7. ITIL Practices (Part 2 - Understand) Flashcards

1
Q

7 Steps of Continual Improvement Model

A
  • What is the vision? - GOALS, OBJECTIVES
  • Where are we now? BASELINE
  • Where do we want to be? TARGET
  • How do we get there? PLAN
  • Take action - EXECUTE
  • Did we get there? CHECK
  • How do we keep the momentum going?
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2
Q

Type of Change:

  • pre-authorised
  • could be part of service request
  • low risk
A

Standard Change

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3
Q

Type of Change:

  • raised through RFC
  • needs to be scheduled
  • needs to be authorised
A

Normal Change

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4
Q

Type of Change:

- test and authorisation might be expedited

A

Emergency Change

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5
Q

The addition, modification, or removal of anything that could have a direct or indirect effect on services.

A

Change

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6
Q

How do you prioritise Incident?

A

In line with business impact + urgency

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7
Q

Unplanned interruption to a service or reduction in the quality of a service

A

Incident

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8
Q
  • align the organisation’s practices and services
  • with changing business needs
  • through the ongoing identification and improvement of services, service components, practices
  • data driven
  • use CIRs
A

CONTINUAL IMPROVEMENT

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9
Q
  • maximise number of SUCCESSFUL IT changes
  • by ensuring: risks are properly assessed,
  • authorising changes to proceed
  • managing change schedule
  • Assign appropriate Change Authorities to differing areas and Types.
A

CHANGE CONTROL

or previously called: Change Enablement

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10
Q

To minimise the negative impact of incidents by RESTORING normal service operation as quickly as possible

A

INCIDENT MANAGEMENT

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11
Q
  • to reduce the likelihood and impact of incidents
  • by identifying actual and potential causes of incidents,
  • managing WORKAROUNDS and KNOWN ERRORs
A

PROBLEM MANAGEMENT

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12
Q

A cause, or potential cause, of one or more incidents

A

Problem

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13
Q

A problem that has been ANALYSED and has not been resolved

A

Known Error

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14
Q

Three Phases of Problem Management

A

Problem Identification
(log, categorise, prioritise)

Problem Control
(analysis, finding workaround, logging in KEDB)

Error Control
(Change control, fix, post problem review for KB and Continual Improvement)

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15
Q
  • support the agreed quality of a service
  • by handling all PRE-DEFINED, user-initiated service requests
  • from users or user’s representative
  • also takes care of Standard Change
  • Well understood and predictable, they can be pre-defined as part of NORMAL service
A

SERVICE REQUEST MANAGEMENT

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16
Q

request from a user or user’s AUTHORISED REPRESENTATIVE that initiates a SERVICE ACTION

that has been agreed as a normal part of service delivery

A

Request

17
Q
  • capture demand for incident resolution
  • and service request
  • single point of contact
  • FOCUS on people and business
  • NOT technical issue
A

SERVICE DESK

18
Q
Skills needed for this practice:
•	Empathy
•	Incident analysis
•	Incident prioritization
•	Effective communications
•	Emotional intelligence
A

SERVICE DESK

19
Q
  • to set SLA
  • monitor if we’re delivering as per set level of expectation
  • delivering, measuring end-to-end
A

SERVICE LEVEL MANAGEMENT

20
Q

The following are the qualities of ____ ?

  • Must relate to a defined service in the Service Catalogue
  • Must relate to customers’ outcomes, not just operational metrics. A collection of relevant metrics is usually required
  • The agreement must involve all stakeholders including partners, sponsors, users and customers
  • Must be written in plain language and be easy to understand
  • Achieve an end-to-end view of services
A

SLAs

21
Q
  • any change of state
  • has significance for the management of a service
  • or other configuration item (CI)
  • typically recognised through notifications / monitoring tool
A

Event