Está en la página 1de 15

ITIL 2011 Foundation Study Set

Study online at


What is ITIL? Why do organizations use ITIL?

A set of best practice publications for IT service management It provides a formal standard to have service management capabilities audited and certified. It helps close the gaps in capabilities. ITIL provides the knowledge to achieve standards set out by the ISO. - Vendor neutral - Non prescriptive - Best practice 1) Core Publications 2) Complimentary Guidance



Name the characteristics of value What are the two primary elements of value? What is Business Value? What are the components of value? What influences the expected service? What are the 4 levels of service provision expectations?

1) Defined by customer 2) Achievement of objectives 3) Can change over time 4) Affordable mix of features 1) Utility 2) Warranty Services that provide customer with wanted business outcomes. 1) Customer Perception 2) Customer Preference 3) Business Outcomes 1) Preferences 2) Past experiences 3) Communications 1) Generic level (Core part of service) 2) Expected level (Minimal conditions of service provision) 3) Augmented level (Expectations may be augmented by things customer didn't think of) 4) Potential level (What needs to be done to attract and hold customers) 1) Customers (Buy goods or services) 2) Users (Use the service day-to-day) 3) Suppliers (Third parties supplying required goods and services) The basis for value creation including both resources and capabilities The ability of an organization, person, process, application, Configuration Item, or IT Service to carry out an activity. An IT infrastructure, people, money, or other tangible asset that might help deliver an IT Service. True



Why is ITIL successful? What are the components of the ITIL framework? What are the phases of the ITIL Service Lifecycle? What is a Service?






1) Service Strategy 2) Service Design 3) Service Transition 4) Service Operation 5) Continual Service Improvement A means of delivering value to a customer by facilitating the outcome that a customer wants without assuming the ownership of specific costs and risks related to that outcome. The result of an activity following a process or the delivery of a service. By enhancing the performance of tasks and reducing the effect of constraints.





What is an Outcome? How do services facilitate outcomes? What is Service Management? What is an IT Service? What are two kinds of IT Services?

Who are the Key Stakeholders?



What is Service Assets? What is a Capability?



A set of capabilities for providing value to a customer via service. Service management transforms resources into valuable services. A service provided by an IT service provider made up of a combination of IT, people and processes. 1) Customer Facing Services (Directly supports customer and its service level targets defined in the SLA) 2) Supporting Services (Required by a service provider to deliver customer facing services.) 1) Core (Delivers basic outcomes) 2) Enabling (Required to deliver core services) 3) Enhancing (Added to core services to make it more exciting) The implementation and management of IT services that meet the needs of the business. The level to which the service meets a customer's expectation.


What is a Resource? True or False, A capability is an intangible asset. What are the design constraints for a service? What is a Process? What characteristics does a process have?





What are the three types of services?

- Capability constraints - Resource constraints - Utility constraints - And more... A set of activities to accomplish an objective. 1) Measurability 2) Specific Results 3) Customers 4) Responsiveness to triggers



What is IT Service Management? What is Value?




What does process definitions describe?

- Inputs - Outputs - Activities - Measurements - Roles Set of responsibilities, activities and authorities granted to a person or a team. Is an authority matrix used to document the roles and relationships of the stakeholders in a process. It can identify weaknesses or areas of improvements. To be accountable for the overall quality of a process and ensure that a process is fit for purpose. -Sponsor, design change manage process -Define process strategy -Assist in process design -Process documentation is available -Define policies and standards about process -Audit process for compliance -Review process strategy -Communicate process information -Provide process resources -Process technicians have knowledge -Review for process improvements -Address process issues -Identify improvements for the CSI register -Prioritize improvements in CSI -Making improvements To be accountable for the operational management of the process. -Coordinate all activities with process owner -Ensure all activities are carried out -Appoint people to roles -Manage resources assigned -Ensure things run smoothly with process owners and managers -Identify improvement opportunities -Review and prioritize CSI improvements -Making improvements Carry out one or more process activities


What is the Service Owner's responsibility? What is a Function? What are the five stages of the Service Lifecycle? What is the objective of Service Strategy What topics are covered in Service Strategy?

Accountable for the delivery of a specific service.



What is a Role?

A group of people, tools and resources used to carry out a process activity. 1. Service Strategy 2. Service Design 3. Service Transition 4. Service Operation 5. Continual Service Improvement To provide guidance on designing, developing, and implementing Service Management not only as an organizational capability, but also as a strategic asset. -Development of market spaces -Characteristics of internal and external provider types -Service assets -Service Portfolio -Implementation of strategy To define the perspective, position, plans and patterns needed to be able to execute and meet an organization's business outcomes. -The customers -The services -How value is created -How assets underpin value -The delivery and funding model - It defines how to deliver services to meet a customer's business outcome - It defines how to manage services It defines performance and the alignment of IT services with the business.



