workbook for course 1197 - wpc.0122.edgecastcdn.net

Workbook for Course 1197

Achieving ITIL® Foundation Certification

1197/WB/C.4/605/C.3

by Raymond Powell

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015 Edition. No part of this document may be reproduced in any form without the written

permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected]. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

© LEARNING TREE INTERNATIONAL, INC.All rights reserved.

All trademarked product and company names are the property of their respective trademark holders.

No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, or translated into any language, without the prior written permission of the publisher.

Copying software used in this course is prohibited without the express permission of Learning Tree International, Inc. Making unauthorized

copies of such software violates federal copyright law, which includes both civil and criminal penalties.

1197-WB-i Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015

Edition. No part of this document may be reproduced in any form without the written permission of both Learning Tree International, Inc. and AXELOS Limited. Permission can be requested at www.LearningTree.com and [email protected].


Workbook Contents

Assignment 1: ITIL and the Service Lifecycle ...................................................................... 1

Assignment 2: Service Strategy Key Concepts ................................................................... 5

Assignment 3: Service Design Key Concepts ..................................................................... 7

Assignment 4: Service Transition Key Concepts ............................................................... 11

Assignment 5: Service Operation Key Concepts ............................................................... 13

Assignment 6: Continual Service Improvement Key Concepts .......................................... 15

Additional Study Options 1: Processes and Functions Across the Lifecycle ..................... 17

Additional Study Options 2: IT Service Management and Service Strategy ...................... 23

Additional Study Options 3: Service Design ...................................................................... 27

Additional Study Options 4: Service Transition .................................................................. 33

Additional Study Options 5: Service Operation Processes ................................................ 39

Additional Study Options 6: Service Operation Functions ................................................. 43

Additional Study Options 7: Continual Service Improvement ............................................ 45

1197-WB-ii Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015



1197-WB-1 Copyright © Learning Tree International, Inc. and AXELOS Limited 2011 and 2015. All rights reserved. Material in this document has been sourced from the ITIL® Service Lifecycle Publication Suite, 2011 Edition and the ITIL® Practitioner Guidance, 2015



Assignment 1: ITIL and the Service Lifecycle

Part of preparing for the ITIL Foundation exam requires you to understand key concepts, definitions, and purposes used within the ITIL framework and across the lifecycle. The exam is intended for you to recognize the key concepts and match them to the definitions. This assignment is intended to provide you with the key terms and definitions and have you recognize and match them. Your tasks Task 1: Match the five phases of the service lifecycle with the purpose of each phase.

SERVICE STRATEGY

1. To ensure that new, modified, or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle

SERVICE DESIGN

2. To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers

SERVICE TRANSITION

3. To define the perspective, position, plans, and patterns that a service provider needs to be able to execute to meet an organization’s business outcomes

SERVICE OPERATION

4. To align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes

CONTINUAL SERVICE IMPROVEMENT

5. Design IT services together with the governing IT practices, processes, and policies




Assignment 1: ITIL and the Service Lifecycle (continued)

Task 2: Match the concept or term in the left column with the definition in the right column.

SERVICE

1. A set of specialized

organizational capabilities for providing value to customers in the form of services

SERVICE MANAGEMENT

2. A team or group of people and the tools or other resources they use to carry out one or more processes and activities

UTILITY 3. Providing assurance in terms

of availability, capacity, security, and continuity

WARRANTY

4. A means of delivering value to customers by facilitating outcomes that customers want to achieve, without the ownership of specific costs and risks

FUNCTION

5. Comprises a set of responsibilities, activities, and authorities granted to a personor team

PROCESS

6. Supporting business outcomes in terms of enhancing or enabling the performance of customer assets

ROLE

7. A structured set of activities that achieve a specific objective




Assignment 1: ITIL and the Service Lifecycle

(continued)

Task 3: Match the question in the left column with the answer in the right column.

What are the three types of service providers?

1. RACI Matrix

What two components are important to deliver value?

2. Internal service provider

Shared service unit External service provider

Which tool can be used to define roles and responsibilities?

