operate

Question 1

what esm monitor?

Answer 1

• infrastructure tools
• process performance
• quality assurance

Question 2

what is ITIL

Answer 2

• information technology infrastructure library
• standardise selection, planning, delivery and maintenance of IT services within a business
• improve efficiency and achieve predictable service delivery
• started in 1980s for data centres

Question 3

areas of itil (3)

Answer 3

service design, transition (change management), operation (recovery/management)

Question 4

what is six sigma

Answer 4

• disciplined, statistical-based, data-driven approach and continuous improvement methodology for eliminating defects

Question 5

CMM

Answer 5

• capability maturity model
• best practices for IT solutions

Question 6

what is SLA
- aspects?
- SMART

Answer 6

Service Level Agreement
1. service description
2. service level targets
3. responsibilities of service provider and customer

-Specific, Measurable, Achievable, Relevant, Timely

Question 7

whats RACI

Answer 7

• Responsible: does the work
• Accountable: delegates work & reviews to ensure correct and complete
• Consulted: provide input due to expertise
• Informed: told what is happening

Question 8

six sigma quality (3)

Answer 8

• defined using Kono Analysis
• dissatisfiers, satisfiers, delighters

Question 9

what are dissatisfiers

Answer 9

• expected features
• must be’s unspoken

Question 10

what are satisfiers

Answer 10

• standard features that increase/decrease satisfaction by their degree
• one-dimensional, spoken
• eg. cost, speed, ease of use

Question 11

what are delighters

Answer 11

• unexpected features/characteristics that impress customers and earch the company “extra credit”
• excited by, unspoken

Question 12

what drives good quality (4)

Answer 12

people
systems
process
measurements

Question 12

what is CTQ

Answer 12

Critical to Quality
- performance indicator for high level measurable objectives
- represent quantitative product/service characteristics defined by customer (internal/external)

Question 13

CTQ trees

Answer 13

qualitative voice of customer -> quality driver -> quantitative CTQ measurable

Question 14

DMAIC Process

Answer 14

1. define : understand needs, VoC, CTQ
2. measure: qualitative, quantitative
3. analyse: ensure quality is met/improved, discover trends
4. improve
5. control: response strategy, continuously improve quality

Question 15

why monitor?

Answer 15

• the process of reviewing and analysing IT infrastructure and business processes for availability, operations, performance, security and other operations-related processes
• help respond to issues early and predict future issues

Question 16

how to monitor?

Answer 16

1. measure
2. visualise
3. analyse
4. report

Question 17

analyse - peaks
- what to do?

Answer 17

1. dont panic
2. investigate the cause
3. check frequency of spike
4. decide if further action is required

Question 18

analyse - trends
- what are they used for?
- what to do?

Answer 18

• a number of consecutive data points away from the average in the same direction
• ensures a robust, long-lived system
• investigate cause