Section 9 Flashcards
Change Enablement
Maximizes the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Incident Mangement
Minimizes the negative impact of incidents by restoring normal service operation as quickly as possible.
Problem Management
Reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Service Desk
Capture demand for incident resolution and service requests.
Service Level Management
Sets clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Service Request Management
Supports the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.
IT Asset Management
To plan and manage the full lifecycle of all IT assets, to help the organization:
- Maximize value.
- Control costs.
- Manage risks.
- Support decision-making about purchase, re-use, and retirement of assets.
- Meet regulatory & contractual requirements.
Monitoring & Event Management
Systematically observes a service or service component, and record and report selected changes of state identified as events.
Release Management
To make new and changed services and features available for use.
Service Configuration Management
Ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed.
What are the two things Change Enablement needs to balance?
- The beneficial effects of changes.
- Protecting ourselves against the adverse effects of changes.
Anytime you change something you introduce a risk of failure.
Change
Addition, modification, or removal of anything taht could have a direct or indirect effect on IT services.
What are the three types of changes?
- Standard (pre-authorized; low-risk & well-understood. e.g. a password reset request).
- Normal (require some level of authorization based on the level of change. planned & scheduled in advance. e.g. a server upgrade from 2018 to 2019).
- Emergency (have an expedited assessment & authorization process. A change that must be introduced as soon as possible. Failure to plan is not an emergency change. e.g. service failure.).
Change Authority
A person or group responsible for authorizing a change.
Change Schedule
Used to help plan, changes, assist in communication, avoid conflicts, and assign resources.
Incident
An unplanned interruption to a service, ore reduction in the quality of service.
Swarming
Involves many different stakeholders working together initially, until it becomes very clear which of them is best placed to continue and who can move on to other tasks.
What does good incident resolution rely on?
Collaboration and information sharing.
Problem
A cause, or potential cause, of one or more incidents.
Known Error
A problem that has been analyzed and has not been resolved.
Workaround
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.
What are the four types of service desks?
- Local service desk (located close to users it serves).
- Centralized service desk (one location for serving all users).
- Virtual service desk (allows techs to be located in a variety of locations globally).
- Follow the sun service desk (a combination of desks throughout the globe to provide 24/7 support).
What are the four service desk steps in progression?
- Acknowledge.
- Classify.
- Own.
- Act.
Why does the service desk effect its users’ perception of the service provider?
They are the main and primary point of contact for the user.
Service Level Agreement (SLA)
Documented agreement between a service provider and a customer that identifies services required and the expected level of service.
What 5 things does a good SLA have?
- It is related to a defined service.
- The agreement is between the service provider and the service consumer (not customer).
- Must be simply written and easy to understand.
Service Request
A request from a user or a user’s authorized representative that initiates a service action that has been agreed as a normal part of service delivery.
What three phases go into a service request?
- Initiate.
- Approve.
- Fulfill.
IT Asset
Any valuable component that can contribute to the delivery of an IT product or service.
Event
Any change of state that has significance for the management of a configuration item (CI) or IT service.
Configuration Item (CI)
Any component that needs to be managed in order to deliver an IT service.