3. Can be measured Delivers specific results Delivers to a customer or stakeholder Responds to specific events

What are the four characteristics of every

process?

4. Utility and Warranty




Assignment 2: Service Strategy Key Concepts

This assignment is intended to provide key service strategy concepts and terms and have you recognize and match them. Your tasks Task 1: Match the service strategy concept or term in the left column with the definition in the right column.

GOVERNANCE 1. Service assets used as direct inputs

for production

RISK

2. The ability to tie the IT service provider and the business customer together by defining common directions, policies, and rules

PATTERNS OF BUSINESS ACTIVITIES

3. A decision-support and planning tool that projects the likely consequences of a business action

RESOURCES 4. A workload profile of one or more

business activities

CAPABILITIES 5. A possible event that could cause

harm or loss, or affect the ability to achieve objectives

SERVICE PORTFOLIO

6. Repository of commitments and investments made by a service provider across all customers and market spaces

BUSINESS CASE 7. Service assets used to deliver value

by managing and directing resources




Assignment 2: Service Strategy Key Concepts (continued) Task 2: Match the service strategy process in the left column with the purpose in the right column.

SERVICE PORTFOLIO MANAGEMENT

1. To ensure that the service provider has the right mix of services to balance the investment in IT with the ability to meet business outcomes

FINANCIAL MANAGEMENT

2. To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs

BUSINESS RELATIONSHIP MANAGEMENT

3. To secure the appropriate level of funding to design, develop, and deliver services that meet the strategy of the organization




Assignment 3: Service Design Key Concepts

This assignment is intended to provide you with the key service design concepts and terms and have you recognize and match them. Your tasks Task 1: Match the service design concept or term in the left column with the definition in the right column.

FIVE ASPECTS OF DESIGN

1. A database or structured document with information about all live IT services, including those available for deployment

FOUR Ps OF DESIGN

2. A blueprint of what is required to deliver the necessary changes to accomplish the design of the new, changed, or retired service

SERVICE DESIGN PACKAGE

3. A written agreement between an IT service provider and a customer defining key service targets and responsibilities of both parties

SERVICE CATALOG

4. A contract between an IT service provider and an external supplier that defines targets and responsibilities that are required to meet targets in an SLA

SERVICE LEVEL AGREEMENT

5. Service solution Measurement design Process design Technology and architecture Management information systems

OPERATIONAL LEVEL AGREEMENT

6. People, process, products, partners

UNDERPINNING CONTRACT

7. An agreement between an IT service provider and an internal support group that assists with the provision of services




Assignment 3: Service Design Key Concepts (continued)

Task 2: Match the service design concept in the left column with the process in the right column.

Business, service, and component level management

1. DESIGN COORDINATION

Availability, reliability, maintainability, serviceability

2. SERVICE LEVEL MANAGEMENT

Service improvement plan 3. SERVICE CATALOG

MANAGEMENT

Information security policy 4. SUPPLIER MANAGEMENT

Technical/support view Customer/business view

5. AVAILABILITY MANAGEMENT

Business impact analysis 6. CAPACITY MANAGEMENT

Supplier and contract management information

system

7. IT SERVICE CONTINUITY

MANAGEMENT

Service design package 8. INFORMATION SECURITY

MANAGEMENT




Assignment 3: Service Design Key Concepts

(continued) Task 3: Match the service design process in the left column with the purpose in the right column.

