Which stage in the lifecycle will ensure that measurement methods will provide the required metric for new or changed services?
Service Design
What’s the purpose of Event management?
The ability to detect events, make sense of them and determine the appropriate control action.
What’s the purpose of request fulfillment?
Dealing with service requests from the users
What are the key characteristics that contributes to ITIL success?
That it’s vendor-neutral, non-perscriptive and best practice.
What’s the sub-processes of capacity management?
Business capacity management
Service capacity management
Component capacity management
What happens with the problem record when a problem workaround is found?
The problem record reamins open and details of the workaround are documented within it.
What’s MTBSI?
It measures the time from one failure to the next failure.
What’s the objectives of Information Security Management?
- Define protection required for system/data.
- Undertaking risk assessment
- Providing information security policy.
What’s the objectives of supplier management?
- Negotiate with external suppliers
- Monitor delivery against contract
- Ensuring value for money
What’s the objectives of capacity management?
- Monitor capacity
- Forecast capacity requirements
- Dealing with capacity issues
What’s the responsibilities of Business continuity management (BCM) and the IT service continuity management (ITSCM)?
BCM defines the level of IT service that will be required in he event of a major disruption.
ITSCM is responsible for delivering this level of service.
What’s the scope of Service Level Management (SLM)?
- Performance of existing services being provided.
- Definition of required service levels for planned service.
What supports the achievement of a SLA?
OLA and underpinning contract
What does a multi-level SLA show?
Service-based, customer-based and corporate-based.
What are the colors of a SLAM chart?
Green: whitin target
Amber: some concerns
Red: exception
What are the different baselines?
- ITSM baseline: measure effect of an service improvement plan.
- Performance baseline: measure changes in performance over the lifetime of an IT service.
- Configuration baseline: part of a back-out plan to enable the IT infrastructure to be restored to a known configuration if a change or release falls.
What’s the difference between monitoring and event managment?
- Event management works with occurrences that are specifically generated to be monitored.
- Monitoring tracks these occurrances, but it will also actively seek conditions that do not generate events.
What’s IT made up of?
Information technology, people and processes.
What’s submitted before chartering new or changed services of significant cost, risk and impact?
Change proposals are submitted in order to ensure the potential conflicts for resources or other issues are identified.
What’s the scope of incident management?
Incident Management includes any event which disrupts or could disrupt a service
What’s an incident model?
The steps that should be taken to handle a particular type of incident, in an agreed way.
What’s the purpose of separate procedures for handling incidents with shorter timescales and greater urgency?
To resolve major incidents.
What type of code determines how the incident is handled both by support tools and support staff?
Prioritazion code.
What does the configuration Management system do?
Maintains relationships between all service components and any related inciddents, problem, known errors, chang eand release documentation.