What is the RACI matrix? What is a benefit of a RACI matrix? What is a Process Owner's responsibility? Detail the Process Owner's responsibilities:







What is the purpose of Service Strategy? What does a Service Strategy define? What is the scope of Service Strategy? What is the Business Value of Service Strategy? What are the Service Strategy processes and functions? What is the purpose of Service Portfolio Management?




What is the Process Manager's responsibility? Detail the Process Manager's responsibilities:




-Business Relationship Management -Strategy Management -Demand Management -Service Portfolio Management -Financial Management It ensures the right mix of services in order to balance the investment in IT with the ability to meet business outcomes.



What is the Process Practitioner's responsibility?


What is a Service Portfolio?

The complete set of Services managed by a Service Provider. The Service Portfolio manages the entire Lifecycle of all Services including the Service Pipeline, Service Catalogue and Retired Services. A justification for an expenditure with a focus on ROI and VOI including costs, benefits, options, issues, risks, and potential problems. 1. Introduction 2. Methods and Assumptions 3. Business Impact 4. Risk and Contingencies 5. Recommendations - Budgeting - Accounting - Charging (Billing) - Planning cycle (cost and workload forecasting) - Operational cycle (cost monitored against budget) - To establish and maintain a customerprovider relationship. - To identify customer needs and meet the customer needs even when they change. - Actvities that represent the service provider to customers through marketing, selling and delivery activities. - Activities that facilitate customer advocacy throughout the service lifecycle. A workload profile of one or more business activities which represents the dynamics of business and interactions with customers, suppliers, partners and stakeholders. Pattern of Business Activity (PBA)


What is the purpose of Service Design? What are the objectives of the Service Design phase? What is the scope of the Service Design phase? What is the Business Value of Service Design? What are the processes related to Service Design?

- To design IT Services together with governing practices, processes and policies - To provide an introduction of services to supported environments - Design services so effectively that minimal improvements will be required - Provide continual improvement in all aspects of design To provide guidance for design of services to meet agreed business requirements both current and future. Including: 1) Describe the principles of service design 2) Introduce service design package and select right service model 1) Quality Service 2) Cost-effective Services



What is a Business Case?


What is the content of a Business Case?



What processes does Financial Management include? What cycles are associated with budgeting, accounting, charging? What is the purpose of Business Relationship Management? What actvities does Business Relationship Management Activities refer to? Define Patterns of Business Activity (PBA)?





- Design Coordination - Service Level Management - Service Catalogue Management - Availability Management - Capacity Management - Information Security Management - Service Continuity Management - Supplier Management The process in which goals and objectives of service design stage are met



Describe the Design Coordination process. Describe the Service Catalogue Management process. Describe the Availability Management process Describe the Capacity Management process Describe the Information Security Management process.



To provide and maintain a single source of info on all operational and ready to be introduced services



A workload profile is also referred to as? What is Demand Management?

The process to ensure that the level of availability in services needs agrees with the required needs The process in which capacity of services and infrastructure meets agreed capacity and performance requirements The process of ensuring that the confidentiality, integrity and availability of an organizations assets, information, data and services match the agreed upon needs of the business.



Aims to understand, anticipate and influence customer demand for services. ex. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand. The phase that turns service strategy into a plan for delivering the business outcomes.



What is the Service Design phase?


Describe the IT Service Continuity Management process Describe the Supplier Management process What are the the 4 P's in Service Design? What are the 4 P's in Service Design used for? What are the five aspects of Service Design?

The process that supports the Business Continuity Management process by managing risks that could affect services. The process that obtains value for money from suppliers.


What are the objectives of the Service Level Management process?


- Define, document, agree , monitor, measure, report and review the level of IT services provided - Provide and improve the relationship with business - Monitor and improve customer satisfaction - Ensure IT and customers have clear expectations SLM provides a point of regular contact and communication to the customer and business managers of an organization with regards to service levels - Internal Service Provider - Shared Service Unit - External Service Provider 1) Service Level Agreements (SLA's) 2) Operation Agreements (OLA's) 3) Contracts/Underpinning Contracts (UC's) Agreement between an IT service provider and a customer(s). Defines the key targets and responsibilities of both parties. A mutually beneficial agreement is reached. Agreement between an IT service provider and another part of same organization that assists with service provision A contract binding agreement between two or more parties (between third party and the IT Service Provider) that defines the targets and accountabilities required for providing the service. - Service based SLA - Customer based SLA - Corporate SLA - Multi Level SLA A customer requirement for an aspect of an IT service


- People (culture, organization, skills) - Product (systems, infrastructure, tools) - Processes (how, where, when) - Partners (suppliers, manufacturers) To provide a balanced view of overall service 1) Service Solution 2) Technology and Infrastructure 3) Measurements 4) Service Management Systems and Tools 5) Processes It can improve utility and warranty of services incresing value.