DESIGN COORDINATION

1. To ensure that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost-effective and timely manner

SERVICE LEVEL MANAGEMENT

2. To provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally

SERVICE CATALOG MANAGEMENT

3. To obtain value for money from suppliers and ensure all contracts with suppliers meet business needs

SUPPLIER MANAGEMENT

4. To ensure that the capacity of IT services and the IT infrastructure meet the agreed capacity and performance-related requirements in a cost-effective and timely manner

AVAILABILITY MANAGEMENT

5. To ensure that all current and planned IT services are delivered to agreed achievable targets

CAPACITY MANAGEMENT

6. To reduce risks to IT services to agreed acceptable levels and to plan and prepare for the recovery of IT services

IT SERVICE CONTINUITY MANAGEMENT

7. To ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service lifecycle

INFORMATION SECURITY MANAGEMENT

8. To align IT security with business security and ensure that the confidentiality, integrity, and availability of the organization’s assets, information, data, and IT services always match the agreed needs of the business




Assignment 4:

Service Transition Key Concepts

This assignment is intended to provide you with the key service transition concepts and terms and have you recognize and match them. Your tasks Task 1: Match the service transition concept or term in the left column with the definition in the right column.

SERVICE CHANGE

1. Includes: A high-level description, including business outcomes and levels of warranty and utility required A full business case An outline schedule

CHANGE PROPOSAL 2. Pre-defined way to deal with

particular types of changes

CHANGE ADVISORY BOARD

3. A set of tools and databases used to manage all of the IT service provider’s configuration data

CHANGE MODEL 4. The addition, modification, or

removal of anything that could have an effect on IT services

CONFIGURATION ITEM

5. A secure library in which the definitive authorized versions of all media CIs are stored and protected

CONFIGURATION MANAGEMENT SYSTEM

6. A body that assists change management to assess, evaluate, and prioritize changes

DEFINITIVE MEDIA LIBRARY 7. Any component or other service

asset that needs to be managed in order to deliver an IT service




Assignment 4: Service Transition Key Concepts (continued)

Task 2: Match the service transition process in the left column with the purpose in the right column.

TRANSITION PLANNING

AND SUPPORT

1. To control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services

CHANGE

MANAGEMENT

2. To ensure that these are available in the right place at the right time to enable informed decision

SERVICE ASSET AND

CONFIGURATION MANAGEMENT

3. To plan, schedule, and control the build, test, and deployment of releases, and to deliver new functionality required by the business while protecting the integrity of existing services

RELEASE AND DEPLOYMENT MANAGEMENT

4. To provide overall planning for service transition and to coordinate the resources that they require

KNOWLEDGE MANAGEMENT

5. To ensure that assets required to deliver services are properly controlled, and accurate and reliable information about those assets is available when and where it is needed




Assignment 5: Service Operation Key Concepts

This assignment is intended to provide you with the key service operation concepts and terms and have you recognize and match them. Your tasks Task 1: Match the service operation concept or term in the left column with the definition in the right column.

INCIDENT 1. A problem with a documented

root cause and a workaround

PROBLEM

2. A repository of all known errors including all information relevant to minimizing the impact of resulting incidents

KNOWN ERROR 3. Any change of state that has

significance for the management of a configuration item or service

WORKAROUND 4. Local, Centralized, Virtual,

Follow-the-sun

KEDB

5. An unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a CI that has not yet impacted a service

EVENT 6. A generic term for the many

types of demands or requests made by users

ALERT

7. A temporary, predefined way of overcoming incidents caused by a problem before a full resolution is available

PRIORITY 8. The underlying cause of one or

more incidents

SERVICE REQUEST

9. A warning that threshold has been breached, something has changed, or a failure has occurred

SERVICE DESK TYPES 10. Impact and Urgency




Assignment 5: Service Operation Key Concepts (continued)

Task 2: Match the service operation process in the left column with the purpose in the right column.

INCIDENT MANAGEMENT

1. To provide the right for users to be able to use a service or group of services, executing policies and actions defined in information security management

PROBLEM MANAGEMENT

2. Prevent the occurrence of problems and resulting incidents Eliminate recurring incidents Minimize the adverse impact of unavoidable incidents

REQUEST FULLFILMENT

3. To manage events throughout their lifecycle by detecting events, making sense of them, and determining the appropriate control action

EVENT MANAGEMENT

4. To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that agreed levels of service quality and availability are maintained

ACCESS MANAGEMENT

5. Provide a channel for users to request and receive standard predefined and approved services




Assignment 6: Continual Service Improvement Key Concepts

This assignment is intended to provide you with the key continual service improvement concepts and terms and have you recognize and match them. Your tasks Task 1: Match the continual service improvement concept or term in the left column with the definition in the right column.

