Service Transition Flashcards
5 covered processes of ST?
Transition Planning & Support, Change MGMT, Service Asset & Config MGMT, Release & Deployment MGMT, Knowledge MGMT.
2 uncovered processes on Foundation?
Change Evaluation, Service Validation & Testing
Major input to service transition stage?
service design packet
Service Transition Elevator Pitch?
ensure agreed-upon and designed services are successfully delivered according to the requirements and to provide value to the business.
Is transitioning from service catalog to retired services in the ST phase?
yes
Elevator Pitch of Transition Planning and Support?
Provide an integrated planning approach to ensure ST plans are aligned with customer, supplier, and business change plans.
Change definition
Addition, removal, or modification of anything that is used to provide an IT service.
Change MGMT info
Process that ensures that changes are deployed in a standardized manner.
RFC?
A formal Request for Change. Can be electronic or hard copy.
Change MGMT Elevator PItch
control the life cycle of all changes that enable beneficial changes to be made with minimal disruption to IT services.
3 types of change?
Normal, Standard, Emergency
Normal Change Definition?
Addition, removal, modification of an authorized service component and its related doc.
Standard Change Definition?
PRE-APPROVED, low-risk change that occurs on a relatively frequent basis.
Emergency Change
Change must be made ASAP (server replacement).
CAB
Change Authorization Board - a group of people that SUPPORTS(advises) the assessment, prioritization, authorization, and scheduling of changes.
ECAB
A subset of the CAB that makes decisions about high-impact emergency changes.
Who makes decision from CAB?
Chair person(change manager) of CAB makes decision.
What is a PIR?
Post Implementation Review - ensures change has met its objective.
SACM?
Service ASset Config MGMT - process respnosible for ensuring that assets required to deliver services are properly controlled, and needed info about assets.
Elevator Pitch for Service Asset and Config MGMT?
Control and manage assets required to delivery your services including maintaining accurate, meaningful, and relevant info about the asset configs - and RELATIONSHIP between assets.
CI
Configuration Item - Any specific component or asset managed in order to deliver an IT service.
Key word for Relationship MGMT?
Relationships.
Definitive Media Library?
One or more physical locations in which the definitive and authorized versions of all software configuration items are securely stored.
What is a config baseline?
config of a service or infrastructure that has been formally agreed on, and includes structure, contents, and details of the specific CI.
Snapshot config?
a static, current state of configuration at a particular time, which is often compared to a baseline.
Elevator pitch for Release Deployment MGMT?
ensure build, test, and deployment of the release is planned, scheduled, and controlled.
maintain integrity of exisiting services as new functionality required is delivered.
Release Design
Aspect of release and deployment mgmt that describes how a release should be distributed to the user base.
Release: Big Bang vs. Phased Approach?
All at once vs. crawl then walk.
Release: Push vs. Pull
Send out a patch vs. user requests new software.
ELS stands for?
Early life cycle support.
Knowledge MGMT elevator pitch
Share perspectives, ideas, experience and info.
Make shared info available in the right place at the right time.
improve efficiency by re-using info.
SKMS
Service Knowledge Management System - this is shared between teams to support services.
DIKW structure?
Data - Raw events and stats
Information - adding context to data and organizing it.
Knowledge - combining info with experience
Wisdom - applying knowledge
At which layer would you combine info and experience?
Knowledge…
SKMS nesting structure
SKMS > CMS > CMDB > CI
Phase all testing and validation be fully completed?
Transition.
Design Coordination sister process in Transition?
Transition Planning and Support - PM.
