ITSM Questions

1. Define ITSM
A set of specialized organizational capabilities, for providing value to customers in the form of Services.

2. Define Service
Service means of delivering value to Customers by facilitating outcomes customers want to achieve
without the ownership of specific costs or risks.

3. Define Process
Process can be defined as a structured set of coordinated activities designed to deliver result & give value
to the clients.

4. Define Function
Function is a report logical grouping of roles, automated action that perform a defined process or
activities.

5. Define Risk
Risk is defined as a uncertainty of outcome whether positive opportunity & negative threats.

6. 4P’s of ITSM
 Partners/Suppliers Perspective
 People Perspective
 Products/Technology Perspective
 Process Perspective

7. 4P’s of Strategy
 Perspective
 Position
 Plan
 Pattern

8. 4P’s of Design
 People
 Process
 Products
 Partners

9. Service Life-cycle Phases

1) Service Strategy
2) Service Design
3) Service Transition
4) Service Operation
5) Continual Service Improvement

10. Two Values of Service Creation

 Utility (fit for purpose ?)
 Warranty (fit for use ?)
Service Value = Service Warranty + Service Utility

11. Three Types of Service Provider

1) Internal Service Provider (ISP) - Type I
2) Shared Service Unit (SSU) - Type II
3) External Service Provider (ESP) - Type III
12. Balanced Design 3 Factors
 Functionality
 Resource
 Schedule

13. 7 Key Processes of Service Design

 Service Catalogue Management (SCM)
 Service Level Management (SLM)
 Capacity Management
 Availability Management
 IT Service Management
 Information Security Management
 Supplier Management

Full Forms:
ISM/ITSM - IT Service Management
ISP - Internal Service Provider
SSU - Shared Service Unit
ESP - External Service Provider
PBA - Pattern of Business Activity
SLA - Service Level Agreement
OLA - Operation Level Agreement
SLR - Service Level Requirement
SoR - Statement of Requirement
ToR - Terms of Reference
RFI - Request For Information
RFP - Request For Proposal
RFQ - Request For Quotation
ITT - Invitation To Tender
SOA - Service Oriented Architecture
OASIS - Organization for the Advancement of Structured Information Standards
BSM - Business Service Management
BSC - Business Service Catalogue
TSC - Technical Service Catalogue
OLAs - Operational Level Agreements
CFIA - Component Failure Impact Analysis
SOA - Service Outage Analysis
ITSCM- IT Service Continuity Management
ISM - Information Security Management
RACI - Responsibility, Accountability, Consult, Inform

Not Imp Full forms:

UCs - Underpinning Contracts
SAC - Service Acceptance Criteria
VBF - Vital Business Function
SFA - Service Failure Analysis
SOP - Scope Of Prevention
BCP - Business Continuity Plan
SMIS - Security Management Information System
SCMIS- Supplier & Contract Management Information System
BPO - Business Process Outsourcing
KPO - Knowledge Process Outsourcing
SSIP - Supplier Service Improvement Plan
Unit 3

1. Key Processes of Service Transition

 Transition Planning & Suppot
 Change Management
 Service Asset Configuration Managment
 Release & Deployment Management
 Service Validation & Testing
 Evaluation
 Knowledge Managment

2. Types of Change Management

There are 3 types of change managment
i) Standard Change
ii) Normal Change
iii) Emergency Change

3. Seven R’s of change management

(1) Raised
(2) Reason
(3) Return
(4) Risk
(5) Resources
(6) Responsible
(7) Relationship

4. Types of Release
There are total 3 types of release
i) Major Release (v1, v2)
ii) Minor Release (v1.1, v1.2)
iii) Emergency Release (v1.1.1, v1.1.2)

5. Release Tests : (i) Unit Test or Component Test (ii) Integration Test

6. Approaches for Release & Deployment Management

(1) Big Bang Approach
(2) Phased Approach
(3) Push Approach
(4) Pull Approach
(5) Automated Approach
(6) Manual Approach

7. In Knowledge Management there is a DIKW (Data, Information, Knowledge, Wisdom) Pyramid

Data : Collection of discrete facts
Who, Why,What, Where

Information : Data which is processed

How ?

Knowledge : Knowledge is more data based form

Why ?

Wisdom : Data gives that knowledge

8. Four layers of SKMS
i) Data & Information Layer
ii) Information Integration Layer
iii) Knowledge Processing
iv) Presentation Layer

Full Forms :

CI - Configuration Item
CMDB - Configuartion Management Database
KEDM - Known Error Database
CMS - Configuration Management System
SKMS - Service Knowledge Management System
TPS - Transition Planning & Support
CAB - Change Advisory Board
ECAB - Emergency Change Advisory Board
RFC - Request For Change
FSC - Forward Schedule of Change
PSO - Projected Service Outage
SCAM - Service Asset Configuration Management
UAT - User Acceptation Test
SLP - Service Level Package
SDP - Service Design Package
SCMIS - Supplier & Contract Management Information System
AMIS - Availability Management Information System
CMIS - Capacity Management Information System
ISMIS - Security Management Information System
DML - Definitive Media Libraries
Unit 4

1. Service Operation Principles

(1) Funtion : A Function is a logical concept referring to people & automated actions performing a
defined process or activity.