CSI REGISTER 1. Technology, process, services

DEMING CYCLE 2. Set of questions asked to build

a culture of improvement

CSI APPROACH 3. Plan, do, check, act

METRIC TYPES 4. A repository to record all the

improvement opportunities




Additional Study Options 1:

Processes and Functions Across the Lifecycle

The ITIL framework defines the service lifecycle. It is made up of a number of stages, each stage having its own purpose. A number of processes and functions have also been defined that provide the mechanisms to achieve the objectives of each of the lifecycle stages. Your task This assignment contains:

• A brief description of the objectives of each of the service lifecycle stages

• A brief overview of each of the processes and functions

You should think about each of the processes and functions, and decide which of the lifecycle stages has the strongest link and is most likely to “own” that process or function. For example, you may think that incident management has the strongest links with the service operation stage of the service lifecycle because it appears to be a day-to-day activity aimed at fixing faults.




Additional Study Options 1: Processes and Functions Across the Lifecycle (continued) SERVICE LIFECYCLE STAGES

SERVICE STRATEGY To define the perspective, position, plans and patterns that a service provider needs to be able to execute to meet an organization’s business outcomes

SERVICE DESIGN To design IT services together with the governing IT practices, processes and policies to realize the service provider’s strategy

SERVICE TRANSITION To ensure that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stages of the lifecycle

SERVICE OPERATION To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers

CONTINUAL SERVICE IMPROVEMENT To align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes




Additional Study Options 1: Processes and Functions Across the Lifecycle

(continued)

SERVICE MANAGEMENT PROCESSES FINANCIAL MANAGEMENT To secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organization

ACCESS MANAGEMENT To provide the right for users to be able to use a service or group of services, executing policies and actions defined in information security management

BUSINESS RELATIONSHIP MANAGEMENT To establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs

SERVICE LEVEL MANAGEMENT To ensure that all current and planned IT services are delivered to agreed achievable targets

RELEASE AND DEPLOYMENT MANAGEMENT To plan, schedule and control the build, test and deployment of releases and to deliver new functionality required by the business while protecting the integrity of existing services

IT SERVICE CONTINUITY MANAGEMENT To reduce risks to IT services to agreed acceptable levels and to plan and prepare for the recovery of IT services

AVAILABILITY MANAGEMENT To ensure that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost-effective and timely manner

EVENT MANAGEMENT To manage events throughout their lifecycle by detecting events, making sense of them and determining the appropriate control action

SERVICE CATALOG MANAGEMENT To provide and maintain a single source of consistent information on all operational services and those being prepared to be run operationally, and to ensure that it is widely available to those who are authorized to access it

KNOWLEDGE MANAGEMENT To share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions and to improve efficiency by reducing the need to rediscover knowledge




Additional Study Options 1: Processes and Functions Across the Lifecycle (continued) SERVICE MANAGEMENT PROCESSES (continued)

CHANGE MANAGEMENT To control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services

SERVICE ASSET AND CONFIGURATION MANAGEMENT To ensure that assets required to deliver services are properly controlled and accurate and reliable information about those assets is available when and where it is needed

INFORMATION SECURITY MANAGEMENT To align IT security with business security and ensure that the confidentiality, integrity and availability of the organization’s assets, information, data and IT services always matches the agreed needs of the business

INCIDENT MANAGEMENT To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that agreed levels of service quality and availability are maintained

PROBLEM MANAGEMENT To manage the lifecycle of all problems from first identification through further investigation, documentation and eventual removal

CAPACITY MANAGEMENT To ensure that the capacity of IT services and the IT infrastructure meets the agreed capacity- and performance-related requirements in a cost-effective and timely manner

REQUEST FULFILLMENT To manage the lifecycle of all service requests from users

PROCESS SUPPLIER MANAGEMENT To obtain value for money from suppliers and ensure all contracts with suppliers meet business needs

