Professional Documents
Culture Documents
By.
Mohamed Mahran, PMP, ITIL v.3 Expert Email: Muhamed.Mahran@gmail.com Linked In: http://sa.linkedin.com/in/mohamedmahran Twitter:@MuhamedMahran
Introduction
Course Overview
Introductions Review of IT Service Management (ITSM) and IT Infrastructure Library (ITIL) ITIL v3:
Service Lifecycle:
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
Introduction
Course Design
Coverage of the Service Lifecycle strategy within ITIL v3
Lecture Simulation/Case Study Practice Exams Foundations Certification Exam (Optional)
Introduction
Introductions
Please Introduce Yourself
Where do you work? What is your title and key responsibilities? IT experience? Service Management experience? Expectations for the course?
Introduction
ITIL Review
Conceived in the mid 1980s
CCTA (Central Computer and Telecommunications Agency)
OGC (Office of Government Commerce)
Evolution
30 + titles in v1 7 (9) titles in v2 5 titles in v3
Standard for Service Management Best practice across many industries itSMF
Introduction
Introduction
Introduction
Complimentary Guidance
Commonly known frameworks and standards that have synergy with ITIL:
COBIT ISO/IEC 20000 ISO/IEC 15504 ISO/IEC 19770:2006 Management of Risk
Project management CMMI Six Sigma Other ITSM publications ITIL Live The Official Introduction to the ITIL Service Lifecycle
Introduction
Qualification Scheme
* working title
Introduction
Partner with The APM Group Limited (APMG) who won the rights to administer ITIL accreditation, certification and examination needs for the OGC.
Introduction
Lifecycle
ITIL v3
Overview of ITIL Key Concepts
Lifecycle
Lifecycle
Lifecycle
Lifecycle
Value Creation
Prospects Competitors Regulators Suppliers Influence Create value
Management
Organization
Business unit
Capabilities
Processes
Demand
People
Asset types
Information
Applications
Infrastructure
Financial capital
Lifecycle
Design
Planning and architecting services that fall within the businesss strategy
Transition
Moving planned business initiatives to live status Retiring old services no longer of value to the business Improving services to keep the business at or above required competitive levels
Operation
Managing the services currently utilized by the business
Lifecycle
Benefits of ITIL
Best Practices Lifecycle Approach Better Integration
Business Services IT Services IT Functions
Lifecycle
Organizational Context
RACI Model: Responsible
What needs to be done and by whom
Accountable
Who are the owners of the results?
Consult
Who has ability to assist, guide?
Inform
Who needs/desires to know?
Lifecycle
Governance
Enterprise Governance
Accountability Assurance
Lifecycle
Service Measurement
Service Catalog Management Service Level Management Capacity Management Availability Management Service Continuity Management
Service Reporting
Information Security Management Supplier Management Change Management Service Asset and Configuration Management Knowledge Management Release and Deployment Management
Service Improvement
Lifecycle
Service Transition
Service Design
Service Strategy
Service Operation
Lifecycle
Process Model
Triggers
Process Control
Process Policy Process Owner Process Documentation Process Objectives Process Feedback
Process
Process Metric
Process Activities Process Inputs Process Procedures Process Roles Process Improvements Process Outputs Including process reports and reviews
Process Resources
Process Capabilities
Lifecycle
Processes
Lifecycle Service Design Service Catalog Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Supplier Management Information Security Management
Service Strategy Financial Management Service Portfolio Management Service Operation Incident Management Problem Management Request Fulfillment Event Management Access Management Service Transition Asset and Configuration Management Change Management Knowledge Management Transition Planning and Support Release and Deployment Management Validation and Testing Evaluation
Lifecycle
Review Questions
Lifecycle
Lifecycle
1. Which of the following statements is CORRECT for ALL processes? a) They define activities, roles, responsibilities, functions and metrics b) They create value for stakeholders c) They are carried out by a Service Provider in support of a Customer d) They are units of organisations responsible for specific outcomes