What is the scope of the Service Level Management process? What are the three types of Service Providers? What are the three Service Design Agreements? What is the Service Level Agreement? What is the Organization Level Agreement? What is the UC?






Why is automation of technology and architecture beneficial? What is the Service Design Package? When is the Service Design Package created or edited? How is the Service Design Package used? What is the purpose of Service Catalogue Management? What are the two views of the Service Catalogue?




A document defining all aspects of the IT Service and its requirements through each stage of the lifecycle. - New service - Major change to service - Removal of service - Changes to the SDP itself It is passed from Service Design phase to the Service Transition phase and contains information to enable testing, introduction and operation. To provide a single source of information on all operational and ready for production services. 1) Business Service Catalogue View (Delivered to the customers-with info on Business Processes and Services) 2) Technical Service Catalogue View (Delivered to all supporting IT services with info on Services and Technical Domain) The process in which the current and planned services are delivered to the agreed targets and at the agreed service levels




What are four Service Level Agreement Frameworks? What is the definition of Service Level Requirements? What is the definition of a Service Level Agreement Monitoring Chart? What is the definition of Service Improvement Plan?





Monitors and reports against agreed Service Level targets (monthly report showing targets have been met, missed or threatened)


Describe the Service Level Management process


Overall program or plan of prioritized improvement actions for services and processes with associated risks.


What is the definition of a Service Review? What are some Service Level Management Activities?

A meeting between customer and the service provider to review service achievements and to contribute to Service Improvement Plan. -Determine, document and agree on requirements -Negotiate, document and agree on SLA for operational services -Monitor service performance against the SLA -Collate, measure and improve customer satisfaction -Produce service reports -Perform service reviews and improvements within the Service Improvement Plan -Review and revise SLAs/OLAs, service scope and underpinning agreements -Develop contracts and relationships -Handle complaints and compliments To ensure that the level of availability delivered in services meets the agreed availability need and service level targets -Produce and maintain availability plan -Ensure service availability achievements meet agreed targets -Assist with availability related incidents and problems -Assess impact of changes -Improve availability of services It covers: -design -implementation -measurement -management -improvement of service and component availability 1) Service Availability (All aspects of service availability and unavailability) 2) Component Availability (All aspects of component availability and unavailability) 1) Reactive activities (monitor, measure) 2) Proactive activities (plan, design, improvement) A function that reflects the part of business process that is critical to success of business


What is the purpose of the Capacity Management process? What are the objectives of the Capacity Management process?

It ensures the capacity of the IT service and infrastructure meets the agreed capacity and performance requirements -Produce and maintain capacity plan -Provide advice and guidance to business on capacity and performance issues -Assist with performance and capacity incidents and problems -Assess impact of changes on capacity plan -Proactive improvements The scope considers all resources required to deliver service and plans for short, medium and long term requirements A plan used to manage resources required to deliver services. It contains scenarios matched to patterns of business activity 1) Business Capacity Management (Demand Management and Patterns of Business Activity) 2) Service Capacity Management (Service usage and workloads) 3) Component Capacity Management (Use and capacity of individual technology components) Ensure confidentiality, integrity and availability of org's assets, info, data, and services match agreed needs of business -Confidentiality -Integrity -Availability -Non-Repudiation (transactions can be trusted) Governs the org's approach to Information Security Management Everyone except for Type III service providers (third parties)




What is the scope of the Capacity Management process? What is the Capacity Plan?



What is the purpose of Availability Management process? What are the objectives of Availability Management process?



What are the Capacity Management SubProcesses?



What is the scope of Availability Management process?

What is the purpose of the Information Security Management (ISM) process? What are the ISM concepts?



What are two levels of availability?


What is the Information Security Policy? Who should the Information Security Policy be communicated to? What is the purpose of the IT Service Continuity Management (ITSCM) process?



What are two availability management activities? What is Vital Business Functions?



Manage risk that could affect IT services and that the IT service can always provide minimum agreed business continuity service levels


What are the ITSCM process activities? What is a Business Continuity Plan? What is the purpose of Business Impact Analysis (BISA? What is risk?

-Initiation -Requirements and Strategy -Implementation -Ongoing Operation Define steps required to restore business process following disruption


What are the objectives of Service Transition?



To quantify the impact to the business that loss of service would have

-Plan and manage service changes -Set expectations on performance and use of new or changed service -Ensure service changes create expected business value -Provide knowledge and info abuot services and assets -Manage risk to new, changed, retired services -Deploy services releases in supported environments - Managing changes to services and service management processes - Introduce new services - Changes to existing services - Discontinuation of services - Transfer services to/from other providers - Align new/changed services with business requirements - Maximize value to the business operations - Service Assets & Config Management - Change Management - Release & Deployment Management - Knowledge Management - Transition Planning & Support - Change Management - Service Asset & Config Management - Knowledge Management - Release & Deployment - Transition Planning & Support To control lifecycle of all changes to be made with minimal disruption to services


An uncertainty of outcome which could cause harm or loss or affect the ability to acheive a desired objective. By the probability of threat, the vulnerability of assets to the threat, and impact of it occurring Qualitative and Quantitative


What is the scope of Service Transition?


