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ITIL - Service Management > Service Transition > Flashcards

Service Transition Flashcards

1
Q

What’s the purpose of Service Transition?

A

Plan and manage the capacity and resources to package, build, test and deploy a release into a production.

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2
Q

What’s the goals/objectives of Service Transition?

A
  • Enable the business change project or customer to integrate a release into their business processes and services.
  • Reduce known errors and minimize the risks from transitioning the new or changed services into production.
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3
Q

What’s the value of Service Transition?

A
  • Deliver successful changes.
  • Reduce costs, delay and timing issues.
  • Improve control of service assets and configuration items.
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4
Q

What’s the purpose of Change Management?

A

Control the lifecycle of all changes and help in making beneficial changes with minimum disruption to IT services.

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5
Q

What’s the scope of Service Transition?

A

Changes to all architecture, tools, metrics, processes and documentation.

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6
Q

What is change?

A

the addition, modification or removal of approved and supported CI’s and baseline CI’s.

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7
Q

What is Request for Change (RFC)?

A

A form used to record details of a request for a change to any CI. It can be submitted from every ITIL process.

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8
Q

What is Forward Schedule of Changes (FSC)?

A

Schedule that contains details of all the changes authorized for implemenation and their proposed implementation dates. It also shows the dependency of each change.

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9
Q

What is Change Proposal?

A

A document that includes a high level of potential service introduction or significant change, along with a corresponding business case and expected implementation schedule.

Created by Service Portfolio Management and authorized by Change Management.

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10
Q

What’s the different impact of changes?

A
  • Standard: a well-known, relatively risk-free change with predefined procedure. Can be executed without contacting the Change Manager.
  • Minor: Small business impact on the services. Change Manager must authorize this RFC.
  • Significant: Medium business impact on the services. The Change Manager request advice from the Change Advisory Board (CAB).
  • Major: Major business impact on the services. Management is involved in the decision process.
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11
Q

What is the Change Advisory Board (CAB)?

A

A group responsible for assessing all RFC based on business impact, priority and resources. The CAB gives advice to Change Management.

CAB members will:

  • Review and approve normal changes.
  • Periodically review standard changes.
  • Review emergency changes post-implementation.
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12
Q

What should a change model include?

A
  • The steps to handle the change.
  • The chronological order of the steps.
  • Defined roles and responsibilities.
  • Thresholds and timescales for completion of actions.
  • Escalating procedures.
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13
Q

What are the change types?

A
  • Standard change: low risk and impact. Authority delegated to the Service Desk Manager.
  • Normal change: higher risk, normally requested by a change initiator.
  • Emergency change: used to respons to major incidents or ciritcal service failures.
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14
Q

What are the Change Managers responsibilites?

A
  • Ensure process is followed and authorizes minor changes.
  • Indentifies key stakeholders, coordinates and runs CAB meetings.
  • Produce change schedule.
  • Coordinates change, build, test and implementation.
  • Reviews or closes changes.
  • Initiates post implementation review meetings.
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15
Q

What is the purpose of Change Evalutation?

A

Compare predicted and actual service performance after change. Compare intended and unintended effects.

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16
Q

What is the objective of Change Evaluation?

A

To assess major changes, before those changes are allowed to proceed to the next phase in their lifecycle.

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17
Q

What are the objectives of Transition planning and support?

A
  • To plan and coordinate the resources to deploy a major release within the predicted cost, time and quality estimates.
  • Identify, manage and control the risks.
  • Make sure that plans are produced and available to customers and stakeholders as required.
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18
Q

What’s the objective of Application Development?

A

To make available applications and systems which provide the required functionality for IT services. This process includes the development and maintenance of custom applications as well as the customization of products from software vendors.

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19
Q

What’s the purpose of the Release and Deployment Management (RDM)?

A

To plan, schedule and control the build, test and deployment of releases. Deliver new functionalities needed by the business while ensuring that the integrity of existing services is protected.

20
Q

What’s the objective of Relase and Deployment management? (RDM)

A
  • To deploy releases into production and establish effective use of the service.
  • To ensure that the integrity of the live environment is protected and that the correct components are released.
  • Create and test release packages.
21
Q

What’s the scope of Release and Deployment management (RDM)?

A

Define processes, systems and functions to package, build, test and deploy a release into production.

22
Q

What’s a release?

A

A collection of new or changed Ci’s which are tested and introduced into the live environment together.

23
Q

What’s a release policy?

A

Clarifies the roles and responsibilities for release management.

