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ITIL Foundation > Service Transition > Flashcards

Service Transition Flashcards

1
Q

5 covered processes of ST?

A

Transition Planning & Support, Change MGMT, Service Asset & Config MGMT, Release & Deployment MGMT, Knowledge MGMT.

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2
Q

2 uncovered processes on Foundation?

A

Change Evaluation, Service Validation & Testing

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3
Q

Major input to service transition stage?

A

service design packet

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4
Q

Service Transition Elevator Pitch?

A

ensure agreed-upon and designed services are successfully delivered according to the requirements and to provide value to the business.

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5
Q

Is transitioning from service catalog to retired services in the ST phase?

A

yes

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6
Q

Elevator Pitch of Transition Planning and Support?

A

Provide an integrated planning approach to ensure ST plans are aligned with customer, supplier, and business change plans.

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7
Q

Change definition

A

Addition, removal, or modification of anything that is used to provide an IT service.

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8
Q

Change MGMT info

A

Process that ensures that changes are deployed in a standardized manner.

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9
Q

RFC?

A

A formal Request for Change. Can be electronic or hard copy.

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10
Q

Change MGMT Elevator PItch

A

control the life cycle of all changes that enable beneficial changes to be made with minimal disruption to IT services.

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11
Q

3 types of change?

A

Normal, Standard, Emergency

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12
Q

Normal Change Definition?

A

Addition, removal, modification of an authorized service component and its related doc.

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13
Q

Standard Change Definition?

A

PRE-APPROVED, low-risk change that occurs on a relatively frequent basis.

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14
Q

Emergency Change

A

Change must be made ASAP (server replacement).

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15
Q

CAB

A

Change Authorization Board - a group of people that SUPPORTS(advises) the assessment, prioritization, authorization, and scheduling of changes.

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16
Q

ECAB

A

A subset of the CAB that makes decisions about high-impact emergency changes.

17
Q

Who makes decision from CAB?

A

Chair person(change manager) of CAB makes decision.

18
Q

What is a PIR?

A

Post Implementation Review - ensures change has met its objective.

19
Q

SACM?

A

Service ASset Config MGMT - process respnosible for ensuring that assets required to deliver services are properly controlled, and needed info about assets.

20
Q

Elevator Pitch for Service Asset and Config MGMT?

A

Control and manage assets required to delivery your services including maintaining accurate, meaningful, and relevant info about the asset configs - and RELATIONSHIP between assets.

21
Q

CI

A

Configuration Item - Any specific component or asset managed in order to deliver an IT service.

22
Q

Key word for Relationship MGMT?

A

Relationships.

23
Q

Definitive Media Library?

A

One or more physical locations in which the definitive and authorized versions of all software configuration items are securely stored.

24
Q

What is a config baseline?

A

config of a service or infrastructure that has been formally agreed on, and includes structure, contents, and details of the specific CI.

25
Q

Snapshot config?

A

a static, current state of configuration at a particular time, which is often compared to a baseline.

26
Q

Elevator pitch for Release Deployment MGMT?

A

ensure build, test, and deployment of the release is planned, scheduled, and controlled.

maintain integrity of exisiting services as new functionality required is delivered.

27
Q

Release Design

A

Aspect of release and deployment mgmt that describes how a release should be distributed to the user base.

28
Q

Release: Big Bang vs. Phased Approach?

A

All at once vs. crawl then walk.

29
Q

Release: Push vs. Pull

A

Send out a patch vs. user requests new software.

30
Q

ELS stands for?

A

Early life cycle support.

31
Q

Knowledge MGMT elevator pitch

A

Share perspectives, ideas, experience and info.
Make shared info available in the right place at the right time.
improve efficiency by re-using info.

32
Q

SKMS

A

Service Knowledge Management System - this is shared between teams to support services.

33
Q

DIKW structure?

A

Data - Raw events and stats
Information - adding context to data and organizing it.
Knowledge - combining info with experience
Wisdom - applying knowledge

34
Q

At which layer would you combine info and experience?

A

Knowledge…

35
Q

SKMS nesting structure

A

SKMS > CMS > CMDB > CI

36
Q

Phase all testing and validation be fully completed?

A

Transition.

37
Q

Design Coordination sister process in Transition?

A

Transition Planning and Support - PM.

ITIL Foundation (6 decks)

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