How is risk measured? How can the impact of risk be measured? What is the purpose of the supplier management process? What are the supplier categories? What is the purpose of the Design Coordination process? Volume/Phase 3: Service Transition What is it? What is the purpose of Service Transition?



Ensure all contracts/agreements with suppliers support needs of business, and that contractors meet their commitments


What is the business value of Service Transition?


-Strategic -Tactical -Operational -Commodity ensuer goals of service design stage are met with single point of coordination within this stage


What are the Service Transition processes?




The phase of developing and improving capabilities for introducing new and changed service in supported environemnts. How to transition an org from one state to another while controlling risk. Ensure new, modified or retired services meet expectations of business as documented in service strategy and service design stages

What Service Transition processes support all lifecycle phases? What Service Transition processes primarily support the Service Transition phase? What is the purpose of Change Management?





What are the objectives of the Change Management Process? What is Change? What is the scope of change? What is Request for Change (RFC)? What is a Change Proposal? What do Change Models have?

- Respond to customer's changing requirements - Respond to business request for change - Record and evaluate change - Record changes to config in the CMS - Optimize business risk Addition, modification, removal of anything that could have an effect on IT services Changes to all architecture, processes, tools, metrics, documentation and to IT services and other config items A formal proposal for a change


What processes does the Change Management process interface with? What is the purpose of the Service Asset & Config Management (SACM) process? What are the objectives of the Service Asset & Config Management (SACM) process?

- Business Change - Program and Project Management - Organizational & Stakeholder Change Management - Sourcing and Partnering Ensure assets required to deliver service are controlled and info is available for them







A formal proposal for major changes that involve high cost, risk or org. impact. - Predefined steps for handling change - Defined order of steps and dependencies - Defined responsibilities for staff - Defined time scales for activity completion - Defined Escalation procedures A body to support authorization of changes. Assists in change management, assessment, prioritization, scheduling of change When a decision is needed quickly for an emergency change, the full CAB may not be available. Authorization of emergency changes will be done by this (ECAB) body. - Normal Change (Any service change that is not standard or emergency change) - Standard Change (Trigger defined, budget available,pre-authorized change of low risk, common and follows procedure) - Emergency Changes (Change that must be implemented ASAP, designed carefully, tested before use, but documents updated after) -Create and Record the RFC (request for change) -Review RFC -Assess and Evaluate RFC -Authorize -Plan Updates -Coordinate Change Implementation -Review and Close Change Action taken to recover after a failed change or release. What is the scope of the Service Asset & Config Management (SACM) process? What is a Config Item (CI)? What are examples of Config Items? What is the Configuration Management System (CMS)? What are the layers of the Configuration Management System (CMS)? What is the Definitive Media Library?

- Identify, control, record, report, audit, verify services and config items (CI's) - Identify, control assets - Account for, manage, protect CI's - Ensure integrity of CI's & Config - Maintain config info - Support service management by providing info Includes management of the component lifecycle of every CI (config item) A service asset that needs to be managed to deliver a service Assets such as server licenses and software licenses. The system used to collect and manage Config Items (CI's)





What is Change Advisory Board (CAB)? What is Emergency Change Advisory Board (ECAB)? What are the Change Types?






1) Data Layer 2) Information Integrity Layer 3) Knowledge Processing Layer 4) Presentation Layer Library where the definitive authorized versions of all media Config Items (CI's) are stored. It also includes licences and copies of documentation The config of a service, product or infrastructure that serve basis for further activities. Can only be changed by formal change procedures. Formally agreed to. A snap shot of current state of a config item or an environment. Snapshot is recorded in CMS (change management system). Not always agreed to.




What are Change Management Activities?

What is the configuration baseline?


What is the Snapshot?


What is Remediation Planning


What is the purpose of the Release & Deployment Management process? What are the objectives of the Release & Deployment Management process?

To plan, schedule & control the build, test & deployment of releases -Define, agree on release & deployment management plans -Create and test release packages -Ensure integrity of a release package is maintained -Deploy release packages from DML (definitive media library) -Ensure release packages can be tracked, installed, tested, verified, and/or uninstalled -New or changed service are capable of delivering agreed utility and warranty - And more.... Includes the processes, systems & functions to package, build, test and deploy a release in live use -Frequency of Release -Naming Conventions -Roles and Responsibilities -Grouping of Changes -Early Life Support Criteria -Release Approach 1) Release and Deployment Planning 2) Release Build and Test 3) Deployment 4) Review and Close Share perspectives, ideas, experience & info to enable informed decisions (DIKW) - Data, Information, Knowledge, Wisdom -Improve quality of decision making -Enable Service Provider to me more efficient and improve quality, reduce cost, increase satisfaction -Ensure staff have a clear understanding of value -Maintain Service Knowledge Management System (SKMS) -Gather, analyse, store, share, use & maintain knowledge Lifecycle wide process and relevant to all lifecycles

159. 160.

