ITSM - 1

Question 1

Roadmap Workshops

Answer 1

actionable, guides transition

• where would we like to be?
• where do we start?
• how do we get there?

Question 2

Process Workshops

Answer 2

• high-level discussion –> process best practices
• ID existing processes
• ID areas –> improvement
• how SN supports ^^
• align workflows –> SN best practices

SN supports –> { process best practices, existing processes, areas –> improve}

Question 3

Technical Workshops

Answer 3

ID tech reqs

• config options –>
  
  • scalability
  • maintainability
  • performance
• interactive, tailored –> customer
• how –> implement/maintain apps

Question 4

Requirements Workshops

Answer 4

Process && Technical

customer process —- align —-> platform capabilities

• TC –>
  
  • demo functionality
  • best practices
  • STOP! over-engineering

Question 5

Workshop inputs >>> session >>> Outputs

Answer 5

inputs:

• questions
• stakeholder input

session

• challenges
• process best practice
• “to-be” processes
• high-level reqs

Outputs

• process definitions/flows
• draft stories || input –> stories

Question 6

CMDB –> ITSM processes

Answer 6

• associate CIs –> INC/PRB/CHG
• ID support/approval groups
• ID business criticality of affected CIs –> priority, escalate
• ID up/downstream impacts

Question 7

CMDB

Answer 7

centrally-managed, controlled system of record –> all IT components/relationships

• used by ALL ITSM apps –> analysis/decisions

Question 8

create new CI

Answer 8

• manual create
• service catalog
• import
• integrations
• discovery tools

Question 9

cmdb vs cmdb_ci

Answer 9

cmdb –> non-tech CIs

cmdb_ci –> tech CIs

over 500 classes

Question 10

CMDB Base Items

Answer 10

• Servers
• Computers
• workstations
• out-of-band devices
• network gear
• printers
• communication devices
• UPSs
• Accessories
• Computer Peripherals
• Software

Question 11

CMDB class attributes

Answer 11

CMDB classes –> inherid ALL generations parent clases

&& –> define new attributes at own level

Question 12

CMDB roles:

• itil
• enduser
• admin

Answer 12

CMDB roles

• itil: CRUD
• enduser: Read
• itil && enduser}–> associate CIs –> task
• admin:
  
  • create new CI classes
  • ID & reconcile CIs
  • import data
  • maintain relationships
  • manage CI attributes

Question 13

INC & Service Level Management Benchmarks

Answer 13

• % resolved
  
  • P1
  • 1st assignment
  • w/in SLA
• % reopened
• average time –> resolve
  
  • P1
  • INC (any)
• # INC per user

Question 14

INC

1. Create & Classify
2. Investigate & Diagnose
3. Resolve & Close

Answer 14

INC

1. Create & Classify
   
   1. create INC
   2. document
   3. assign
2. Investigate & Diagnose
   
   1. analyze/diagnose
   2. document
3. Resolve & Close
   
   1. solution/workaround –> restore normal service
   2. communicate resolution –> customer
   3. create PRB/CHG/REQ
   4. autocloses after 7 days (if no response)