Practicioner Deck APMG-QA Branding - Clauses 7-9 Flashcards Preview

ISO/IEC 20000 > Practicioner Deck APMG-QA Branding - Clauses 7-9 > Flashcards

Flashcards in Practicioner Deck APMG-QA Branding - Clauses 7-9 Deck (52):
1

Relationship Processes (7)

Business Relationship Management (7.1) (1)

What is the objective of the Business Relationship Management process?

To establish and maintain a good relationship between the service provider and customer,

based on understanding the customer and their business drivers

2

Relationship Processes (7)

Business Relationship Management (7.1) (2)

What must the service provider designate for each customer?

An individual who will be responsible for managing the customer relationship and customer satisfaction

3

Relationship Processes (7)

Business Relationship Management (7.1) (3)

How does this process involve the establishment of a communication mechanism?

3 bullets

1. The SP shall establish a communication mechanism with the customer.

2. This mechanism shall promote understanding of the business enviornment and requirements for new or changed services

3. Information within this mechanism shall enable the service provider to respond to service requirements

4

Relationship Processes (7)

Business Relationship Management (7.1) (4)

How does this process address service performance?

The SP shall review the performance of the services at planned intervals, with the customer

5

Relationship Processes (7)

Business Relationship Management (7.1) (5)

How does this process intersect with the change management process and the service level management process?

1. changes to the documented service requirements shall be controlled by the change management process

2. changes to the SLAs shall be coordinated with the service level management process

6

Relationship Processes (7)

Business Relationship Management (7.1) (6)

How does this process address complaints?

4 bullets

1. The definition of a service complaint shall be agreed with the customer

2. there shall be a documented procedure to manage service complaints from the customer

3. the SP shall record, investigate, act upon, report and close service complaints

4. where a service complaint is not resolved through the normal channels, escalation shall be provided to the customer

7

Relationship Processes (7)

Business Relationship Management (7.1) (7)

How does this process address customer satisfaction?

2 bullets

1. the SP shall measure customer satisfaction at planned intervals based on a representative sample of the customers and users of the services

2. the results shall be analysed and reviewed to identify opportunities for improvement 

8

Relationship Processes (7)

Supplier Management (7.2) (1)

What is the objective of the Supplier Management process?

to manage suppliers to ensure the provision of seamless quality services

9

Relationship Processes (7)

Supplier Management (7.2) (2)

What must the service provider designate for each supplier?

 

an individual who is responsible for managing the relationship, the contract and performance of the supplier

10

Relationship Processes (7)

Supplier Management (7.2) (3)

What must be at least included or referenced in a contract between the service provider and the supplier?

12 bullets

1. scope of the supplier services

2. dependencies between services and processes

3. requirements to be fulfiled by the supplier

4. service targets

5. interfaces between service management processes operated by the supplier and other parties

6. integration of supplier's activities within the SMS

7. workload characteristics

8. contract exceptions and how these will be handled

9 authorities and responsibilities of the service provider and the supplier

10. reporting and communication to be provided by the supplier

11. basis for charging

12. activities and responsibilities for the expected or early termination of the contract and the transfer of services to a different party

11

Relationship Processes (7)

Supplier Management (7.2) (4)

How does this process address lead and sub-contracted suppliers?

the SP shall ensure that roles of and responsibilities between, lead and sub-contracted suppliers are documented.

the SP shall verify that lead suppliers are managing their sub-contracted suppliers to fulfil contractual obligations

12

Relationship Processes (7)

Supplier Management (7.2) (5)

How does this process address performance?

the SP shall monitor the performance of the supplier at planned intervals. The performance shall be measured against service targets and other contractual obligations

Results shall be recorded and reviewed to identify the causes of nonconformities and opportunities for improvement

13

Relationship Processes (7)

Supplier Management (7.2) (6)

How does this process address change to contracts and contractual disputes?

Changes to the contract shall be controlled by the change management process

There shall be a documented procedure to manage contractual disputes between the service provider and the supplier

 

14

Resolution Processes (8)

Incident and Service Request Management (8.1) (1)

What is the objective of the Incident and Service Request Management Process?

To restore agreed service to the business

as soon as possible or to respond to service requests

15

Resolution Processes (8)

Incident and Service Request Management (8.1) (2)

Which 7 elements must be defined in the documented procedure for all incidents?

 

1. recording

2. allocation of priority

3. classification

4. updating of records

5. escalation

6. resolution

7. closure

16

Resolution Processes (8)

Incident and Service Request Management (8.1) (3)

What must be taken into consideration when prioritising incidents and service requests?

1. Impact

2. Urgency

17

Resolution Processes (8)

Incident and Service Request Management (8.1) (4)

How does this process handle access to relevant information?