What is Data? What is Information

A set of discrete facts Information comes from providing context to data -Who? -What? -When? -Where? Composed of tacit (implied) experiences, ideas, insight, values and judgement of individuals Makes use of knowledge to create value through well-informed decisions Used to store and manage knowledge, info and data.



What is Knowledge? What is Wisdom? What is the Service Knowledge Management System (SKMS)? What is stored in the Service Knowledge Management System (SKMS)?




What is the scope of the Release & Deployment Management process? What does a Release Policy include?




What are the phases of Release & Deployment?

-Service Portfolio -Configuration Management System (CMS) -Definitive Media Library (DML) -Service Level Agreements (SLA's) -Operational Level Agreements (OLA's) -Info Security Policy -Budgets -Cost Models -Continual Service Improvement CSI Register -And more.... Provide overall planning for service transition and coordinate resources required for it



What is the purpose of the Knowledge Management process?

What is the purpose of the Transition Planning & Support process? What are the objectives of the Transition Planning & Support process?



What are the objectives of the Knowledge Management process?

-Plan and coordinate resources -Coordinate activities across projects, suppliers, service teams -Establish new or modified management info systems -Ensure all parties adopt common framework of re-usable processes -And more... -Maintain policies, standards for service transition activities and processes -Guide major change or new service through service transition process -And more... The phase of achieving effectiveness and efficiency in providing and supporting services to ensure value is provided to customer, user & service provider


What is the scope of the Transition Planning & Support process?



What is the scope of the Knowledge Management process?

Volume/Phase 4: Service Operation - What is it?


What is the purpose of Service Operation What are the objectives of Service Operation?

To coordinate and carry out activities and processes required to deliver and manage services at agreed levels to business users and customers -Maintain business satisfaction & confidence in IT through delivery and support of agreed IT service -Minimize impact of service outages on day-to-day business activities -Ensure access to agreed IT services is only provided to those authorized


What is the scope of Incident Management? What is an incident?

Any event which disrupts, or which could disrupt, a service



An unplanned interruption to an IT service or reduction in quality of IT service or failure of a CI (configuration item) that has not yet impacted IT service -They are Based on targets in SLA's -Captured as targets in OLA's -Escalation based on predefined rules - Steps to take to handle incidents - Chronological order of the steps (with dependencies defined) - Responsibilities (who should do what) - Precautions to be taken before resolution (i.e. data backup) - Time scales and thresholds for completion of actions - Escalation procedures - Necessary evidence-preservation Presents greater urgency and can have significant detrimental impact on business: -Separate procedure -Shorter time scale -Greater urgency -Different roles and responsibilities -Identification (through user, vendor, email, phone etc.) -Logging -Categorization (drives reporting, routing, prioritization, trend data) -Prioritization (combo of urgency and impact) -Initial Diagnosis (service desk)/Escalation (level 2,3 support) -Investigation and Diagnosis -Resolution and Recovery -Closure (surveys, documentation, formal closure) -Keep it simple -Use multi-level categorization -Use categorization for reporting -A combination of urgency and impact -Urgency: how quickly the business needs resolution -Impact: How many services affected, how many users affected, effect on business reputation


Describe Time Scales of Incident Management: What should an incident model include?


What is the scope of Service Operation?

- The services themselves - Service management processes (even though some processes originate in at service design/transition stages, they are continually in use here) - Technology (management of infrastructure) - People This is where the customer sees the actual value of the services



What is the business value of Service Operation? What communication is part of Service Operation? What processes are related to of Service Operation? What is the purpose of Incident Management? What are the objectives of Incident Management?


What is a major incident?


-Routine operational communication -Communication between shifts -Performance reporting -Change communication -Training -Strategy and Design communication -Incident management -Problem management -Event management -Request Fulfillment -Access Management To restore normal service operation as quickly as possible, minimize adverse impact on business ops, ensuring hat agreed levels of service quality are maintained - Ensure standard methods and procedures used for response, analysis, documentation, ongoing management and reporting of incidents - Increase viability and communication of incidents tp business and IT support staff - Enhance business perception of IT through professional approach and quickly resolving and communication incidents - Align incident management activities and priorities with those of the business - Maintain user satisfaction with the quality of IT services



What are the Incident Management activities?




How do you categorize an incident? How do you prioritize an incident?



How do you escalate an incident?

