Design, Transition, Control and Resolution: Control Processes and Resolution Processes
Über den Vortrag
Der Vortrag „Design, Transition, Control and Resolution: Control Processes and Resolution Processes“ von IT Training Zone ist Bestandteil des Kurses „ITIL® Service Management according to ISO/IEC 20000“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Introduction
- Change management
- Release and deployment
- Incident & service request
- Exercise – resolution processes
Quiz zum Vortrag
Which of these is NOT a key requirement for configuration management?
- Incidents shall be recorded
- CIs shall be identified with a unique identifier
- The CMDB shall be audited regularly
- Relationships between CIs shall be recorded
The ITIL framework suggests having a Definitive Media Library. How is this expressed by ISO 20000?
- Master copies of CIs shall be securely stored
- Software shall be audited
- Ensuring software relationships are captured
- Ensuring software CIs are recorded in the CMDB
Which of these would NOT be classified as a major change?
- A replacement of a non-service affecting CI
- Removal of a service
- Transfer of a service from a service provider to a customer
- Transfer of a service from a service provider to another party
Which of these are key elements of change management?
- There shall be a definition of an emergency change
- CIs shall be base-lined before a release
- Neither
Which of these represents the approach to be taken to communicate the timing for an RFC?
- A schedule of approved changes and their deployment dates shall be communicated
- Requests for change shall be recorded by the business
- Requests for change are communicated weekly
- Requests for change are communicated through the CAB minutes
Which of these is a key element required for the release and deployment process?
- The release shall be verified against the acceptance criteria prior to deployment
- CIs will be identified
- A schedule of approved changes and their deployment dates shall be communicated
- The CMDB will be audited for accuracy
Which of these is NOT a key requirement for incident management?
- Root cause analysis shall be carried out
- Incidents shall be recorded
- Incidents shall be prioritised
- Incident records shall be updated
What should be considered when prioritising an incident?
- Impact and urgency to the business
- Only the cost involved in fixing the incident
- The importance of the person reporting the incident
- Numbers of people affected
How is a major incident defined?
- By agreement between the service provider and the customer
- By the customer
- By the stakeholder
- According to a contract
Which of these are key elements of problem management?
- Data shall be analysed to identify trends
- Known errors shall be recorded
- Neither
Which of these represents the approach to be taken to if a permanent fix is not achieved?
- A workaround shall be found
- The original incident shall be closed and a new one raised
- The problem record shall be closed
- A request for change shall be raised
Dozent des Vortrages Design, Transition, Control and Resolution: Control Processes and Resolution Processes
IT Training Zone
IT Training Zone is a privately owned company which concentrates on the global delivery of fully accredited online ITIL training. They offer precisely managed course production and delivery and provide flexible, anytime / anyplace access to accredited courseware - backed by knowledgeable and friendly ITIL Expert tutors and support staff.Kundenrezensionen
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