24
Q

What’s a release plan?

A

A document that descirbes all of the activities, resources, responsibilities related to a particular release and the scheduling of that release.

25
Q

What are the different types of release?

A
  • Full release: all components within a release unit.
  • Delta release: only changed components within a release unit.
  • Package release: induvidual releases grouped together.
26
Q

What’s the Definitive Media Library (DML)?

A

A library where master copies of software versions are placed.

  • Protection of all authorized software versions.
  • Protection of hardware spares and components
  • Contains spares for recovery and components for change.
27
Q

What’s the four activities of Release and Deployment management (RDM)?

A
  • Release and deployment planning: requires change management authorization for start and complete.
  • Release build and test: the release package is built, tested and placed in the DML.
  • Deployment: the package is moved from the DML to the live environment, authorized by Change Management.
  • Review and close: lessons learnt and feedback are added to the SKMS. Performance targets are assessed to make sure they were met.
28
Q

What’s the purpose of Service validation and testing?

A

Plan and implement a validation and test process that provides evidence that the new or changed service will support the customers business requirements.

29
Q

What’s the objective of Service validation and testing?

A

To ensure that deployed releases and the resulting services meet customer expectations, and to verify that IT operations is able to support the new service.

30
Q

What’s the purpose of Service asset and configuration management (SACM)?

A

Identify, record, control, report and verify service assets and configuration items.

31
Q

What’s the objective of Service asset and configuration management (SACM)?

A

To maintain information about configuration items required to deliver an IT service, including their relationship.

Define and control the components of infrastructure and services and maintain exact configuration records.

32
Q

What’s the scope of Service asset and configuration management (SACM)?

A

Ensure all assets used during the service lifecycle are within the scope of asset management. Manage the complete lifecycle of every configuration item.

33
Q

What are the activities within Service asset and configuration management (SACM)?

A
  • Planning
  • Identification
  • Control
  • Status Accounting
  • Verification and audit
34
Q

What’s a configuration baseline?

A

A configuration baseline is the configuration of a service product or infrastructure that is formally reviewed and agreed on.

A configuration baseline:

  • Captures the structure, contents and details of a configuration.
  • Represents a set of configuration items that are related to each other.
35
Q

What’s a configuration item (CI)?

A

Any component of an IT infrastructure, or an item associated with an IT infrastructure shich is under the control of Configuration Management and therefore subject to formal change control.

36
Q

What’s Configuration Management Database (CMDB)?

A

A database that contains all relevant details of each CI and details of the important relationships between CI’s.

37
Q

What’s Configuration Management System (CMS)?

A

For each CI, SACM stores attribues e.g. model, unique identifier etc. The process organizes data and records in the CMS, which forms part of an overall Service Knowledge Management System.

38
Q

What are the CMS levels?

A
  • Data: includes configuration records.
  • Integration: aggregates information.
  • Processing: quieries data.
  • Presentation: delivers information.
39
Q

What’s definitive spares?

A

An area set aside for the secure storage of definitive hardware spares.

40
Q

What’s the purpose of Knowledge Management?

A

Share perspective, ideas, experience and information. Ensure that the information is available in the right place and at the right time.

41
Q

What’s the objectives of Knowledge Management?

A
  • Improve service quality and reduce cost by making information available when needed.
  • Manage and maintain knowledge, information and data.
  • Maintain a Service Knowledge Management System (SKMS) to provide access to information.
42
Q

What’s the scope of Knowledge Management?

A

Knowledge management is a lifecycle-wide process that helps many other service management processes. It has a strong relationship with SACM, as the CMS helps to inform the overall SKMS. Knowlege management is not responsible for capturing and managing configuration data - this is the role of SACM.

43
Q

What’s Service Knowledge Management System (SKMS)?

A

It’s the complete set of integrated repositories or databases that are used to manage knowledge and information. The SKMS includes CMS, tools and databases. It also includes Service portfolio, Service catalogue, SLAs and OLAs.

44
Q

What’s DIKW?

A
  • Data: is a set of discrete facts.
  • Information: requires appying meaning or relevance to the set of facts.
  • Knowledge: is composed of experience, ideas, insight and judgements of indivduals.
  • Wisdom: enables an organization to direct its strategy and growth in competitive market spaces.
45
Q

What are the stages of prioritizing within Change Management?

A
  • Urgent: goes through Emergency CAB (ECAB).
  • High: Important
  • Medium: Bugs and small fixes.
    Low: Less priority

ITIL - Service Management (7 decks)

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