the type of Events regarding Monitoring & Event Management ?
Informational, Warning, Exception
What is a Canary/Dark Release regarding Release Management ?
Releases that have been DISCONNECTED from delployment usually for testing purposes
What is the one important aspect of Deployment Management ?
Deployment does not equal Release