- Hierarchical escalation (Inform or involve more senior management to assist) - Functional escalation (Transferring an incident, problem or change to a technical team with higher experience to assist) Ownership regardless of escalation remains with the service desk - Service level management - Information security management - Capacity management - Availability management - Configuration management - Change management - Problem management - Access management To prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented - Prevent problems and resulting incidents from happening - Eliminate recurring incidents - Minimize the impact of incidents that cannot be prevented - Activities required to diagnose the root cause of incidents and to determine resolution to problems - Ensure resolution is implemented through correct control - Maintain info about problems, workarounds and resolutions The underlying cause of one or more failures Way of reducing or eliminating impact of incident or problem where a resolution is not available yet Problem that has a documented root cause and workaround - Objective is to facilitate faster diagnosis and resolution - Stores previous knowledge of problems & incidents It's part of the SKMS (service knowledge management system) - Speeds up resolution - Concern of data quality - Similar to incident model - For problems that have an expensive solution


What are the activities associated with Problem Management?

-Detection -Logging -Categorization -Prioritization -Investigation and diagnosis -Create a known error record -Resolution -What went right -What went wrong -How to improve -How to prevent recurrence -Who was involved After closure and it is linked to major incident review Incidents never become problems. They co-exist


Who owns an incident? What interfacing processes are associated with Incident Management?



What should Major Problem Review focus on?


When do you conduct a major problem review? What is the relationship between Incidents and Problems? What two processes is Problem Management made up of?



What is the purpose of Problem Management? What are the objectives of Problem Management? What is the scope of Problem Management?



1) Reactive = Triggered in reaction to an incident (engages problem management during an incident) 2)Proactive = Triggered by activities seeking to improve service (major problem review, trend analysis) -Financial Management -Availability Management -Capacity Management -IT Service Continuity Management -Service Level Management -Change Management -Configuration Management -Release and Deployment Management -Knowledge Management -Seven Step Improvement Process The ability to detect events, make sense of them and determine right control action -Detect all changes of state that have significance to management of a CI or IT service -Determine appropriate control action for events + communication -Provide trigger or entry point for execution of service operation processes -Provide means to compare actual operating performance and behaviour against design standards and SLA's -Provide basis for service assurance and reporting and service improvemnt



What processes interfaces with Problem Management?


What is a problem? What is a workaround? What is a known error? What is the Known Error Database (KEDB)?



What is the purpose of Event Management? What are the objectives of Event Management?





What is a Problem Model?


What is the scope of Event Management?

Applied to any service management that needs to be controlled and can be automated: -CI's(Configuration items) -Environmental conditions (fire, smoke detection) -Software licence monitoring (ensure legal use & allocation) -Security (intrusion detection) -Normal activity (tracking use of application or performance)


What is the purpose of Access Management? What are the objectives of Access Management? What is the scope of Access Management? What are the basic concepts of Access Management?

Tp provide the right for users to be able to use a service or group of services -Manage access -Respond to requests for granting access -Oversee access Executing the policies in information security management -Access -Identity -Rights -Service or Service Groups -Directory Services -Service Desk -Technical management -IT Operation Management -Application Management -Single point of contact for users (to service provider) -Communication to users -Coordination for several IT groups and processes -Reduce negative business impact -Improve customer service, perception, satisfaction -Increase accessibility through SPOC (single point of contact) -More meaningful management info -To restore the normal service to users as quickly as possible -Restoration of service in the widest possible sense -Local service desk = physically and culturally close to user community -Centralized service desk = merging multiple service desks together -Virtual service desk = use of technology to make up service desk, such as working from home It refers to the groups, departments or teams that provide technical expertise and overall management of the IT infrastructure -Custodian if technical knowledge and expertise (managing the IT infrastructure) -Provides the resources to support the service lifecycle -Provide guidance to IT ops about how to carry out ongoing ops management of technology





What is an Event? What is an Alert? What are three types of events?

It can be defined as any change of state that has significance for the management of a Configuration Item or IT Service Is a notification that a threshold has been reached, something has changed, or a failure has occured 1) Exception Events (a user attempts to logon to app with incorrect password, unusual situation in a process that may indicate an exception, a device's CPU is above acceptable use rate, PC Scan reveals installation of unauthorized softw.) 2) Warning Events (service memory use reaches within 5% of acceptable performance, completion tile is 10% longer) 3) Informational Events (scheduled workload has completed, user has logged in to use app, e-mail has reached intended recipient) It's he process responsible for managing the lifecycle of all service requests from users


What are the Service Operation Functions? What does the service desk do?




What is the business value of the service desk?


What is the purpose of Request Fulfillment? What are the objectives of Request Fulfillment?


What are the objectives of the service desk? What are the options of organizational structures of a service desk?


-maintain user and customer satisfaction -Provide channel to request and receive service -Provide info to users and customers re. availability of services -Source and deliver components of requested services -Assist with general info, complaints, comments Up to each org to decide which service requests it will handle



What is technical management?


