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23 Cards in this Set
- Front
- Back
What is Transition Planning and Support? |
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What is the purpose of Transition of Planning and Support? |
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What are the objectives of Transition Planning and Support? |
■ Plan and coordinate the resources for the transition. ■ Coordinate all of the various sources for the transitional activity. .■ Monitor and improve the process of transition planning and support and the servicetransition lifecycle stage. ■ Ensure that repeatable processes are adopted by all engaged in the transition. ■ Provide clear and comprehensive plans for the transition. ■ Identify and manage risks, in accordance with the risk management frameworkadopted by the organization. |
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What is the scope of Transition Planning and Support. |
■ Providing guidance for each new service or major change through the transitionprocesses. ■ Prioritizing the resources required for transition may be required because conflictsover usage may occur. ■ The maintenance of the policies and standards that are to be applied throughout thetransition. ■ Planning for future transition requirements in terms of budget and resources. |
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Why is it important to show that you have control of your assets? |
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What is the purpose of Service Asset and Configuration Management (SACM)? |
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What are the objectives of the SACM Process? |
■ Ensure the assets that are under the control of the IT department are properlymanaged as well as managed throughout their lifecycles. ■ Capture information about the services you provide that support your business, as well as reporting and auditing that data. ■ Manage the integrity of the confi guration items (CIs) that make up the services by implementing change management to ensure that only authorized items as well as changes are used in the infrastructure. |
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What is the scope of the SACM Process? |
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What are CIs? |
Configuration Items (CIs)
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How do capture all the information about your CIs, assets, and configuration? |
by creating the Configuration Management System (CMS).
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What is a Service Asset? |
Any resource or capability that could contribute to the delivery of a service.Examples include a virtual server, a physical server, and the knowledge in the support teamto fix the server. |
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What is a Configuration Item? |
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What is a Configuration Record? |
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What is the SKMS |
Service Knowledge Management System
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What is Knowledge Management? |
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What is the Purpose of Knowledge Management? |
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What are the Objectives of Knowledge Management? |
■ Improve the quality of decision making throughout the service lifecycle. ■ Enable efficiency in the service provider and customer by encouraging the reuse ofinformation. ■Establish a clear and common understanding of the value of theservices by communicating with your user base and make improvements in the value of those services |
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What is the Scope of Knowledge Management? |
■To have the ability to communicate, share,and deliver knowledge, information, and experience is important for service managementsuccess. ■ Ensure that you share appropriate informationwith your customers and users, in an accessible format. |
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What does the SKMS allow you to do? |
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What is the role of Release and Deployment Management? |
Ensure the successfulintroduction of changes into the live environment, minimizing the unpredictedimpact to the business. |
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What is the Purpose of the Release and Deployment Management Process? |
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What are the objective of the Release and Deployment Management process? |
■ Define and agree on deployment plans with the stakeholders of the release. ■ Create and test release packages and ensure compatibility between components and CIs. ■ Maintain the integrity of a software release package throughout the release. ■ Manage the release package effectively, ensuring it can be tracked, installed, tested,and verified. |
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What are the 4 phases of Release and Deployment? |
1. Release and Deployment Planning 2. Release Build and Test Deployment 3. Deployment 4. Review and Close |