SERVICE PORTFOLIO MANAGEMENT To ensure that the service provider has the right mix of services to balance the investment in IT with the ability to meet business outcomes

DESIGN COORDINATION To ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service lifecycle

TRANSITION PLANNING AND SUPPORT To provide overall planning for service transitions and to coordinate the resources that they require

SEVEN-STEP IMPROVEMENT PROCESS To define and manage the steps needed to identify, define, gather, process, analyze, present and implement improvements




Additional Study Options 1: Processes and Functions Across the Lifecycle

(continued)

SERVICE MANAGEMENT FUNCTIONS

THE SERVICE DESK To be the single point of contact for IT users on a day-by-day basis and to handle all incidents and service requests

TECHNICAL MANAGEMENT To be the custodian of technical knowledge and expertise related to managing the IT infrastructure and to provide and manage the actual resources to support the IT Service Management Lifecycle

APPLICATION MANAGEMENT To be the custodian of expertise and provide the actual resources necessary to manage applications throughout the IT Service management Lifecycle

IT OPERATIONS MANAGEMENT Oversees the execution and monitoring of operational activities and events and to manage the physical environment including data centers, recovery sites and the associated power and cooling equipment




Additional Study Options 2: IT Service Management and Service Strategy

Task 1: In the table below, write the name of the missing term and provide an example of how it is used.

Definition Term Example of how it is used

A decision support and planning tool that projects the likely consequences of a business action

A workload profile of one or more business activities

Ties the IT service provider and the business customer together by defining common directions, policies and rules

Measure by the extent to which the service meets customer expectations

A possible event that could cause harm or loss

Task 2: Fill in the missing words. Value is created for a c_______ when a service has the right levels of both

w_______ and u________ .

U_______ is described as “fit for_______” and is achieved when a service

enhances the p_________ of the customer, or removes c_________.

W_______ is described as “fit for _______” and is achieved when a service

has the right levels of security, a______, continuity, and c________.




Additional Study Options 2: IT Service Management and Service Strategy (continued) Task 3: For each listed service asset, indicate whether it is a resource or capability. The first one has been completed for you. Also fill in the missing service asset.

Service Asset Resource or Capability

Applications Resource

Knowledge

Organization

Infrastructure

?

Management

Information

Financial capital

Processes

Task 4: An external internet service provider’s service catalog has the following services. Label each one as “core,” “enabling” or “enhancing.”

Service Core, Enabling or Enhancing

Additional 2 GB of online storage

24 x 7 telephone service desk

Router installation and set up

24 x 7 internet access

In ITIL terminology, what type of service provider is the one described above?

A. Type I

B. Type II

C. Type III




Additional Study Options 2: IT Service Management and Service Strategy

(continued)

Task 5: Which of the following are service strategy processes discussed at the Foundation level?

1. Availability management

2. Problem management

3. Capacity management

4. Financial management for IT services

5. Business relationship management

6. Service portfolio management

7. Change management

8. Service level management

9. Incident management

10. Release and deployment management Task 6: Where on this RACI matrix do you see a mistake or inconsistency?




Additional Study Options 2: IT Service Management and Service Strategy (continued) List three benefits of using a RACI matrix: A RACI matrix will help to:

1. _________________________________________________________

2. _________________________________________________________

3. _________________________________________________________




Additional Study Options 3: Service Design

Task 1: Supply the missing terms.

Definition Term

The ability of third-party suppliers to meet the terms of their contract regarding availability, reliability and maintainability

Documents the current levels of resource utilization and service performance and forecasts the future requirements for resource to support the proposed IT services based upon consideration of the business strategy and plans

A database or structured document with information about all live IT services, including those available for deployment

An analysis that answers the following questions:

• How much could the organization lose by a service disruption or disaster?

• How quickly would the losses mount up?

• How long before the business was unable to operate?

• When and how should services be recovered (based on a cost/benefit analysis)?

