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ITIL Service Transition Intermediate Lifecycle
Study material for the intermediate exam
145
Internet/New Media
Professional
02/09/2011

Additional Internet/New Media Flashcards

 


 

Cards

Term
Plan and manage capacity and resources during transition
Definition
Service Transition purpose
Term
Establish and maintain the integrity of all service assets
Definition
Service Transition purpose
Term
Provide knowledge and information for effective decision making
Definition
Service Transition purpose
Term
Provide efficient, repeatable build and installation mechanisms that can be used to deploy releases to the test and production environments and be rebuilt if required to restore a service
Definition
Service Transition purpose
Term
Ensure that the service can be managed, operated, and supported in accordance with the requirements and constraints specified in service design
Definition
Service Transition purpose
Term
Set customer expectations about new or changed services and how they enable business change
Definition
Service Transition goal
Term
Enable the business and customers to integrate releases into business processes and services
Definition
Service Transition goal
Term
Reduce variations in performance
Definition
Service Transition goal
Term
Reduce known errors and minimize risk
Definition
Service Transition goal
Term
Ensure the service can be used in accordance with requirements and constraints specified in service requirements
Definition
Service Transition goal
Term
Plan and manage the resources to successfully establish a service in production within the cost, quality, and time estimates
Definition
Service Transition Objective
Term
Minimize unpredicted impact on the production services operations and support organization
Definition
Service Transition Objective
Term
Increase customer, user, and service management staff satisfaction with service transition practices including deployment of services, communications, release documentation, training, and knowledge transfer
Definition
Service Transition Objective
Term
Increase proper use of the services and underlying application and technology solutions
Definition
Service Transition Objective
Term
Provide clear and comprehensive plans that enable the customer and business change projects to align their activities with the service transition plans
Definition
Service Transition Objective
Term
Ability to adapt quickly to new requirements or market changes (Competitive edge)
Definition
Value provided by Service Transition
Term
Effective transition management of mergers, divestment, acquisition and transfers of services
Definition
Value provided by Service Transition
Term
Increased success rate of changes and releases
Definition
Value provided by Service Transition
Term
Improved prediction of service levels and warranties for new and changed services – helps to set customer expectations
Definition
Value provided by Service Transition
Term
Improvement in the level of confidence that business and governance requirements will be followed during change
Definition
Value provided by Service Transition
Term
Improved accuracy of resource planning and budgets during transition
Definition
Value provided by Service Transition
Term
Improved business and customer productivity
Definition
Value provided by Service Transition
Term
Cost savings
Definition
Value provided by Service Transition
Term
Better understanding and management of risk related to a change
Definition
Value provided by Service Transition
Term
Planning appropriate capacity and resources for placing services in production
Definition
Purpose of Transition Planning and Support
Term
Providing support for all service transition teams and staff
Definition
Purpose of Transition Planning and Support
Term
Maintain the integrity of customer assets, service assets and configurations
Definition
Purpose of Transition Planning and Support
Term
Coordinate activities across projects, suppliers and service teams
Definition
Purpose of Transition Planning and Support
Term
Ensure that all teams in a transition follow appropriate procedures and work together
Definition
Purpose of Transition Planning and Support
Term
plan and coordinate resources to ensure that the requirements of service strategy encoded in service design are effectively realized in service operations
Definition
Goal of Transition Planning and Support
Term
Plan and coordinate resources to establish new or changed services
Definition
Objective of Transition Planning and Support
Term
Ensure all parties adopt a common framework of reusable processes and supporting systems
Definition
Objective of Transition Planning and Support
Term
Provide clear and comprehensive plans to allow customer and business change to be aligned to service transition
Definition
Objective of Transition Planning and Support
Term
Number of releases that met the customer’s requirements
Definition
Transition Planning and Support KPI
Term
Reduced variation of actual vs. predicted scope, quality, cost, and time for a release
Definition
Transition Planning and Support KPI
Term
Increased customer and user satisfaction
Definition
Transition Planning and Support KPI
Term
Reduction in issues, risk and delays caused by inadequate planning
Definition
Transition Planning and Support KPI
Term
Improved service transition success rate
Definition
Transition Planning and Support KPI
Term
Better management information
Definition
Transition Planning and Support KPI
Term
Improved efficiency and effectiveness
Definition
Transition Planning and Support KPI
Term
Improved efficiency and effectiveness
Definition