1. The SP shall ensure that personnel involved in the incident and service request management process can access and use relevant information

2. The relevant information shall include service request management procedures, known errors, problems and the CMDB

3. Information about the success or failure of release and future release dates, from the release and deployment management process, shall be used by the incident and service request management process

18

Resolution Processes (8)

Incident and Service Request Management (8.1) (5)

How does this process intersect with the the Release and Deployment Management process?

Information about the success or failure of release and future release dates, from the release and deployment management process, shall be used by the incident and service request management process

19

Resolution Processes (8)

Incident and Service Request Management (8.1) (6)

How does this process address information provided to the customer?

1. the SP shall keep the customer informed of the progress of their reported incident or service request.

2. if service targets cannot be met, the service provider shall inform the customer and interested parties and escalate according to the procedure

20

Resolution Processes (8)

Incident and Service Request Management (8.1) (7)

How does this process handle major incidents?

5 bullets

1. the service provider shall document and agree with the customer the definition of a major incident

2. Major incidents shall be classified and managed according to a documented procedure

3. Top Management shall be informed of major incidents

4. Top Management shall ensure that a designated individual responsible for managing the major incident is appointed.

5. after the agreed service has been restored, major incidents shall be reviewed to identify opportunities for improvement

21

Resolution Processes (8)

Problem Management (8.2) (1)

What is the objective of the Problem Management Process?

to minimise disruption to the business by proactive identification and analysis of the causes of incidents and by managing problems to closure

22

Resolution Processes (8)

Problem Management (8.2) (2)

Which 8 elements must be defined in the documented procedure to identify problems? 

1. identification

2. recording

3. allocation of priority

4. classification

5. updating of records

6. escalation

7. resolution

8. closure

23

Resolution Processes (8)

Problem Management (8.2) (3)

How does this process intersect with Incident and Service Request management process?

1. the SP shall analyse data and trends on incidents and problems to identify root causes and their potential preventive action

2. up-to-date information on known errors and problem resolutions shall be provided to the incident and service request management

24

Resolution Processes (8)

Problem Management (8.2) (4)

How does this process intersect with change management process?

Problems requiring changes to a CI shall be resolved by raising a request for change (RFC)

25

Resolution Processes (8)

Problem Management (8.2) (5)

How does this process define a known error?

where the root cause has been identified, but the problem has not been permamnently resolved,

the SP shall identify actions to reduce or eliminate the impact of the problem on services.

Known errors shall be recorded

26

Resolution Processes (8)

Problem Management (8.2) (6)

How does this process address effectiveness?

the effectiveness of problem resolution shall be monitored, reviewed and reported

27

Control Processes (9)

Configuration Management (9.1) (1)

What is the objective of the Configuration Management Process? 

to define and control the components of the service and infrastructure and maintain accurate configuration information

28

Control Processes (9)

Configuration Management (9.1) (2)

Which 8 elements of information must be recorded for each CI?

1. description of the CI

2. relationship(s) with other CIs

relationship(s) with service components

4. status

5. version

6. location

7. associated requests for change

8. associated problems and known errors

29

Control Processes (9)

Configuration Management (9.1) (3)

How are CIs related to a CMDB?

1. CIs shall be uniquely identified and recorded in a CMDB

2. The CMDB shall be managed to ensure its reliability and accuracy, including control of update access

30

Control Processes (9)

Configuration Management (9.1) (4)

How must the CIs and the CMDB be maintained in terms of auditing and traceability?

1. the SP shall audit the records stored in the CMDB at planned intervals. Where deficiencies are fount, the service provider shall take necessary actions and report on the actions taken

2. Changes to CIs shall be traceable and auditable to ensure integrity of theCIs and the data in the CMDB

31

Control Processes (9)

Configuration Management (9.1) (5)

How does this process interact with the Release and Deployment Process?

A configuration baseline of the affected CIs shall be taken before deployment of a release into the live environment

32

Control Processes (9)

Configuration Management (9.1) (6)

How shall master copies of CIs in the CMDB be stored?

In secure physical or electronic libraries referenced by the configuration records. This shall enclude at least documentation, license information, software and, where available, images of the hardware configuration

33

Control Processes (9)

Change Management (9.2) (1)

What is the objective of the Change Management Process?

to ensure that all changes are assessed, approved, implemented and reviewed in a controlled manner

34

Control Processes (9)

Change Management (9.2) (2)

Which 2 elements shall be defined in a change management policy?

1. CIs under its control

2. Criteria to determine changes with potential to have a major impact on services or the customer

35

Control Processes (9)

Change Management (9.2) (3)

Name 2 changes that this process will classify as changes with the potential to have a major impact

1. Removal of a service

2. Transfer of a service form the service provider to the customer or a different party

36

Control Processes (9)

Change Management (9.2) (4)

How does this process address requests for change?