This type of SLA covers all the services received by a single customer group




Additional Study Options 3: Service Design (continued) Task 2: In the graphic below, what are the missing agreements?





(continued)

Task 3: Which of the following are service design processes discussed at the Foundation level?

1. Availability management

2. Event management




6. Design coordination


8. Information security management

9. Service catalog management



12. IT service continuity management

13. Supplier management Which service design process takes information from all the other processes? _____________________________________________________________




Additional Study Options 3: Service Design (continued) Task 4: How often should service review meetings take place?

A. When there has been a problem

B. Never

C. Regularly

D. Whenever the service owner decides List at least one agenda item for a service review meeting: _____________________________________________________________ _____________________________________________________________ Task 5: A service design package should be produced for:

1. A new service

2. A major upgrade to an existing service

3. _________________________________________________________





(continued)

Task 6: Fill in the graphic below with the five aspects of service design.




Additional Study Options 3: Service Design (continued) Task 7: What are the four Ps of service design? Write them in the table below. Associate each of the Ps you wrote with one of the phrases below (by drawing a line connecting the P to the phrase):

P Phrase

1.

Good IT Infrastructure tools and technology

2.

Relationships with manufacturers and suppliers

3.

Effectiveness and efficiency

4.

Having the right skills, appropriate training and the right service culture




Additional Study Options 4: Service Transition


Definition Term

A predefined way to deal with a particular type of change

A preauthorized change that is low risk, relatively common, and follows a procedure or work instruction

A formal communication seeking an alteration to one or more configuration items

An asset, service component, or other item which is, or will be, under the control of configuration management

A set of tools and databases used to manage all of the IT service provider’s configuration data

Configuration of a service, product, or infrastructure that has been formally reviewed and agreed

Having the application and contextual awareness to provide a strong common-sense judgment

Which tool is described as giving “controlled access to knowledge, information, and data that is appropriate for each audience”?

A body that exists to support the authorization of changes and to assist change management in the assessment, prioritization, and scheduling of changes




Additional Study Options 4: Service Transition (continued) Task 2: What are three options for recovering a service in the event of a failed change or release?

1. _________________________________________________________

2. _________________________________________________________

3. _________________________________________________________ After remediation, what else should happen? _____________________________________________________________





(continued)

Task 3: Which of the following are service transition processes discussed at the Foundation level?

1. Release and deployment management


3. Event management

4. Transition planning and support






10. Service asset and configuration management

11. Knowledge management

12. Supplier management Which service transition processes have an influence across the lifecycle? _____________________________________________________________ _____________________________________________________________ _____________________________________________________________




Additional Study Options 4: Service Transition (continued) Task 4: Fill in the graphic below with the four phases of release and deployment management.

List at least one thing that would happen at a post implementation review: _____________________________________________________________ _____________________________________________________________





(continued)

Task 5: As part of which process within service transition is the definitive media library (DML) described?

_____________________________________________________________ How do we track what is in the DML?

_____________________________________________________________ Which of these items are not stored in the DML?

A. Copies of definitive software

B. Definitive spares

C. Copies of licenses

D. Copies of controlled documents

Task 6: For each service change in the table below, list its type.

Service change Type of change

A pre-authorized change that is low risk, relatively common, and follows a procedure or work instruction

A change that must be implemented as soon as possible

A service change that is not one of the other types




Additional Study Options 4: Service Transition (continued) Task 7: Complete this knowledge management graphic by putting the correct labels in the empty boxes.




Additional Study Options 5: Service Operation Processes


Definition Term

A temporary, predefined way of overcoming incidents caused by a problem before a full resolution is available

The groups, departments, and teams that provide technical expertise and management of the IT infrastructure

A standard, predefined way of dealing with types of problems

A single point of contact for users on a day-to-day basis

The management of the physical environment including data centers, recovery sites, and the associated power and cooling equipment

A change of state that has significance for the management of an IT service or other configuration item

A problem with a documented root cause and a workaround

An unplanned interruption to an IT service or reduction in the quality of an IT service, or a failure of a CI that has not yet impacted a service

The groups, departments, and teams that are involved in managing and supporting operational applications

To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers

A warning that threshold has been breached, something has changed, or a failure has occurred




Additional Study Options 5: Service Operation Processes (continued) Task 2: Put the actitivies in the table below in order, numbering them 1 to 9. In addition, supply the missing activity.

