11242454
Description
Flashcards by Curtis Cadwallader, updated more than 1 year ago
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Created by Curtis Cadwallader
over 7 years ago
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| Question | Answer |
| What are the 7 R's of Change Management? | 1) Who requested the change? 2) Why? 3) Beneficial Outcome? 4) Risks? 5) Resources? 6) Roles & Responsibilities 7) Related to other changes? |
| How is Change Prioritization determined? | Based on Impact, Urgency, and other organizational factors |
| What is Change Remediation Planning? | What should be done if a change is not successful |
| What are Change Remediation options? | 1) Backing out the change 2) Alternatives |
| What are best practice methods for assessing Change Management effectiveness? | 1) # of RFCs approved or rejected 2) # and % of successful changes 3) # of Emergency Changes 4) # of changes awaiting implementation 5) # of changes implemented 6) Change bottlenecks 7) Business impact 8) Change Frequency |
| What is the purpose of Release and Deployment Management? | To plan, schedule, and control the build, test, and deployment of releases, and to deliver new functionality to the business while protecting the integrity of existing services. |
| What is the scope of Release and Deployment Management? | - The processes, systems, and functions needed to package, build, test, and deploy a release into live use, establish the service specified in the service design package, and formally hand the service over to the service operation function - The scope includes all configuration items required to implement a release |
| What are the Objectives of Release Management? | 1) Deploy release packages 2) Manage release packages 3) Communicate to Stakeholders 4) Manage & correct risks & issues 5) Enable knowledge transfer 6) Enable Operations to deliver the service in accordance with SLAs |
| What are common release approaches? | 1) Big Bang 2) Phased Approach 3) Push Approach 4) Pull Approach 5) Automated 6) Manual |
| What are the Release and Deployment Management Activities? | 1) Release Planning 2) Build and Test 3) Prepare for Deployment 4) Perform Transfer |
| What is the Release and Deployment Management Lifecycle? | 1) Authorize release planning 2) Authorize build & test 3) Authorize check-in to DML 4) Authorize deploy/transfer/retire 5) Post Implementation Review |
| What is the purpose of Knowledge Management? | - To share perspectives, ideas, experience, and information; to ensure these are available in the right place at the right time to enable informed decisions; and to improve the efficiency by reducing the need to rediscover knowledge. |
| What are the Objectives of Knowledge Management? | 1) Improve the quality of management decisions 2) Improve efficiency and quality of service 3) Ensure staff understand the value their services provide and customer benefits 4) Gather, store, and share knowledge throughout the organization |
| What is DIKW? | Data -> Information -> Knowledge -> Wisdom |
| Term: Logical Model | Combination of CIs and their relationships |
| Term: Baseline | Configuration of services, products, and infrastructure reviewed and agreed to |
| Term: CMDB | Configuration Management Database - it holds CI records |
| Term: DML | Definitive Media Library - contains original software and media CIs |
| Term: Model | Predefined steps that automate process workflow |
| What are the Service Transition Processes? | 1) Change Management 2) Service Asset and Configuration Management 3) Release and Deployment Management 4) Service Validation and Testing 5) Knowledge Management |
| What are the Objectives of Service Transition? | 1) To develop clear and comprehensive plans 2) Minimize negative impacts 3) Increase value and use of new services 4) Increase customer satisfaction 5) Plan and manage resources effectively |
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