What is the scope of Request Fulfillment? What is a Service Request?



Is a request from a user for info, advice, standard change, or access to an IT service

What is the role of technical management?


What are the objectives of technical management? What are the technical management groups?

To help plan, implement and maintain stable technical infrastructure to support the org's business processes -Network support -Server team -Virtualization team -Middleware -Desktop -Database -Directory services -Web services -Messaging team To execute the ongoing activities and procedures required to manage and maintain the IT infrastructure so as to deliver and support IT services at the agreed levels -Day to day processes and activities -Improving Services -Diagnose and resolve IT operations failures



Describe the overlap between functions in the Service Operations phase:

Technical and IT Ops Management are involved in management and maintenance of IT infrastructure Technical and Application Management are involved in design, testing, improvements of CI's IT Ops and Application Management are involved in application support



What is the purpose of IT Operations Management? What are the objectives of IT Operations Management? What are the components of IT Operations Management?

Volume/Phase 5: Continual Service Improvement (CSI) - What is it? What is the purpose of Continual Service Improvement? What are the objectives of Continual Service Improvement?

The phase of creating and maintaining value for the customer through improvements to strategy, design, transition and operation of service To align IT service with changing business needs by identifying and implementing improvements to IT services that support business processes -Improvements to the entire lifecycle (review, prioritize, make recommendations) -Focus on effectiveness and efficiency (identify and implement specific activities to improve effectiveness and efficiency) -Using proven quality management methods -Ensuring appropriate measurements -Review and anlalyze service level achievements) -Improve cost effectiveness -Ensure applicable quality management methods are used -Understand what to measure, why it is being measured and what the successful outcome should be -The overall health if ITSM as a discipline -The continual alignment of the service portfolio with the current and future business needs -The maturity and capability of the org, management, processes and people used by service -Continual improvement of all aspects of the service and the assets that support them





Operations control: -Console Management -Job scheduling -Backup and restore -Print and output management -Performance of maintenance activities Facilities Management: -Data centre Management -Recovery sites -Coordination consolidation projects -Management of outsourcing contracts


What is the purpose of Application Management? What is the role of Application Management?

Is responsible for managing applications through their lifecycle



-Custodian of technical knowledge related to managing apps -Provide resources to support service lifecycle -Provide guidance to IT ops about carrying out ops management of apps -Integration of application management lifecycle into service lifecycle To support the org's business process by helping to identify functional and manageability requirements for application software & to assist in design & deployment, plus ongoing support and improvements

What is the scope of Continual Service Improvement?


What are the objectives of Application Management?


What activities support Continual Service Improvement?

-Review mngmt info and trends (meeting agreed service levels and ensure output of enabling processes are acheiving desired results) -Conduct maturity assessments -Conduct internal audits (employee & process compliance) -Review existing deliverables -And more.... Value is optimized across entire lifecycle: -gradual and continual improvement in quality -Service remains continuously aligned to business requirements -Improvements in cost effectiveness -Monitoring and reporting ti id improvement opportunities -Id opportunities for improvements in org structure, resourcing, capabilities, partners, technology, staff skills, training, communication Ensures that policies and strategy are actually implemented and that required processes are correctly followed. It's t he single overarching are that ties IT and business together! It is an Improvement Model: Plan = relates to a problem Do = completing the project activities Check = review or audit of activities and outcomes Act = focus on improving capabilities based on Plan, Do, Check. It's an Improvement Model based on the Deming Cycle: 1) What is the vision? 2) Where are we now (establish baseline)? 3) Where do we want to be (agree on goals)? 4) How do we get there (detail plan)? 5) Did we get there (measure)? 6) How do we keep momentum going (Embed culture of change)? Define and manage the steps needed to identify, define, gather, process, analyze, present and implement improvements


What are the seven steps to improvement? E!


What is the business value of Continual Service Improvement

1) Identify strategy for improvement (vision, strategy, goals) 2) Define what you will measure 3) Gather the data (Who? How? When? Data integrity?) 4) Process the data (frequency? Format? System? Accuracy?) 5) Analyze Data (Trends? Targets? Improvements Required?) 6) Present and use the info, assessment,summary, action plans) 7) Implement Improvement -Analysis of he performance and capabilities of services and processes - Continual alignment of portfolio of IT services with business needs (current, future) -Making best use of technology - The org structure, capabilities of staff, appropriate functions and roles, required skills -Identify opportunities for improvements -Reduce cost -Identify what to measure -Review service achievements -Continually align and realign service provision with outcome requirements -Understand what to measure, why and define successful outcome The Continual Service Improvement Register: Is kept to record all the improvement opportunities A point of reference for continual improvement. Used as a starting point to measure effect of a service improvement plan -Strategic = Goals and Objectives -Tactical = Process and Maturity -Operational = Metrics and KPI's - Technology Metrics = component and application metrics such as performance, availability - Process Metrics = CSF's, KPI's and activitty metrics for service management process - Service Metrics = measure of end to end service performance, using individual technology and process metrics Critical Success Factors = Something that must happen if a process, project plan, or IT service is to succeed


What is the scope of the seven steps to improvement? E!