Transition Planning and Support KPI
Term
Improved efficiency and effectiveness
Definition
Transition Planning and Support KPI
Term
Improved project and service team satisfaction
Definition
Transition Planning and Support KPI
Term
Standardized methods and procedures are used for efficient and prompt handling of all changes
Definition
Purpose of Change Management
Term
All changes to service assets and configuration items are recorded in the configuration management system
Definition
Purpose of Change Management
Term
Overall business risk is optimized
Definition
Purpose of Change Management
Term
respond to the customer’s changing business requirements while maximizing value and reducing incidents, disruption, and rework
Definition
Goal of Change Management
Term
Respond to the business and IT requests for change that will align the services with the business needs
Definition
Goal of Change Management
Term
Make sure that all changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner
Definition
Objective of Change Management
Term
Unauthorized changes
Definition
Risk indicator of poor Change Management
Term
Unplanned outages
Definition
Risk indicator of poor Change Management
Term
Low change success rate
Definition
Risk indicator of poor Change Management
Term
High number of emergency changes
Definition
Risk indicator of poor Change Management
Term
Delayed project implementations
Definition
Risk indicator of poor Change Management
Term
Indentify, control, record, report, audit, and verify service assets and configuration items
Definition
Purpose of Service Asset and Configuration Management
Term
Account for, manage, and protect the integrity of service assets and configuration items throughout the service lifecycle by ensuring that only authorized changes are made
Definition
Purpose of Service Asset and Configuration Management
Term
Protect the integrity of service assets and configuration items through the whole service lifecycle
Definition
Purpose of Service Asset and Configuration Management
Term
Ensure the integrity of the assets and configuration items required to control the services and IT infrastructure by establishing and maintaining an accurate and complete configuration management system
Definition
Purpose of Service Asset and Configuration Management
Term
Support the business and customer’s control objectives and requirements
Definition
Goal of Configuration Management
Term
Support efficient and effective service management processes by providing accurate configuration information to support decision making
Definition
Goal of Configuration Management
Term
Minimize quality and compliance issues caused by improper configuration of services and assets
Definition
Goal of Configuration Management
Term
Optimize service assets, IT configurations, capabilities, and resources
Definition
Goal of Configuration Management
Term
Define and control the components of services and infrastructure and to maintain accurate configuration information on the historical, planned and current state of services and infrastructure”.
Definition
Objective of Service Asset & Configuration Management
Term
Define and agree release and deployment plans with customers and stakeholders
Definition
Purpose of Release and Deployment Management
Term
Ensure that each release package consists of a set of related assets and service components that are compatible with each other
Definition
Purpose of Release and Deployment Management
Term
Ensure that integrity of a release package and its constituent components is maintained throughout the transition activities and recorded accurately in the CMS
Definition
Purpose of Release and Deployment Management
Term
Ensure that all release and deployment packages can be tracked, installed, tested, verified, and/or uninstalled or backed out if appropriate
Definition
Purpose of Release and Deployment Management
Term
Ensure that organization and stakeholder change is managed during the release and deployment activities
Definition
Purpose of Release and Deployment Management
Term
to deploy releases into production and establish effective use of the service in order to deliver value to the customer and be able to handover to service operation
Definition
Goal of the Release and Deployment Management
Term
There are clear and comprehensive release and deployment plans that enable the customer and business change projects to align their activities with these plans
Definition
Objective of Release and Deployment Management
Term
A release package can be built, installed, tested and deployed efficiently to a deployment group or target environment successfully and on schedule
Definition
Objective of Release and Deployment Management
Term
A new of changed service and its enabling systems, technology and organization are capable of delivering the agreed service requirements, i.e. utilities, warranties, and service levels
Definition
Objective of Release and Deployment Management
Term
There is minimal unpredicted impact on the production services, operations and support organization
Definition
Objective of Release and Deployment Management
Term
Customers, users, and service management staff are satisfied with the service transition practices and outputs, e.g. user documentation and training
Definition
Objective of Release and Deployment Management
Term
Planning and implementing a structured validation and test process that provides objective evidence that the new or changed service will support the customer’s business and stakeholder requirements, including the agreed service levels
Definition
Purpose of Service Validation and Testing
Term
