ITSM QUESTIONBANK

2 unit-
1. What is Service Level Management? Discuss Different Steps involved SLM Process?
Service Level Management, or SLM, is defined as being “responsible for ensuring that all
its service management processes, operational level agreements, and underpinning
contracts, are appropriate for the agreed-upon service level targets. SLM monitors and
reports on service levels, and holds regular customer reviews.
• Planning • Catalogue Services
• Implementation • Draft
• Negoitate
• Review SLA's OLAs and
UCs
• Agree SLAs

Established Implement
Function SLA's

Manage
Perodic the
Review Ongoing
Process
• Review SLA's OLAs and • Monitor
UCs • Report
• Review SLM Process • Reviews

Fig : SLM process

Different steps involved in SLP process
1. Gather the data.

Text
Identify a SLM manager and form a team to spearhead the implementation. The team must
perform several duties:

• Assess current state. Discover where and to what extent CM work is being performed
today and document current reports, distribution lists, policies and procedures.
• Inventory tools and software currently used for monitoring, capacity planning,
performance management, and charge back, all of which support SLM processes.
 • Collect budget details that pertain to capacity management work.
• Perform a gap analysis to reveal areas that require process improvements, training, or
software.
• Develop a project plan to migrate to the new organization based on required changes you
uncovered.

2. Build the plan.

Text
The implementation plan should:

• Establish the three major components of capacity management - people, processes and
tools.
• Outline the costs necessary to sustain the new organization and build a preliminary
budget.
• Determine where the service level manager should be placed in the organization, ideally
reporting directly to the CIO, IT Director or within the service management group.
• Describe workflow, including data inputs, information outputs, and work processes.
• Allocate sufficient time for training the people performing the work.
• Identify any necessary work to acquire, consolidate and/or implement capacity and
performance tools.

Be sure to communicate the organization and its processes to the rest of the company, preferably
through your internal corporate communications team. Once the project plan and budget are
complete, they should be submitted for approval.

3. Execute the plan.

Text
You will want to execute the project plan in a series of steps:

• Assign the staff.

• Document and publish the processes. This is an important step that will likely take
considerable time during initial implementation.
• Acquire and implement the tools. Ideally, a single tool would be used to provide the data
and reporting necessary for accurate reporting of service performance.
• Inventory IT services and build a service catalog. Be sure service definitions meet
Financial Management's requirements, such that utilization data can be obtained and
associated to a particular service.
• Identify, develop, negotiate and implement SLAs and OLAs. Close work with business
units is required. SLAs and OLAs should be a page or two in length and include:
o Parties involved
o Start, end and review dates
o Scope of the agreement
o Description of the services provided
o Roles and responsibilities of each party involved
 o Hours of operation
o Service availability
o Service reliability
o Support
o Throughput, transaction times and/or response times
o Change turnaround targets
o Security requirements and considerations
o Service continuity
o Service costs and how they are charged
o Service reporting
o Service incentives and penalties
• Identify any required services not currently provided by IT and resolve any contradictions
in service requirements vs contingency recovery time, for example.
• Define metrics to measure success. Be sure to tie your metrics to business value, not
technical measures. Metrics should be few in number, yet succinct and to the point.
• Build training materials and execute the training plan. Develop the training materials
based on the processes you drafted and test staff members to ensure retention.
• Implement reporting and exception processes and procedures. Two types of reporting are
necessary. High-level reporting, used to keep management informed, often takes the form
of a dashboard, using colors to depict service quality. Be sure to report both current status
and how it is trending. The second type of reporting is more detailed for use by the SLM
team to identify problematic service areas.

4. Initiate the ongoing work of SLM.

Text
Begin the reporting process. Include the ability to:

• Automatically alert the SLM team when services are in danger of missing performance
targets due to bottlenecks or sudden spikes in demand.
• Automatically alert the SLM team when trends show performance is approaching agreed-
upon limits, so that corrective actions can be taken to prevent service outages or poor
service performance.

Schedule monthly or quarterly review meetings to discuss service performance results.

Initiate any changes required as a result of unforeseen business events or changes in
business priorities.

5. Post implementation review.

Text
Document lessons learned and identify any changes that should be made to the process to
facilitate future process migrations. Perform a post-implementation audit 6-12 months after
completion to determine if the new processes are being adhered to and if you're getting expected
results.
2. Discuss Process of Capacity Management Keeping in mind 3 parameter input ,Sub
process and Output?
Capacity Management => It is the decpline that ensure IT infrastructure is provided at
right time in right volume at right price and ensuring it is used in most ensuring manner
Needs of Capacity Management
1. Get more out of existing IT resource and improve IT Cost per service unit positions
2. Eliminate redundant work and ensure consistent reporting
3. Efficiently provision capacity , provide timely capacity and related cost info for more
better decision
4. Project Consumption at future growth issue (baki mujse samja nai)
Roles of Capacity Management
1. Cost efficiency - this process understand the business requirement (the required
service delivery) organization operation(current Service Delivery) and IT
infrastructure (Service Delivery ) ensuring all the current and future capacity and
future aspects
2. New Technology – Recognize the rate of technological change will increase and
harnessed (control something in order to use its power(google keya tha))it services
continue to satisfy changing business expectation
3. The Capacity Manager is responsible for ensuring that services and infrastructure are
able to deliver the agreed capacity and performance targets in a cost effective and
timely manner.
4. He considers all resources required to deliver the service, and plans for short, medium
and long term business requirements.