Answer: B
Lifecycle
2. The ITIL core is structured around? a) An Operations Lifecycle b) An IT Management Lifecycle c) A Service Lifecycle d) An Infrastructure Lifecycle
Answer: C
Lifecycle
3. Functions are BEST described as? a) A body of knowledge b) Closed loop systems c) Self-Contained units of organizations d) Projects focusing on transformation
Answer: C
Lifecycle
Lifecycle
5. Which of the following statements is always CORRECT about 'good practice'? a) It must be adopted by all organisations b) It is something that is in wide industry use c) It is documented in international standards d) It is based on ITIL
Answer: B
Lifecycle
6. A Process Owner is responsible for which of the following? a) Purchasing tools to support the process b) Ensuring that targets specified in a Service Level Agreement (SLA) are met c) Carrying out activities defined in the process d) Monitoring and improving the process
Answer: D
Lifecycle
7. What is the RACI model used for? a) Documenting the roles and relationships of stakeholders in a process or activity b) Defining requirements for a new service or process c) Analysing the business impact of an incident d) Creating a balanced scorecard showing the overall status of Service Management
Answer: A
Lifecycle
a) b) c) d)
Lifecycle
a) b) c) d)
1, 2 and 3 only 1, 2 and 4 only All of the above None of the above
Answer: A
Lifecycle
10. Which of the following is NOT one of the ITIL core publications? a) Service Optimisation b) Service Transition c) Service Design d) Service Strategy
Answer: A
Service Strategy
Service Strategy
Starting point Explore business needs, plans Map IT strategies to business Focus on Service as value to business Source appropriately
Everything in strategy is very simple, but that does not mean that everything is very easy. Carl von Clausewitz1
Service Strategy
Starting point Explore business needs, plans Map IT strategies to business Focus on Service as value to business Source appropriately
Service Strategy
Service Strategy
Utility
Functionality of a service It does what it was designed to do
Open-Loop System
Perform activity regardless of environment conditions, i.e. Backup scheduled
Closed-Loop System
Monitor environment and respond to changes, i.e. load balancing
Trigger
Event that launches a process, i.e. a call to the Service Desk begins Incident Management activities
Service Strategy
OR
Constraints removed?
AND
Available enough? Capacity enough? Fit for use? T/F
Value-created
AND
Continuous enough? Secure enough? WARRANTY T/F T: True F: False
Service Strategy
Business Case
Business case structure
A. Introduction Presents the business objectives addressed by the service
Service Strategy
Service Models
Market Space Service Portfolio Determine/Influence
Customer Portfolio
Contract Portfolio
Customer Assets
Service Assets
Service Models
Service Operation
Service Strategy
Service Strategy
Delivery Models
Insourcing Outsourcing Co-sourcing Partnership or multi-sourcing Business Process Outsourcing (BPO) Application Service Provision (ASP) Knowledge Process Outsourcing (KPO)
Service Strategy
Service Strategy
Service Strategy
Financial Management
Service Valuation
ROI (and VOI)
Service Strategy
Customer
Commonality of Interests and Benefits
Service Provider
Service Strategy
Service Strategy
Business Activity
Value to Business
Technology Resources
Value to IT
Crown copyright 2007. Reproduced under license from OGC
Service Strategy
Define
Analyse
Approve
Charter
Service Strategy
Service Portfolio
Service Portfolio
Area of circle is proportional to resources currently engaged in the lifecycle phase (Service Portfolio and Financial Management)
Third-party catalog
Service designs
Service transition
Service operation
Retired services
Customers
Resources engaged
Resources released
Service Strategy
Demand Management
Demand pattern
Service Process
Service Strategy
Review Questions
Service Strategy
Service Strategy
1. Which of the following questions is NOT answered by information in the Service Portfolio? a) How should our resources and capabilities be allocated? b) What opportunities are there in the market? c) Why should a customer buy these services? d) What are the pricing or chargeback models?
