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0 Exakte Antworten 25 Text Antworten 0 Multiple Choice Antworten
Fenster schliessen

How do requests for change differ from change records?

    A request for change is a formal proposal for a change to be made, whereas a change record is a logical record that contains details of a specific change.
Fenster schliessen

Describe the difference between emergency and standard changes and name the third category of changes according to the ITIL framework.

Change The addition, modification or removal of anything that could have  an effect on IT services.

Standard change is a pre-authorized change that is low risk, relatively common and follows a procedure or work instruction. An Emergency change is a change that must be implemented as soon as possible, for example to resolve a major incident or implement a security patch. The third category is named normal change and is used for all other changes.

 

Fenster schliessen

Describe the difference between an incident and a problem.

An incident is an unplanned interruption to an IT service or reduction on the quality of an IT service. Failure of a CI that has not yet impacted an IT service is also an incident. A problem is the underlying cause of one or more incidents. (e.g. failure of one disc)

Fenster schliessen

Which types of events does ITIL define in Event Management? Give for each a short example.

Informational events:

  • Event that does not require any action and does not present an exception 
  • typically stored in the system or service log files 
  • used to check on the status of service or device or to confirm the successful completion
  • e.g. „A user has logged into an application“
     

Warning:

  • event generated when a service has reached a treshold  that indicates a situation must be checked for preventing an exception
  • e.g. „A user has logged into an application with an incorrect password“

Exception events

  • service is currently operating abnormally (as defined by the organization) 
  • typically SLA and OLA have been breached (verletzt) and the business is impacted.
  • total failure, degraded performance
  • e.g. „The completion time of a transaction is 10% longer than normal“
Fenster schliessen

What best describes service transition in general?

  • ensure that service releases are deployed successfully into supported environments
  • Service transition is to ensure that new, modified or retired services meet the expectations of the business as documented in the service strategy and service design stage of the lifecycle.
  • Plan and manage service changes efficiently and effectively 
  • Main objective: Manage risks relating to new, changed or retired services 
Fenster schliessen

What is the main goal of incident management?

  • restore normal  service operations as quickly as possible, with the least adverse(benachteiligt) possible impact on either the business or the user  ( at a cost-effective price)
  • normal: an operational state where services and CIs are performing within their agreed service and operational levels
 

 

Fenster schliessen

When does an incident turn into a problem according to the ITIL framework? How is the relationship between those terms characterized?

Incidents never turn into problems.

An incident is an unplanned interruption to an IT service or  reduction on the quality of an IT service.  – Failure of a CI that has not yet impacted an IT service is also an  incident (e.g. failure of one disk from a mirror set)

A problem is an underlying cause, which can evoke one or more incidents.

 

Fenster schliessen

What is the main goal of the 7-step improvement process? Give a short summary of each step?

What is the main goal of the 7-step improvement process? Give a short summary of each step?

Puts a structure in place to enable continual assessment of the current situation against business needs and looks for opportunities to improve service provision, thus enabling overall business to be successful. Step 1:  Identify the strategy for improvement, Step 2: Define what you will measure?, Step 3: Gather the data, Step 4: Process, Step 5: Analyze the information and the data, Step 6: Present and use the information, Step 7: Implement Improvement