(2) Group : A Group is a number of similar people in some way Groups refer to people who carry out
similar activities.

(3) Division : A Division refera toa a number of departments often by geography or product line groued
together.

(4) Role : A Role refers to a set of related actions carried out in a particular context by a person team
or group.

2. 5 Key Processes of Service Oepration

(1) Event Management Process
(2) Incident Management Process
(3) Request Fulfilment Process
(4) Problem Management Process
(5) Access Management Process

3. Types of Events:
i) Informational (INFO)
ii) Warning (WARN/ALERT)
iii) Exception (ERROR)

4. Event Management Scope

- Configuration
- Environmental Conditions
- Software Licence
- Security

5. Event Management Tools (Event Monitoring Tools)

- Active Monitoring Tool
- Passive Monitoring Tools

6. Benifits of Event Management

- Early detection of incident
- Automated real-time monitoring
- Integrated properly
- Easy operations

7. Status of Incident Management System

(1) New
(2) Assigned
(3) In-Progress
(4) On-Hold
(5) Resolved
(6) Under Observation
(7) Closed

8. Incident Escalation
i) Funtional Escalation (Horizontal Escalation)
ii) Hieraechical Escalation (Vertical Escalation)
9. Incident Prioritization
PRIORITY = IMPACT x URGENCE
i) High-Priority incident
ii) Medium-Priority incident
iii) Low-Priority incident

10. Status of Request Fulfilment Process

(1) New
(2) Assigned
(3) In-Progress
(4) Pending
(5) Complete
(6) Closed

11. Types of Problem Management

i) Proactive
ii) Reactive

12. Problem Management Lifecycle Activities

- Problem Detection
- Problem Logging
- Problem Categorization
- Problem Prioritization
- Problem Investigation & Diagnosis
- Identify Workaround
- Creating a Known Error Record
- Problem Resolution
- Problem Closure
- Major Problem Review

13. Workaround are the temporary solutions provided to users, for reducing & eliminating the impact of
known errors for which a full resolution is not yet available.

14. Service Operation Functions

(1) Service Desk
(2) Technical Management
(3) IT Operation Management
- IT Operations Control
- Facilities Management
(4) Application Management

Full Forms:

MTBF - Mean Time Between Failure

VoIP - Voice over Internet Protocol
ICMS - Incident Management System
Unit 5

1. Approaches of CSI
- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- Did we get there?

2. CSI & Organizational Change

An oraganizational change program is to be initiated to improve service management.

3. Ownership
Thw Ownership Principle is essential to any improvment strategy.

4. CSI Register
Serveral initiativies or improvment possibilities are likely to be identified.

5. Deming Cycle
 This cycle is specially useful in the CSI.
 The main objective of Deming Cycle is to make
Continuous improvmetn in the IT services.

6. Value to Business
- To Validate
- To Direct
- To Justify
- To Intervene

7. 7 Step Improvement Process

(1) Define what should measure
(2) Define what you can measure
(3) Data Gathering
(4) Data Processing
(5) Data Analysis
(6) Presentation & use of the information
(7) Corrective action implementing

8. Governance : i) Enterprise Governance

ii) Corporate Governance
iii) IT Governance

9. Framework
i) COBIT - Control Objectives for Information & Related Technology
ii) PMBOK - Project Management Knowledge Body
iii) PRINCE2 - PRojects IN Controlled Environments,v2

10. Models
i) CMMI - Capability maturity Model Integration
11. Standards
- ISO / IEC 20000 : 2005
- ISO / IEC 27001 : 2005
- ISO / IEC 17799 : 2005
- ISO / IEC 15504
- ISO / IEC 19770 : 2006

12.

13. Roles & Responsibilities Within Organisation in CSI

- CSI Manager
- Process Architect
- Process Owner

14. Roles & Responsibilities Outside Organisation in CSI

- Customer
- Service User

15. Goals of Service Improvment for an Organization

 Plan
 Do
 Check
 Act

16. Gap Analysis is a business evaluation tool that allows an organization to compare its current location &
its future destination.

17. SWOT Analysis

Strength are internal organizational attributes that helps to achieve the goal.
Weakness are internal organizational attributes that are harmful to achieving the goal.
Opportunities are external attributes that helps to achieve the goal.
Threats are external attributes that are harmful to achieving the goal.

18.
19. Implementing CSI
i) Where do I start - Service Approach
ii) Where do I start - Lifecycle Approach
iii) Where do I start - Functioanl Group Approach

20. Governance

Full Forms :

CSI - Continual Service Improvement

SWOT - Strengths, Weaknesses, Opportunities, Threats
SIP - Service Improvment Plans
PMI - Project Management Institute
SEI - Software Engineering Institute
SCAMPI - Standard CMMI Process Improvment Asssessment Method
ITU - International Telecommunications Union
IEEE - Institute of Electrical & Electronics Engineers
IEC - International Electrotechnical Commission
SPICE - Software Process Improvement & Capability Determination
SAM - Software Asset Management
DMAIC - Defining, Measuring, Analysing, Improving, Controlling
DMADV - Defining, Measuring, Analysing, Designing, Verifying
KPI - Key Performance Indicator
PIR - Post Implimentation Review