Answer: B
Service Strategy
2. In which core publication can you find detailed descriptions of Service Portfolio Management, Demand Management and Financial Management? a) Service Operations b) Service Strategy c) Service Transition d) Continual Service Improvement
Answer: B
Service Strategy
3. How does an organisation use Resources and Capabilities in creating value? a) They are used to create value in the form of output for production management b) They are used to create value in the form of goods and services c) They are used to create value to the IT organisation for Service Support d) They are used to create value to the IT organisation for Service Delivery
Answer: B
Service Strategy
4. "Warranty of a service" means? a) The service is fit for purpose b) There will be no failures in applications and infrastructure associated with the service c) All service-related problems are fixed free of charge for a certain period of time d) Customers are assured of certain levels of availability, capacity, continuity and security
Answer: D
Service Strategy
5. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? a) Insourcing relies on internal resources; outsourcing relies on external organisation(s) resources b) Insourcing relies on external organisation(s) resources; outsourcing relies on internal resources c) Insourcing relies on co-sourcing; outsourcing relies on partnerships d) Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning
Answer: A
Service Strategy
6. Which of the following statements is CORRECT about patterns of demand generated by the customer's business? a) They are driven by patterns of business activity b) It is impossible to predict how they behave c) It is impossible to influence demand patterns d) They are driven by the delivery schedule generated by Capacity Management
Answer: A
Service Strategy
7. There are 7 different sourcing strategies that a company can use. What is the newest form of outsourcing? a) Knowledge Process Outsourcing b) Partnership or multi-sourcing c) Business Process Outsourcing (BPO) d) Application Service Provision
Answer: A
Service Strategy
8. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy b) Service Strategy and Continual Service Improvement c) Service Strategy, Service Transition and Service Operation d) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
Answer: A
Service Design
Service Design
Desire to achieve: Appropriate and innovative IT services To meet current and future agreed business requirements.
Service Design
Service Design
Service Design
Ends with appropriately developed solution Control then handed to Service Transition and Service Operation
Service Design
IT Service Requirement
IT Service
IT Service Lifecycle
Service Design
Design Management
Functionality
Service Design
Service Design
Service Pipeline
Customer/support team viewable section of the Service Portfolio (the Service Catalog, with selected fields viewable)
Service Design
Enterprise Architecture
Service Architecture
Application Architecture
Information/Data Architecture
Environmental Architecture
IT Infrastructure Architecture
Management Architecture
Product Architecture
Service Design
Design of Processes
Triggers
Process Control
Process Policy Process Owner Process Documentation Process Objectives Process Feedback
Process
Process Metric
Process Activities Process Inputs Process Procedures Process Roles Process Improvements Process Outputs Including process reports and reviews
Process Resources
Process Capabilities
Service Design
Develop monitoring and data collection procedures Develop and communicate monitoring and data collection plan
Service Design
Design Constraints
Pricing constraints
Warranty
Resource constraints
Standards and regulations
Other constraints
Utility
Service Design
Service Design
Service Design
Service Design
Description Value proposition Business cases Priorities Risks Offerings and packages Cost and pricing
Services Supported products Policies Ordering and request procedures Support terms and conditions Entry points and escalations Pricing and chargeback
Service Design
Service Catalog
Business Process 1
Business Process 2
Business Process 3
Service A
Service B
Service C
Service D
Service E
Support Services
Hardware
Software
Applications
Data
Service Design
Service Design
Service Design
Service Design
Availability Management
Produce Availability Plan Provide Guidance on Availability Issues Ensure Availability Targets Assist on Availability Incidents and Problems Assess Change Plans Proactive Improvements of Availability
Service Design
Availability Plan
Risk assessment & management Proactive activities Implement costjustifiable counter measures
Review all new & changed services & test all availability & resilience mechanisms
Service Design
Service Design
Service Design
Capacity Management
Business Capacity Management Service Capacity Management Component Capacity Management Threshold Management Capacity Management Information System
Service Design
Service Design
Forecasts
Capacity plan
Service Design
Service Design
ITSCM Lifecycle
Lifecycle Business Continuity Management (BCM) Initiation