Quality assuring a release, its constituent service components, the resultant service and service capability delivered by a release
Definition
Purpose of Service Validation and Testing
Term
Identifying, assessing, and addressing issues, errors, and risks throughout service transition
Definition
Purpose of Service Validation and Testing
Term
assure a service will provide value to customers and their business
Definition
Goal of Service Validation and Testing
Term
Provide confidence in releases
Definition
Objective of Service Validation and Testing
Term
Validate that a service is fit for purpose
Definition
Objective of Service Validation and Testing
Term
Assure a service is fit for use
Definition
Objective of Service Validation and Testing
Term
Confirm that customer and stakeholder requirements are correctly defined and remedy any errors or variances early in the lifecycle
Definition
Objective of Service Validation and Testing
Term
Validation
Definition
Confirmation through objective evidence that the requirements for a specific intended use for a service have been fulfilled
Term
Verification
Definition
confirmation through objective evidence that specific requirements have been fulfilled
Term
To provide a consistent and standardized means of determining the performance of a service change in the context of existing and proposed services and IT infrastructure
Definition
Purpose of the Evaluation process
Term
To set stakeholder expectations correctly and provide effective and accurate information to change management to make sure changes that adversely affect service capability and introduce risk are not transitioned unchecked
Definition
Goal or Evaluation
Term
Evaluate the intended effects of a service change and as much of the unintended effects as is reasonably practical given capacity, resource and organizational constraints
Definition
Objective of Evaluation
Term
Provide good quality outputs from the evaluation process so that change management can expedite an effective decision about whether a service change is to be approved or not
Definition
Objective of Evaluation
Term
to ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision
Definition
Purpose of Knowledge Management
Term
to enable organizations to improve the quality of management decision making by ensuring that reliable and secure information and data is available throughout the service lifecycle
Definition
Goal of Knowledge Management
Term
Enabling the service provider to be more efficient and improve quality of service, increase satisfaction and reduce the cost of service
Definition
Objective of Knowledge Management
Term
Ensuring staff have a clear and common understanding of the value that their service provide to customers and the ways in which benefits are realized from the use of those services
Definition
Objective of Knowledge Management
Term
* Ensuring that, at a given time and location, service provider staff have adequate information on:
o Who is currently using their services
o The current states of consumption
o Service delivery constraints
o Difficulties faced by the customer in fully realizing the benefits expected from the service
Definition
Objective of Knowledge Management
Term
Establish a sense of urgency
Definition
Step 1 of the 8 step change model
Term
Create a guiding coalition
Definition
Step 2 of the 8 step change model
Term
Develop a vision and strategy
Definition
Step 3 of the 8 step change model
Term
Communicate the change vision
Definition
Step 4 of the 8 step change model
Term
Empower broad based action
Definition
Step 5 of the 8 step change model
Term
Create short term wins
Definition
Step 6 of the 8 step change model
Term
Consolidate gains / produce more change
Definition
Step 7 of the 8 step change model
Term
Anchor new approaches in the culture
Definition
Step 8 of the 8 step change model
Term
Enabling almost every business process and service in IT, resulting in a large customer and stakeholder group that is involved and impacted by service transition
Definition
Challenge of Service Transition
Term
Managing many contacts, interfaces and relationships through service transition, including a variety of different customers, users, programmes, projects, suppliers, and partners
Definition
Challenge of Service Transition
Term
There being little harmonization and integration of the processes and disciplines that impact service transition, e.g. finance, engineering, human resource management
Definition
Challenge of Service Transition
Term
There being inherent differences among the legacy systems, new technology and human elements that result in unknown dependencies and are risky to change
Definition
Challenge of Service Transition
Term
Achieving a balance between pragmatism and bureaucracy
Definition
Challenge of Service Transition
Term
Creating an environment that fosters standardization, simplification and knowledge sharing
Definition
Challenge of Service Transition
Term
Being an enabler of business change and, therefore, an integral component of the business change programmes
Definition
Challenge of Service Transition
Term
Establishing leaders to champion the changes and improvements
Definition
Challenge of Service Transition
Term
Establishing ‘who is doing what, when and where’ and ‘who should be doing what, when and where’
Definition
Challenge of Service Transition
Term
Developing a culture that encourages people to collaborate and work effectively together and an atmosphere that fosters the cultural shifts necessary to get buy-in from people
Definition
Challenge of Service Transition
Term
Developing standard performance measures and measurement methods across projects and suppliers