4 bullets

1. There shall be a documented procedure to record, classify, assess and approve RFCs

2. The service provider shall document and agree  with the customer the definition of an emergency RFC

3. There shall be a documented procedure for managing emergency RFCs

4. RFCs classified as having the potential to have a major impact on the services or the customer shall be managed using the DTNCS process (5)

37

Control Processes (9)

Change Management (9.2) (5)

Which 6 elements shall be taken into consideration when making decisions on accepting RFCs?

1. Risks

2. Potential impact on services or the customer

3. Service requirements

4. Business benefits

5. Technical feasibility

6. Financial impact

38

Control Processes (9)

Change Management (9.2) (6)

Which 2 steps shall happen before approved changes are deployed into the live environment?

Approved changes shall be developed and tested

39

Control Processes (9)

Change Management (9.2) (7)

How does this process address the schedule of approved changes and its communication? 

1. A schedule (with details and proposed deployment dates) shall be established and communicated to interested parties

2. The schedule shall be used as  the basis for planning the deployment of releases

40

Control Processes (9)

Change Management (9.2) (8)

How does this process address unsuccessful changes?

1. They shall be reversed or remedied if unsuccessfull 

2. Activities required to reverse shall be planned and, where possible, tested

3. They shall be investigated and agreed actions taken

41

Control Processes (9)

Change Management (9.2) (9)

How does this process intersect with Configuration Management process? 

The CMDB records shall be updated following the successfull deployment of changes

42

Control Processes (9)

Change Management (9.2) (10)

How shall changes be reviewed and RFCs analysed?

1. They shall be reviewed for effectiveness and actions agreed with interested parties will be taken

2. RFCs shall be analysed at planned intervals to detect trends. The results shall be recorded and reviewed to identify opportunities for improvement

43

Control Processes (9)

Release and Deployment Management (9.3) (1)

What is the objective of this process?

to deliver, distribute and track one or more changes into the live environment

44

Control Processes (9)

Release and Deployment Management (9.3) (2)

What shall be stated in a Release policy?

The frequency and type of releases

45

Control Processes (9)

Release and Deployment Management (9.3) (3)

Which 4 elements shall be included in the planning of deployment of new or changed services and service components into the live environment?

1. Planning coordinated with the Change Management Process and references to the related RFCs, known errors and problems which are being closed through the Release

2. The dates for deployment of each release

3. Deliverables

4. Methods of Deployment

46

Control Processes (9)

Release and Deployment Management (9.3) (4)

How does this process address Emergency Releases?

1. The SP shall document and agree with the customer the definition of an emergency release

2. Emergency releases shall be managed according to a documented procedure

47

Control Processes (9)

Release and Deployment Management (9.3) (5)

How does this process handle building and testing of Releases?

1. Releases shall be built and tested prior to deployment

2. A controlled acceptance test environment shall be used for the building and testing of releases

48

Control Processes (9)

Release and Deployment Management (9.3) (6)

How do acceptance criteria interact with deployment of releases in context of this process?

3 bullets

1. Acceptance criteria for the release shall be agreed with the customer and interested parties.

2. The release shall be verified against the agreed acceptance criteria and approved before deployment

3. If the acceptance criteria are not met, the service provider shall make a decision on necessary actions with interested parties

49

Control Processes (9)

Release and Deployment Management (9.3) (7)

What shall be maintained during deployment of a Release?

The integrity of hardware, software and other service components

50

Control Processes (9)

Release and Deployment Management (9.3) (8)

How does this process address unsuccessful deployment of releases?

3 bullets

 

1. The deployment of a release shall be reversed or remedied if unsuccessfull 

2. The activities required to reverse or remedy an unsuccessfull release deployment shall be planned and, where possible, tested

3. Unsuccessful release deployments shall be investigated and agreed actions taken

51

Control Processes (9)

Release and Deployment Management (9.3) (9)

How does this process control the success or failure of releases?

4 bullets

1. The success or failure of releases shall be monitored and analysed.

2. Measurements shall include incidents related to a release in the period following deployment of a release.

3. Analysis shall include assessment of the impact of the release on the customer.

4. The results and conclusion from the analysis shall be recorded and reviewed to identify opportunities for improvement

52

Control Processes (9)

Release and Deployment Management (9.3) (10)

How does this process interact with each one of the following processes?

Change Management

Incident and Service Request Management

 

1. Information about the success or failure of releases and future release dates shall be provided to the change management process and incident and service request management process

2. Information shall be provided to the change management process to support the assessment of the impact of RFCs on releases and plans for deployment