Key activities
Policy setting Scope Initiate a project
Implementation
Develop IT Service Continuity plans Develop IT plans, recovery plans and procedures Organization planning Testing strategy Education, awareness and training Review and audit Testing Change Management
Invocation
On-going operation
Service Design
Service Design
IMPLEMENT Create awareness Classification and registration Personnel security Physical security Networks, applications, computers Management of access rights Security incident procedures
Service Design
Service Design
Supplier Management
Supplier Policy Obtain Value from Suppliers Ensure Supplier Contracts are Business-aligned Manage Supplier Relationships and Performance Negotiate Supplier Contracts and Manage them through their lifecycle Supplier and Contract Database (SCD)
Service Design
Service
Service
Supplier 6
Supplier 5 Supplier 4 Supplier 3 Supplier 2 Supplier 1 Sub-contracted Supplier 2
Sub-contracted Supplier 1
Service Design
Supplier & contract management & performance Supplier & Contract Database Supplier reports SCD and information
Service Design
Review Questions
Service Design
Service Design
1. A benefit of using Service Design tools is? a) To help ensure that standards and conventions are followed b) To help ensure that Events are detected as quickly as possible c) To help enable different applications to work together d) To help implement architectures that support the business strategy
Answer: A
Service Design
2. The Information Security Policy should be available to which groups of people? a) Senior Business Managers and all IT staff b) Senior Business Managers, IT Executives and the Security Manager c) All Customers, Users and IT staff d) Information Security Management staff only
Answer: C
Service Design
3. Which of the following is the CORRECT description of the Four Ps of Service Design? a) A four step process for the design of effective service management b) A definition of the people and products required for successful design c) A set of questions that should be asked when reviewing design specifications d) The four major areas that need to be considered in the design of effective service management
Answer: D
Service Design
4. A Customer Service Catalogue should contain which? a) The version information of all software b) The organisational structure of the company c) Asset information d) Details of all operational services
Answer: D
Service Design
a) b) c) d)
The design of functions The design of Service Level Agreements (SLAs) The design of applications The design of measurement systems, methods and metrics
Answer: D
Service Design
6. Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management b) Service Level Management c) Service Portfolio Management d) Contract Management
Answer: B
Service Design
7. The main objective of Availability Management is? a) To monitor and report availability of services and components b) To ensure that all targets in Service Level Agreements (SLAs) are met c) To guarantee availability levels for services and components d) To ensure that service availability matches or exceeds the agreed needs of the business
Answer: D
Service Design
8. Defining the functional requirements for a new service is part of: a) Service Operation: Application Management b) Service Strategy: Service Portfolio Management c) Service Design: Design the technology architecture d) Service Design: Design the service solutions
Answer: D
Service Design
9. Which is the CORRECT sequence of events in choosing a technology tool? a) Select; Requirements; Selection Criteria; Evaluate b) Selection Criteria; Requirements; Evaluate; Select c) Requirements; Selection Criteria; Select; Evaluate d) Requirements; Selection Criteria; Evaluate; Select
Answer: D
Service Design
10. The Service Level Manager has responsibility for ensuring that the aims of Service Level Management are met. The Service Level Manager is NOT responsible for? a) Negotiating and agreeing Operational Level Agreements b) Ensuring that all non-operational services are recorded within the Service Catalogue c) Negotiating and agreeing Service Level Agreements d) Assisting with the production and maintenance of an accurate Service Catalogue
Answer: B
Service Transition
Service Transition
Manage Change and Risk Integrated with Business Change
Service Transition
Service Transition
Service Transition
Service V-Model
Level 1
Define Customer/ Business Requirements
1a
Level 2
Define Service Requirements Service Acceptance Criteria/Plan Service Acceptance Test
1b
2a Level 3
Design Service Solution
Service Operational Criteria/Plan
2b
Service Operational Readiness Test
3a Level 4
Design Service Release
3b
Service Release Package Test
4a Level 5
Levels of configuration and testing Develop Service Solution
4b
Component and Assembly Test Service Component Build and Test Internal and External Suppliers
5a
5b
Deliveries from internal and external suppliers
BL
Baseline point
Service Transition
Service Transition
Service Transition
Change Management
Focus on changes to assets and CIs across the whole lifecycle Change Activities:
Planning and Controlling Changes Change and Release Scheduling Communications Change Decisions and Authorizations Measurement and Reporting
Service Transition
Change Scope
Business Strategic change Manage the business Service Provider Manage IT services Supplier Manage the suppliers business
Tactical change
Service portfolio
Operational change
Service c operations
External operations
Service Transition
Service Transition
Normal Change
Create RFC
Major Changes
Assess and evaluate Update CMS Ready for decision Authorize change proposal Change authority authorized Plan updates Change Management scheduled Work orders Authorize change
Work orders
Service Transition
Service Transition
Service Transition
Asset Management
Manages/Details:
Inventory of Assets Owner/Responsible party for Asset Lifecycle steps from Acquisition to Disposal Financial Information
Service Transition
Service Transition
CMDB
Service Transition
Knowledge Management
Service Knowledge Management System (SKMS) Right information to the right people at the right time.
Service Transition
Knowledge Sharing
Service Knowledge Management System (SKMS)
Decisions
Service Transition
Service Transition
Service Transition
Service Transition
Testing
Is the change going to achieve its intended results (Utility)? Is the change going to work without adverse affects (Warranty)?
Service Transition
Evaluation
Determines a means of answering these two questions:
What was the expected result? Did the change succeed?
Service Transition
Review Questions
Service Transition
Service Transition
1. The objective of Service Asset and Configuration Management is most accurately described as? a) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximise their contribution to service levels b) To manage service assets and CIs from an operational perspective c) To ensure that assets and CIs deliver the business outcomes they were designed to achieve d) To define and control the components of services and infrastructure and maintain accurate configuration records
Answer: D
Service Transition
2. The objective of the Change Management process is most accurately described as? a) Ensuring that all Changes are recorded, managed, tested and implemented in a controlled manner b) Ensuring that Changes to IT infrastructure are managed efficiently and effectively c) Ensuring that all Changes have appropriate back-out plans in the event of failure d) Protecting services by not allowing Changes to be made
Answer: A
Service Transition
a) b) c) d)
Service Transition
4. Which of the following would NOT be stored in the Definitive Media Library (DML)? a) Master copies of software b) Backups of application data c) Software licenses d) Master copies of controlled documentation
Answer: B
Service Transition
5. Which of the following are aims of the Release and Deployment Management process?
1. To ensure there are clear release and deployment plans 2. To ensure that skills and knowledge are transferred to operations and support staff 3. To ensure there is minimal unpredicted impact on production services, operations and support 4. To provide cost justifiable IT capacity that is matched to the needs of the business
a) b) c) d)
Service Transition
6. What does the Service V model represent? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective utilization of resources c) Levels of testing required to deliver a Service Capability d) The business perspective as perceived by the customer and the user of services
Answer: C
Service Transition
7. What is the role of the Emergency Change Advisory Board (ECAB)? a) To assist the Change Manager in ensuring that no urgent Changes are made during particularly volatile business periods b) To assist the Change Manager in implementing Emergency Changes c) To assist the Change Manager in evaluating Emergency Changes and to decide whether the Change should be approved d) To assist the Change Manager in speeding up the Emergency Change Process so that no unacceptable delays occur
Answer: C
Service Transition
8. Which of these is NOT a type of change? a) Standard Change b) Normal Change c) Urgent Change d) Emergency Change
Answer: C
Service Transition
9. The goal of Service Asset and Configuration Management is to? a) Account for all the financial assets of the organisation b) Provide a logical model of the IT Infrastructure, correlating IT services and different IT components needed to deliver the services c) Build service models to justify ITIL implementations d) Implement ITIL across the organisation
Answer: B
Service Transition
a) b) c) d)
Incident Management Release and Deployment Management Service Asset and Configuration Management Service Catalogue Management
Answer: B
Service Operation
Service Operation
Manage day-to-day IT activities Add value as seen by customer
Service Operation
Service Operation
Service Operation
Service Operations
An interesting daily dichotomy
Services vs. Components (External vs. Internal)
Manage the customer desires and needs (external) while working with an ever changing IT architecture (internal).