Definition
Challenge of Service Transition
Term
Ensuring that the quality of delivery and support matches the business use of technology
Definition
Challenge of Service Transition
Term
Ensuring that the service transition time and budget is not impacted by events earlier in the service lifecycle (e.g. budget cuts)
Definition
Challenge of Service Transition
Term
Understanding the different stakeholder perspectives that underpin effective risk management within an organization
Definition
Challenge of Service Transition
Term
Understanding, and being able to assess, the balance between managing risk and taking risks as it affects the overall strategy of the organization and potential mismatch between project risks and business risk
Definition
Challenge of Service Transition
Term
Evaluating the effectiveness of reporting in relation to risk management and corporate governance
Definition
Challenge of Service Transition
Term
Understanding and managing the different stakeholder perspectives that underpin effective risk management within an organization and establishing and maintain stakeholder buy-in and commitment
Definition
Critical success factor for Service Transition
Term
Maintaining the contacts and managing all the relationships during service transition
Definition
Critical success factor for Service Transition
Term
Integrating with the other service lifecycle stages, processes and disciplines that impact Service Transition
Definition
Critical success factor for Service Transition
Term
Understanding the inherent dependencies among the legacy systems, new technology and human elements that result in unknown dependencies and are risky to change
Definition
Critical success factor for Service Transition
Term
Automating processes to eliminate errors and reduce the cycle time
Definition
Critical success factor for Service Transition
Term
Creating and maintaining new and updated knowledge in a form that people can find and use
Definition
Critical success factor for Service Transition
Term
Developing good-quality systems, tools, processes, and procedures required to manage a service transition practice
Definition
Critical success factor for Service Transition
Term
Good service management and IT infrastructure tools and technology
Definition
Critical success factor for Service Transition
Term
Being able to appreciate and exploit the cultural and political environment
Definition
Critical success factor for Service Transition
Term
Being able to understand the service and technical configurations and their dependencies
Definition
Critical success factor for Service Transition
Term
Developing a thorough grasp of the hard factors (processes and procedures) and soft (skills and competencies) factors required to manage a service transition practice
Definition
Critical success factor for Service Transition
Term
Developing a workforce with the right knowledge and skills, appropriate training and the right service culture
Definition
Critical success factor for Service Transition
Term
Defining clear accountabilities, roles and responsibilities
Definition
Critical success factor for Service Transition
Term
Establishing a culture that enables knowledge to be shared freely and willingly
Definition
Critical success factor for Service Transition
Term
Demonstrating improved cycle time to deliver change and less variation in time, cost and quality predictions during and after transition
Definition
Critical success factor for Service Transition
Term
Demonstrating improved customer and user satisfaction ratings during service transition
Definition
Critical success factor for Service Transition
Term
Demonstrating that the benefits of establishing and improving the service transition practice and processes outweigh the costs (across the organization and services)
Definition
Critical success factor for Service Transition
Term
Being able to communicate the organization’s attitude to risk and approach to risk management more effectively during service transition activities
Definition
Critical success factor for Service Transition
Term
Building a thorough understanding of risks that have impacted or may impact successful service transition of service in the service portfolio
Definition
Critical success factor for Service Transition
Term
Change in accountabilities, responsibilities, and practices of existing projects that de-motivate the workforce
Definition
Risks of implementing Service Transition
Term
Alienation of some key support and operations staff
Definition
Risks of implementing Service Transition
Term
Additional unplanned costs to services in transition
Definition
Risks of implementing Service Transition
Term
Resistance to change and circumvention of the processes due to perceived bureaucracy
Definition
Risks of implementing Service Transition
Term
Excessive costs to the business due to overly risk-averse service transition plans
Definition
Risks of implementing Service Transition
Term
Knowledge sharing (as the wrong people may have access to information)
Definition
Risks of implementing Service Transition
Term
Lack of maturity and integration of systems and tools resulting in people ‘blaming’ technology for other shortcomings
Definition
Risks of implementing Service Transition
Term
Poor integration between the processes – causing process isolation and a silo approach to delivering ITSM
Definition
Risks of implementing Service Transition
Term
Loss of productive hours, higher costs, loss of revenue or perhaps even business failure as a result of poor service transition processes
Definition
Risks of implementing Service Transition
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