What is governance and what does it do? What is the Deming Cycle?


What are the objectives of the seven steps to improvement? E!



What is the CSI register? What is a basline measurement?


What is the CSI approach?



What levels are baselines established at? What types of metrics are there and what are they?



What is the purpose of the even steps to improvement?


What are CSF's?


What are KPI's?

Key Performance Indicators = A metric used to measure achievement to a CSF and help manage a process, service or activity (balance of effectiveness, efficiency and cost effectiveness) Information Technology Infrastructure Library Continual Service Improvement Responsible, Accountable, Consult, Inform Critical Success Factor Key Performance Indicator Data, Information, Knowledge, Wisdom IT Service Management Configuration Item Service Knowledge Management System Configuration Management System Configuration Management Database Definitive Media Library Change Advisory Board Known Error Database Underpinning Contract Service Level Agreement Service Level Management Supplier and Contract Management Information System Business Continuity Plan To provide best practice guidance to all types of organizations.


What does a process do? Where is a role defined? Detail the Service Owner's repsonsibility.

It takes inputs and turn them into outputs. A role is defined in a process or function. -Ongoing delivery meet agreed customer requirements -Understand and translate customer requirements -Communication with customer for inquiries and issues -Identify opportunities for service improvements -Liaising with process owners -Gather and analyse stats and data -Represent service All services under development, growth and Outlook. A database or structured document with information about all live IT Services, including those available for deployment. It includes information about deliverables, prices, contact points, ordering, and request processes. Services that are no longer available.



ITIL CSI RACI CSF KPI DIKW ITSM CI SKMS CMS CMDB DML CAB KEDB UC SLA SLM SCMIS BCP What is the purpose of ITIL Core Publications? What is the purpose of ITIL Complementatry Guidance? What is Utilitiy?


252. 253.

254. 255. 256. 257. 258. 259. 260. 261. 262. 263. 264. 265. 266. 267. 268.


What is a Service Pipeline? What is a Service Catalogue?



What are Retired Services? ROI VOI TCO PBA BCM OLA VBF BIA RFC SACM CAM ECAB SPOC Service Level Agreement Monitoring Chart (SLAM)

282. 283. 284. 285. 286. 287. 288. 289.

Return on Investment Value of Investment Total Cost of Ownership Pattern of Business Activity Business Continuity Management Operation Level Agreement Vital Business Function Business Impact Analysis Request for Change Service Asset and Configuration Management Change Advisory Board Emergency Change Advisory Board Single Point Of Contact Used to help monitor and report achievements against Service Level Targets. A SLAM Chart is typically color coded to show whether each agreed Service Level Target has been met, missed, or nearly missed during each of the previous 12 months.

269. 270.


To provide guidance for specific to industry sectors, org types, operating models and technology architectures. Fit for Purpose - The functionality of a product or service from a customer's perspective. Fit for Use - A promise (in SLA) that a product or service will meet agreed requirements. Information Communication Technology True

290. 291.


292. 293. 294. 295.


What is Warranty? ICT True or False, Resources are tangible assets.

274. 275.


What are the two types of customers? What is Utility? What is Warranty? What are the two types of Service Catalogues? What is a Function? What is a Role? What is a Process? What are the five Service Operation processes.

1. Internal - works for same business as service provider 2. External - works for a business other than the service provider Fit for purpose-the functionality of a product or service to meet a particular need. FIt for use-a promise or guarantee that a product or Service will meet its agreed requirements. 1. Business Service Catalogue 2. Technical Service Catalogue. A group of people and the tools they use to perform one or more processes or activities. A set of responsibilities defined in a process and assigned to a person or team. A structured set of activities designed to accomplish a specific objective. 1. Event Management 2. Incident Management 3. Request Fulfillment 4. Problem Management 5. Application Management 1. Service Desk 2. Technical Management 3. IT Operations Management 4. Application Management Functional requirements, SLAs, benefits and design constraints A service provider which functions within the business units they server. A service provider which functions in a special shared service unit not maintained at the corporate level by executives such as IT, HR and logistics. A service provider which functions outside of the organization that can offer competitive prices and lower unit costs. Ability of a Configuration Item or IT Service to perform its agreed Function when required. Availability is determined by Reliability, Maintainability, Serviceability, Performance and Security.

297. 298. 299.

300. 301. 302. 303.


What are the four Service Operation functions


What drives service design? Internal Service Provider Shared Services Unit External Service Provider What is availability?

306. 307.