Service Operation
Service Operation
Service Operation
Service Operation
Extremely Reactive
Extremely Proactive
Service Operation
Service Operation
Service Operation
Incident Management
Restore Service as Soon as Possible Standard Incident Model
Assist in speedy Incident Management
Service Operation
Yes
Incident Closure
End
Service Operation
Problem Management
Eliminate Problems and Incidents in the IT Infrastructure
Minimize impact of incidents that cannot be prevented
Service Operation
Prioritization
CMS
Workaround?
Change Management
Closure
Major Problem?
End
Service Operation
Event Management
Scope focused on specific events vs. general monitoring
Early Detection Preventative
Service Operation
Request Fulfillment
Handles non-incident requests:
Service Requests RFCs (Standard Changes)
Service Operation
Access Management
Access Rights
Verification of legitimacy of requests Monitoring Identity Status Logging and Tracking Access Granting/Removing/Restricting
Privileges predetermined (Availability and Security)
Service Operation
Operational Functions
IT Operations Service Desk Application Management
Financial Apps HR Apps Business Apps
Technical Management
Mainframe Server Storage Network Desktop Database Middleware Directory Services Internet/Web
Service Operation
Service Desk
Single Point of Contact for User Community Manages Incidents and Service Requests
First level of support Escalates as agreed Keeps users informed Closes
Service Operation
Service Operation
User
User
User
User
Service Desk
Technical Management
Application Management
IT Operations Management
Request Fulfilment
Service Operation
Customer Site 1
Customer Site 2
Customer Site 3
Service Desk
Technical Management
Application Management
IT Operations Management
Request Fulfilment
Service Operation
Service Operation
Percentage of user updates as agreed by SLA Average time to review and close a resolved call Average number of calls per day and per week
Service Operation
Technical Management
Custodian of Technical Knowledge and Expertise Provides the Resources to Support the ITSM Lifecycle
Service Operation
Application Management
Assists in application sizing and workload forecasts Assists in identifying ongoing operational costs of applications Assists in determining support skills required Assists in determining costs of customization Assists in determining to build or buy Assists in data access requirements
Service Operation
Optimize
Design
Operate
Build
Deploy
Service Operation
IT Operations Management
Operations Control
Console Management Job Scheduling Back-up and Restore Print and Output Management Maintenance Activities
