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homework worksheet

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    homework worksheet homework worksheet Document Transcript

    • ITIL – Service Desk Questions • Who is involved in this process? Roles? • What are the activities of this process? Goal of Process • What data is required to document the activities of this process? To provide a single point of • What information links would you want to contact for customers and create to other systems and for what end-users, and an purpose? operational single point of • What types of reports will be generated contact for managing from the database? incidents to resolution • How will the database be populated? • What is necessary to ensure that the database remains up-to-date? 1 Applicable terms: • Call Center • Help Desk • Service Desk (Expert, Skilled, Unskilled) • Single Point of Contact (SPOC) Activities: • Receiving calls, first-line customer liaison • Recording and tracking of disruptions and requests • Initial assessment, attempting to resolve or escalate, based on agreed service levels • Monitoring escalation procedures • Managing the request lifecycle, including closure • Communication • Providing recommendations for service improvement • Highlighting customer training and education needs • Contributing to identification of recurring disruptions or requests
    • ITIL – Configuration Management Questions • Who is involved in this process? Roles? • Define scope of database Goal of Process • Define level of detail. Which CI attributes To identify, record, and are relevant? report on all IT components • What is involved in status monitoring of CIs? What is status history used for? that are under the control • What types of reports will be generated and scope of Configuration from the database? Management • How will the database be populated? • What is necessary to ensure that the database remains up-to-date? 2 Applicable terms: • Infrastructure • CMDB • Configuration Item • Baseline • Assets • Asset Management • Scope • CI Level • Attributes • Relationships Activities: • Planning • Identification • Control • Status accounting • Verification and audit
    • ITIL – Incident Management Questions • Who is involved in this process? Roles? • What incident information is relevant to an incident call? Give examples of categories Goal of Process and priorities. • What is the escalation path and who is To restore normal service involved if the Service Desk cannot solve a operation as quickly as problem at the first point of contact? possible and minimize the • What information links would you want to create to other systems and for what adverse impact on business purpose? operations • What types of reports will be generated from the database? • How will the database be populated? • What is necessary to ensure that the database remains up-to-date? 3 Applicable terms: • Incident • Service Request • Workflow Position • Workload Activities: • Detection and recording • Classification and initial support • Prioritization (impact and urgency) • Investigation and diagnosis • Resolution and recovery • Closure • Ownership, monitoring, tracking, and communications
    • ITIL – Change Management Questions • Who is involved in this process? Roles? • What are the activities of this process? Goal of Process • What data is required to document the activities of this process? To ensure that standardized methods and procedures are used • What information links would you want to for efficient and prompt handling create to other systems and for what of all changes to minimize the purpose? impact of change-related • What types of reports will be generated incidents and improve day-to-day from the database? operations • How will the database be populated? • What is necessary to ensure that the database remains up-to-date? 4 Applicable terms: • Change • Request for Change • Change Manager & Minor Changes • Change Advisory Board & Significant Changes • Management Board & Major Changes • CAB Emergency Committee • Standard Change (Pre-approved) • Forward Schedule of Changes • Projected Service Availability Activities: • Change logging and filtering • Allocation of priorities • Change categorization • Impact and resource assessment • Change approval • Change scheduling • Coordination of building, testing, and implementing • Change review / post implementation review
    • ITIL – Release Management Questions • Who is involved in this process? Roles? • What are the activities of this process? Goal of Process • What steps are needed to add, modify, or delete a CI from the IT infrastructure? To ensure that all aspects of • What data is required to document the a release, both technical and activities of this process? non-technical, are • What information links would you want to considered together by create to other systems and for what taking a holistic view of purpose? change to an IT service • What types of reports will be generated from the database? • How will the database be populated? • What is necessary to ensure that the database remains up-to-date? 5 Applicable terms: • Release (Delta, Full, Package, Emergency) • Definitive Software Library • Definitive Hardware Store • Version • Release Unit • Release Policy Activities: • Release policy • Release planning • Designing, building, and configuring a release • Testing • Release acceptance • Rollout planning • Communication, preparation, and training • Distribution and installation
    • ITIL – Problem Management Questions • Who is involved in this process? Roles? • What are the activities of this process? Goal of Process • What data is required to document the To minimize the adverse impacts activities of this process? of incidents and problems on the business caused by error in the IT • What information links would you want to infrastructure; prevent recurrence create to other systems and for what of incidents related to these purpose? errors; and seek to get to the root • What types of reports will be generated cause and initiate action to from the database? remove the error • How will the database be populated? • What is necessary to ensure that the database remains up-to-date? 6 Applicable terms: • Problem • Known error • Workaround Activities: • Reactive Problem Management • Problem control • Error control • Proactive Problem Management