1. ITIL® OSA - Operational Support and Analysis

Technology and Implementation: CSFs and Risks, Planning & Implementing ITSM Tools by IT Training Zone

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About the Lecture

The lecture Technology and Implementation: CSFs and Risks, Planning & Implementing ITSM Tools by IT Training Zone is from the course ITIL® OSA - Operational Support and Analysis . It contains the following chapters:

  • Lesson Contents
  • ST Challenges
  • Exercise – SO Challenges
  • SO Risks
  • Planning & Implementation

Included Quiz Questions

  1. Immaturity of operational processes may affect all processes in Service Design
  2. Service Design has no risk relationship with Service Operation
  3. Service Strategy and Service Design define the risks in Service Operation
  4. Service Operation provides no risks for the Service Design processes
  1. Something that must happen if a process or IT service is to succeed
  2. Critical business information about service outages
  3. Measurement of customer success in utilising the services
  4. Successful implementation of a configuration item
  1. Good service management and IT infrastructure, tools and technology to support Service Transitio
  2. Defining clear accountabilities, roles and responsibilities
  3. Neither
  1. Restrictions on the critical success factors for Service Design
  2. Lack of understanding of stakeholder requirements through a transition
  3. Establishing clear roles and responsibilities
  4. Establish change leaders to champion the transition
  1. Challenges are events we need to address
  2. Risks are events that might happen
  3. Neither
  1. Business development
  2. Engagement with projects
  3. Managerial challenges
  4. Funding challenges
  1. Project Management integration with Design Coordination
  2. Project plans including engagement with Service Operation at the initiation stage
  3. Project management communicating to Service Operation
  4. Integration of project teams and development teams in service management improvement initiatives
  1. Leadership, funding and driving commitment
  2. Reduced outages, funding and driving commitment
  3. Higher first time fix rate, reduced outages and funding
  4. Improved customer satisfaction, reduced outages and higher first time fix rate
  1. Business staff should engage with new processes and procedures specified by Service Operation
  2. Business processes use the same change management process
  3. Business managers attend regular customer satisfaction reviews
  4. Business managers should engage in project review meetings
  1. Staff retention is a risk associated to Service Operation
  2. Staff resistance to changes in procedures is a risk related to Service Operation
  3. Neither
  1. Business processes
  2. Licencing
  3. Capacity
  4. Deployment
  1. Isolated
  2. Dedicated
  3. Web
  4. Shared
  1. Service management tools are often modular to meet differing organizational requirements
  2. Service management tools are always more expensive to deploy in a virtual environment
  3. Neither
  1. All users receive the software through the approach agreed and managed by Release and Deployment Management
  2. All users receive the software as part of a big bang release
  3. All users receive the software as part of a phased rollout
  4. All users receive the software as part of a refresh of desktop services
  1. Timing the deployment of a release of a service management tool is an important factor to consider
  2. Deployment of a service management tool should include consideration of the culture of the organisation
  3. Neither
  1. Availability, Capacity, Service Continuity and Security
  2. SLM, BRM, Availability and Capacity
  3. SLM, Availability, Change and Release and Deployment
  4. Change, Demand Management, Availability and Security
  1. Part of the planning and deployment should include the consideration of how to migrate existing data, if this is still required
  2. All data must always be transferred from the old tool to the new to maintain consistency
  3. There is no issue to consider when an existing tool exists
  4. The new tool should be populated with new data to avoid any integration issues
  1. Timing
  2. Support after go live
  3. Mechanism for delivery
  4. Costs for delivery
  5. None of them
  1. The SKMS integrates with or contains both the SMT and CMS, which are also integrated
  2. The CMS contains both the SKMS and the SMT
  3. The SMT contains the SKMS and integrates with the CMS
  4. The SMT is separate from an integrated SKMS and CMS
  1. The service management tool should enable and support the required process
  2. The service management tool should define and drive the processes in use
  3. Neither

Author of lecture Technology and Implementation: CSFs and Risks, Planning & Implementing ITSM Tools

IT Training Zone

IT Training Zone

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