Facilities Management
IT Environment
i.e. Data Center
Service Operation
Review Questions
Service Operation
Service Operation
1. Which of the following statements about the Service Desk are CORRECT?
1. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. The Service Desk is always the owner of the Incident Management process
a) b) c) d)
Service Operation
2. Application Management is NOT responsible for? a) Documenting and maintaining the technical skills required to manage and support applications b) Managing applications through their lifecycle c) Assisting in the decision to build or buy new software d) Developing functionality required by the business
Answer: D
Service Operation
3. Which of the following BEST describes a Workaround? a) A technician uses a pre-defined technique to restore service as this Incident has been seen before b) A technician tries several approaches to solve an Incident. One of them works, although he does not know why c) After reporting the Incident to the Service Desk, the user works on alternative tasks while the problem is identified and resolved d) A device works intermittently, thus allowing the user to continue working at degraded levels of performance while the technician resolves the problem
Answer: A
Service Operation
Which of the above statements is CORRECT? a) All of the above b) 1 and 4 only c) 2 and 3 only d) None of the above
Answer: A
Service Operation
5. What is the best definition of an Incident Model? a) The template used to define the Incident logging form used to report Incidents b) A type of Incident involving a standard (or model) type of Configuration Item (CI) c) A set of pre-defined steps to be followed when dealing with a known type of Incident d) An Incident that is easy to solve
Answer: C
Service Operation
a) b) c) d)
Service Operation
a) b) c) d)
Service Operation
8. Facilities Management refers to? a) The Management of IT services that are viewed as "utilities" such as printers or network access b) The Management of an outsourcing contract c) The Management of the physical IT environment such as a Data Centre d) The procurement and maintenance of tools that are used by IT Operations staff to maintain the infrastructure
Answer: C
Service Operation
9. Which of the following is the most appropriate approach to carrying out Service Operations? a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure b) Service Operations should maintain a balance between an internal IT view and an external business view c) The external business view is most important as Service Operations is the place where value is realised and the customer obtains the benefit of the services d) IT Operations does not take an internal or external view as they execute processes defined by Service Design
Answer: B
Service Operation
10. What is the purpose of the Request Fulfilment Process? a) Dealing with Service Requests from the users b) Making sure all requests within an IT organisation are fulfilled c) Ensuring fulfilment of Change Requests d) Making sure the Service Level Agreement (SLA) is met
Answer: A
ACT
PLAN
Business IT Alignment
CHECK
DO
Time Scale
Analyzing Data
Processing Data
Gathering Data
CSI Model
What is the vision? Business vision, mission, goals and objectives
Baseline assessments
Measurable targets
6. Present and use the information, assessment summary, action plans, etc.
5. Analyze the data Relations? Trends? According to plan? Targets met? Corrective action?
Role of Measurements
To Validate
Measurement Framework
To Direct
To Justify
To Intervene
Goals
Objectives
CSF
KPI
Metrics
Measurements
Review Questions
Continual Service Improvement
1. Learning and Improvement is the PRIMARY concern of which of the following phases of the Service Lifecycle? a) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement b) Service Strategy, Service Transition and Service Operation c) Service Operation and Continual Service Improvement d) Continual Service Improvement
Answer: D
2. "If something cannot be measured, it should not be documented" is a principle that applies to which of the following? a) The Glossary of Terms b) A Service Level Agreement (SLA) c) An Incident Management record d) A Configuration Item (CI)
Answer: B
3. Which is the first activity of the Continual Service Improvement (CSI) model? a) Assess the current business situation b) Understand the vision of the business c) Agree on priorities for improvement d) Create and verify a plan
Answer: B
4. Which of the following benefits would be LEAST useful in supporting a business case for service improvement? a) Reduced technology investment by 20% due to more accurate capacity and performance modeling processes b) Reduced support manpower demand by 30% due to automated incident and problem management processes c) Reduced level of customer complaints due to more effective Service Level Management d) Reduced Problem resolution time by half due to improved knowledge management
Answer: C
5. The 7 Step Improvement Process can most accurately be described as? a) The Seven P's of Continual Service Improvement (CSI) b) A service improvement methodology based on the Deming Cycle c) A set of roles and responsibilities for managing service improvements d) A process for defining what is to be measured, gathering the data, processing the data and using it to take corrective action
Answer: D
6. Which of the following roles is responsible for identifying opportunities for improvement?
1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner
a) b) c) d)
a) b) c) d)
8. What is the main reason for establishing a Baseline? a) To standardise operation b) For knowing the cost of services provided c) For roles and responsibility to be clear d) For later comparison
Answer: D
Which of the above statements is CORRECT? a) 1 and 2 only b) 2 only c) 1, 2 and 3 only d) All of the above
Answer: D
10. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)?
1. 2. 3. 4. 5. Process Metrics Supplier Metrics Service Metrics Technology Metrics Business Metrics
a) b) c) d)
11. The four stages of the Deming Cycle are? a) Plan, Measure, Monitor, Report b) Plan, Check, Re-Act, Implement c) Plan, Do, Act, Audit d) Plan, Do, Check, Act
Answer: D