Podcast
Questions and Answers
What does the term mean time between failure (MTBF) relate to in Availability Management?
What does the term mean time between failure (MTBF) relate to in Availability Management?
What is the primary goal of Incident Management?
What is the primary goal of Incident Management?
Which activity is NOT a part of Capacity and Performance Management (CPM)?
Which activity is NOT a part of Capacity and Performance Management (CPM)?
What does Business Analysis aim to achieve?
What does Business Analysis aim to achieve?
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Which of the following best describes the concept of service performance?
Which of the following best describes the concept of service performance?
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Which of these activities is crucial for Availability Management?
Which of these activities is crucial for Availability Management?
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What is a key function of Problem Management?
What is a key function of Problem Management?
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Which statement about capacity in the context of CPM is true?
Which statement about capacity in the context of CPM is true?
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What best describes the activity of analyzing business systems in Business Analysis?
What best describes the activity of analyzing business systems in Business Analysis?
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What is one negative outcome of poor Capacity and Performance Management?
What is one negative outcome of poor Capacity and Performance Management?
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What is one primary goal of IT Asset Management?
What is one primary goal of IT Asset Management?
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Which of the following activities is NOT part of IT Asset Management?
Which of the following activities is NOT part of IT Asset Management?
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What classification indicates that action is needed to avoid a negative impact?
What classification indicates that action is needed to avoid a negative impact?
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In Service Configuration Management, which of the following is considered a Configuration Item (CI)?
In Service Configuration Management, which of the following is considered a Configuration Item (CI)?
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What key principle should be followed before automating a process?
What key principle should be followed before automating a process?
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What is the primary purpose of Service Continuity Management?
What is the primary purpose of Service Continuity Management?
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Which of the following is a benefit of monitoring and event management?
Which of the following is a benefit of monitoring and event management?
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What should be the focus during the optimization process within the Optimize and Automate framework?
What should be the focus during the optimization process within the Optimize and Automate framework?
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Which activity does NOT belong to the Service Configuration Management process?
Which activity does NOT belong to the Service Configuration Management process?
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What is NOT a factor to consider when performing capacity planning?
What is NOT a factor to consider when performing capacity planning?
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Which activity is part of 'monitoring the impact of optimization'?
Which activity is part of 'monitoring the impact of optimization'?
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What does ITIL 4 focus on primarily?
What does ITIL 4 focus on primarily?
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What is a common misconception regarding automation?
What is a common misconception regarding automation?
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Study Notes
Course Information
- Course name: Information Technology Service Management (ITSM)
- Course code: INFO8725
- Week: 11
- Focus: ITIL practices
Agenda
- Covering the purpose and key terms of ITIL practices
- Detailing the 7 Foundation ITIL Practices and their role in the value chain
Recap from Last Class
- No specific details provided in the document
Incident/Problem/Risk Management
- Incident: Minimizes the impact of incidents by quickly restoring normal service operation.
- Problem: Reduces the likelihood and impact of incidents by identifying potential causes and managing workarounds.
- Risk: Identifying, analyzing, and responding to risk factors throughout a project and its goals.
Availability Management
- Focuses on how often a service fails and how quickly it recovers.
- Often uses Mean Time Between Failure (MTBF) and Mean Time to Restore Service (MTRS).
- Appropriate availability levels are designed into each service.
Availability Management Activities
- Negotiating availability targets
- Designing infrastructure and applications for agreed levels
- Collecting service and component data to measure availability
- Analyzing and reporting on availability data
- Planning improvements to availability
Business Analysis
- Business Analysis practice: Analyze a business element, define its needs, recommend solutions, solve problems, and facilitate stakeholder value creation.
- PDCA Cycle: Plan, Do, Check, Act; a method for implementing changes (plan, test, measure, adjust).
Business Analysis Activities
- Analyzing business systems, processes, services, architectures
- Identifying and prioritizing improvements to services
- Identifying opportunities for innovation
- Evaluating and proposing actions for improvement
- Documenting business requirements
- Recommending solutions and validating with stakeholders
Capacity and Performance Management (CPM)
- Capacity: Ensuring services meet agreed performance levels and effectively addressing future demands.
- Performance: Measuring what's achieved or delivered by a system, person, team, practice, or service.
CPM Service Performance
- Describes the number of service actions within a time frame and the time to fulfil a service action.
- Relies on service capacity, which is the maximum throughput of a service or its component.
CPM Activities
- Monitoring current performance and service modelling
- Capacity planning (requirements analysis, demand forecasting, resource planning, performance improvements).
Class Activity
- FoxFirst Consulting is tasked with capacity planning for a client doubling in size.
- Students need to identify needs and requirements for capacity planning.
- Considerations for this process need to be outlined.
IT Asset Management
- Plans and manages the entire lifecycle of IT assets.
- Aims to maximize value, control costs, and manage risks.
- Covers decision-making, purchase, reuse, retirement, and asset disposal.
- Addresses regulatory and contractual needs.
IT Asset Management Activities
- Defining, populating, and maintaining the asset register.
- Providing storage facilities for assets.
- Controlling asset lifecycles.
- Providing reports and data about assets as required.
- Performing asset audits as needed (data for external exams).
Monitoring and Event Management
- Manages events through their lifecycle; preventing negative impacts.
- Monitors services and components, detecting significant changes.
- Classifies events (informational, warning, exception), initiating appropriate actions (do nothing, monitor further, escalate to incidents).
Monitoring and Event Management: Classification
- Informational: No action needed; used for analysis.
- Warning: Action is needed to avoid negative impact.
- Exception: Action is required; likely negative business impact.
Service Configuration Management
- Ensures accurate and reliable information on service configuration is available.
- Collects and manages information on Configuration Items (CI): hardware, software, networks, buildings, people, suppliers, documentation.
Service Continuity Management
- Maintains availability and performance during disasters.
- Safeguards stakeholder and organizational interests.
- Supports Business Continuity Management (BCM).
- Resumes IT services after a crisis, outside normal procedures like incidents.
Optimize and Automate
- Optimizing activities to be effective and useful, before automation.
- Automation – using technology to perform tasks with minimal human intervention.
Optimize and Automate Activities
- Understand and agree on context for optimization.
- Assess current state.
- Define future state, prioritizing simplification and value.
- Ensure stakeholder engagement and commitment.
- Execute improvements iteratively.
- Continuously monitor optimization impact.
ITIL 4 "Big Picture Reminder"
- Focuses on the interconnectedness of ITIL 4 concepts like the service value system
Assigned and DUE
- Weekly discussion forum postings.
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Description
Explore the fundamental ITIL practices crucial for effective Information Technology Service Management. This quiz covers key terms, the purpose of ITIL, and the 7 Foundation ITIL Practices that play vital roles in the value chain. Test your understanding of incident, problem, and risk management, as well as availability management.