3 parameters
 INPUT SUBPROCESS OUTPUT

Technology Capacity plan ,reports,and DB

service level and plan
Bussiness plan ,Strategy and
requirements
Project and Fininacal plans
budegts
Bussiness Capacity Service Improvement'
Managemnent 'Service level recommedatation
Service Capacity Management Audit reprot
Resource Capacity Management

Baki Description me yehe explain keya tha

Par vo tum log samal lena

3. List the key stage included within the process of Configuration Management?
1. Planning - Defining the process scope,objective , policies and procedure realting
to configure Management
2. Identification - Configuration identification is the process of identifying the
attributes that define every aspect of a configuration item. A configuration item
is a product (hardware and/or software) that has an end-user purpose. These
attributes are recorded in configuration documentation and baselined.
3. Control – Ensuring that only authorisied and indentifiable Configration
item’s(CI’s) are accepted and recorded from receipt
To Ensure all the operation are Cl’s without appropriate controlling documentation
4. Status Accounting – the reporting of all current and previous datat concerned with
each CI
baki eg bata dena ki CL’s me kya kya changes hove
5. Verification and audit -> audit to verify the physical existence of cl’s for cross
verifying recorded in Configuration management system (matlb record check
karna)
Thik hai bhai baki explain kar lena tumhe jitna samja

3 unit
 1. What is Storage Management – special thanks to gfg

Primary functions
- Supplement the Expensive the non-volatile Storage
Secoundary Function
- Exchange the information via removable storage media
- Backup of vital information for recovery in event of failure
- Short term storage of frequently accessed information

2. Explain software and Hardware management

Software Management
1) Space –
- Finite Amount of main memory with requirement for non-volatile memory
 - Managing Disk space Moving less frequently accessed information to slower
devices
- Organization if storage space devices
2) Recovery
- Managing provision of failure
• Due to Mechanism Failure
• Electronic Failure
• Corrupt Data
- User may accidently erase vital component
- Manage Natural Disaster
3) Administrative
- OS need to be aware its capability to make use of device
- General Maintenance task need making devices unavailable
- Performance and user Stratification need for planning
Hardware Management
1) Performance
- Providing access to a resource such that particular criteria met
- The resource in a storage sub system all have different characteristics and planned user
and therefore criteria applied are also different (koi logic hai iss baat me)
- Performance in storage product is about maximizing the throughput of information
To and from the devices
- All information passed to i/o devices must at some stages cross the sustem bus
2) Availability
- it concerns the designing the storage subsystem to minimize the effect of failure
- The level of redundancy or replication of devices for replacement purposes in the event
Of failure is again a trade off with price and performances
- Ensuring the continued operations
3) Capacity
- It is related to performance the more space that device has the longer the average access
time will be
- It can sometime more prudent (thought of future) to utilize more lower capacity devise
than fewer larger capacity devices
- This will trade of f between cost and performance again and there are other solutions to
increasing the performance through parallel access to devices
3. What is Hierarchical space management
• It is data storage technique which automatically moves data between high cost and
low-cost storage media
• It exists because of because high-speed storage devices ahrd disk array are more
expensive than slower devices (optical discs and maganetic tapes drive)
• And it would be ideal for all high speed devices par agar jeb me pasie ho tabhi kaam
aayega (expensive for other organization)
• HSM system store the bulks of enterprise data on slower devices and copy data to
faster drives when needed
• It monitor the way data is used aur Aakash chopda ban jane ka matlb guesses as to
which data can safely moved to slower device and data should stay on fast devise
• If user does not reuse a file which is on tape it automatically moved back to disk
storage
Advanatge
Total amount of stored adata can be much higher than the capacity oif disk storage
available par vo bas rearely used files are on tape itna fast ki user ko pata nhai
chalega ye
(baki tumara nasib)

4. SAN(Storage Area N/w)

• SAN is an abbreviation of the Storage Area Network. Storage Area Network is a
dedicated, specialized, and high-speed network which provides block-level data storage. It
delivers the shared pool of storage devices to more than one server.
• The main aim of SAN is to transfer the data between the server and storage device. It also
allows for transferring the data between the storage systems.
• Storage Area networks are mainly used for accessing storage devices such as tape libraries
and disk-based devices from the servers.
• It is a dedicated network which is not accessible through the LAN. It consists of hosts,
switches, and storage devices which are interconnected using the topologies, protocols, and
technologies

Protocols

• FCP(FIBER CHANNEL PROTOCOL) - is a mapping of SCSI command over the

Fibre Channel (FC) network.
• SCSI It stands for Internet SCSI or Internet Small Computer System Interface. It is the
second-largest block or SAN protocol. It puts the SCSI commands inside an ethernet frame
and then transports them over an Internet protocol (IP)
ethernet.
• FcoE - FCoE stands for "Fibre Channel Over Internet". It is a protocol which is similar to
the iSCSI. It puts the Fibre channel inside the ethernet datagram and then transports over
an IP Ethernet network.
• NVMe - It stands for Non-Volatile Memory Express. It is also a protocol of SAN, which
access the flash storage by the PCI Express bus.

Features
 5. Disaster Recovery
It is the process, policies and procedures of restoring operating operations critical to the
resumption of business , including access to data , communication , workspace and other
business processes after a natural or human induced disaster

Types
Aavo tumari jindagi me ye image ki of Disasters
terf colorful bana do

- Chappri nibba Computer failure , corrupted

data,labour issue ,lost
data,medical emergencies,
n/w failure s/w error

Human error, leagal issues,logic bomb ,

worksplace

Power grid failure ,system discharege, transporatation

disruptions
Earthquake , electrical storms , flooding, toranoaoes,tsunami

Figure : Disaster recovery par kese vo nhai bataya

Disaster recovery plan (DRP)should also include plans for coping with the unexpected or
sudden loss of communication and or key personal
DRP is a part of a larger process known as Business Continuity Planning (BCP)
6. Outline Different Strategy by organization for data protection