Activity Sequence number (1–9)

Initial diagnosis

Categorize

?

Escalate

Log

Investigate and diagnose

Identify

Prioritize

Resolve and recover

What process have we just described? _____________________________________________________________ Name at least two actions to take when an incident is closed. _____________________________________________________________

_____________________________________________________________




Additional Study Options 5: Service Operation Processes

(continued) Task 3: In the table below, categorize the events as informational (I), warning (W), or exception (E).

Event Category

An authorized user logs on to an available application

A network segment fails

A user inputs an incorrect password for the first time

Unlicensed software is detected

An air-conditioning unit in the data center stops working

A back-up process finishes successfully and on time

A user inputs an incorrect password for the third time and the account is locked

A database reaches a threshold of 60% full— performance will degrade at 70% full

The same database reaches 70% full

Task 4: List at least two ways that problem management can be proactive. _____________________________________________________________ _____________________________________________________________

_____________________________________________________________




Additional Study Options 5: Service Operation Processes (continued)

Task 5: Complete the table below, indicating whether each item is an incident, service request, or change.

Description Type

A user reports his monitor is not functioning correctly

A user reports that she has forgotten her password

Event management has reported that one of a clustered pair of servers has stopped functioning

A user has accidentally deleted a file and would like it restored

A user requires a new toner cartridge for a printer

A request is received for a new field to be added to an application’s database

An authorized user reports they are unable to log into an available system

A user wishes to complain about an IT service




Additional Study Options 6:

Service Operation Functions Task 1: Match the functions with the applicable activities by writing the number of each activity from the list below in the table. Note that there may be more than one activity per function, and each activity may be applicable to more than one function.

Function Activities

Service desk

Technical management

Application management

IT operations management

Activities

1. Maintain recovery sites

2. Provide resources to design, build, transition, and operate technology throughout the service lifecycle

3. Custodian of expertise

4. Close incidents and service requests

5. Oversee the execution and monitoring of operational activities and events

6. Back up and restore

7. Provide guidance to IT operations

8. Management of outsourced facilities management contracts

9. Log all incidents and service requests




Additional Study Options 6: Service Operation Functions (continued)

Task 2: In the graphic below, indicate the types of service desks depicted (local, centralized, and virtual):




Additional Study Options 7: Continual Service Improvement


Definition Term

An initial data point from where it can be determined if a service or process needs improvement

Something that must happen if a process, project, plan, or IT service is to succeed

These are component- and application-based metrics such as application performance and server availability

Should be kept to record all the improvement opportunities and should be regarded as part of the service knowledge management system (SKMS)

Used to measure the achievement of a CSF— can be qualitative or quantitative Task 2: In the table below, provide the missing action and then number the actions according to the diagram on the right.




Additional Study Options 7: Continual Service Improvement (continued) Task 3: List the process metrics that should be measured:

• Q_____________

• P_____________

• V_____________

• C_____________ Task 4: Identify the boxes in the graphic below of the Deming Cycle.

1 = 2 = 3 = 4 =




Additional Study Options 7: Continual Service Improvement

(continued)

Task 5: List three attributes that should be recorded in the CSI register: 1.____________________________________________________________ 2.____________________________________________________________ 3.____________________________________________________________ Who should be accountable and responsible for the CSI register? _____________________________________________________________ Task 6: Which stages of the service lifecycle would benefit from the use of tools, technology, and automation?

A. Only service operation because that is where technology and tools are actually used

B. All service lifecycle stages except service strategy because service strategy just makes the decision about which tool to use

C. All service lifecycle stages

D. Only service transition and service operation because the tools and technology must be tested before being used