ITILv4 at Beuth Hochschule Für Technik | Flashcards & Summaries

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Standard change

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A low-risk, pre-authorized change that is well understood and fully documented, and which can be
implemented without needing additional authorization.

Examples of standard changes include:

● fulfilment of a service request
● maintenance of infrastructure
● routine testing of contingency measures
● routine software updates.


Change authority

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(10277) What is the purpose of the "release management" practice?
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Making new and changed services and features available for use
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Emergency change

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A change that must be introduced as soon as possible.

Two important considerations regarding emergency changes:
● ‘Emergency’ does not mean ‘no rules or control’. Emergency changes can be standardized and
automated. This can accelerate them without compromising control. Emergency does not always
mean completely unpredictable and unknown.
● Some emergency changes do deal with unpredictable and unknown situations. They may need
fast implementation of the best available solution without sufficient information or time for
testing. This applies to situations where the cost of delay is equal to or higher than the risks
associated with unsuccessful change.

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Change authority

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A person or group responsible for authorizing a change.

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What is - a phase in problem management?

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*Problem identification

*Problem control

*Error control


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Problem management involves three distinct phases: problem identification, problem control, and error control.

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(10220) How does "Service request management" contribute to the "improve" value chain activity?
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IT analyzes data to identify opportunities to provide new service request options
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Key message of "change"

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The purpose of the change enablement practice is to maximize the number of successful
service and product changes by ensuring that risks have been properly assessed, authorizing
changes to proceed, and managing the change schedule.

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How does 'service request management' contribute to the 'improve' value chain activity?

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It analyzes data to identify opportunities to provide new service request options


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This is the 'improve' activity. Improve includes the analysis of data to identify opportunities to provide new service request options.

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Which of these are a key focus of the ‘partners and suppliers’ dimension?

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* Roles and responsibilities

* contracts and agreements

* security and agreements


Erklärung

The ‘partners and suppliers’ dimension focuses on the organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. This also incorporates contracts and other agreements between the organization and its partners or suppliers.

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Which guiding principle is most affected by the customer experience (CX)?

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focus on value


Erklärung

The customer experience (CX) is an important element of value. The customer experience must be actively managed. The service provider must know how service consumers use each service and understand the entirety of the interactions that a customer has with an organization and its products to fully understand the customer experience. This is mainly identified and explored through a 'focus on value'.

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How does 'service level management' contribute to the 'plan' value chain activity?

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Provides information about the actual service performance and trends.


Erklärung

The 'plan' activity in the service level management practice supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends.

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Key message "change enablement"

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The change enablement practice should include approaches to situations of different complexity
and predictability. These approaches may include:
● standard changes
● changes planned and controlled based on expert analysis of the situation
● changes planned based on multiple safe-to-fail experiments
● emergency changes implemented without sufficient assessment and planning.
The first three approaches are applicable in all types of situations in business, from business as
usual to catastrophic disasters. The last approach applies to chaotic situations where the cost
of delay is higher than the cost of a wrong action.
Standardization and automation can be hugely beneficial for this practice, because they
allow for significantly accelerated change while retaining sufficient control. This is the
recommended method of change enablement for digital resources, products, and services.
Decreasing the size of changes can increase the effectiveness and throughput of the practice
while decreasing the level of risk. Size should be an important consideration for organizations’
change models.

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Q:

Standard change

A:

A low-risk, pre-authorized change that is well understood and fully documented, and which can be
implemented without needing additional authorization.

Examples of standard changes include:

● fulfilment of a service request
● maintenance of infrastructure
● routine testing of contingency measures
● routine software updates.


Change authority

Q:
(10277) What is the purpose of the "release management" practice?
A:
Making new and changed services and features available for use
Q:

Emergency change

A:

A change that must be introduced as soon as possible.

Two important considerations regarding emergency changes:
● ‘Emergency’ does not mean ‘no rules or control’. Emergency changes can be standardized and
automated. This can accelerate them without compromising control. Emergency does not always
mean completely unpredictable and unknown.
● Some emergency changes do deal with unpredictable and unknown situations. They may need
fast implementation of the best available solution without sufficient information or time for
testing. This applies to situations where the cost of delay is equal to or higher than the risks
associated with unsuccessful change.

Q:

Change authority

A:

A person or group responsible for authorizing a change.

Q:

What is - a phase in problem management?

A:

*Problem identification

*Problem control

*Error control


Erklärung

Problem management involves three distinct phases: problem identification, problem control, and error control.

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Q:
(10220) How does "Service request management" contribute to the "improve" value chain activity?
A:
IT analyzes data to identify opportunities to provide new service request options
Q:

Key message of "change"

A:

The purpose of the change enablement practice is to maximize the number of successful
service and product changes by ensuring that risks have been properly assessed, authorizing
changes to proceed, and managing the change schedule.

Q:

How does 'service request management' contribute to the 'improve' value chain activity?

A:

It analyzes data to identify opportunities to provide new service request options


Erklärung

This is the 'improve' activity. Improve includes the analysis of data to identify opportunities to provide new service request options.

Q:

Which of these are a key focus of the ‘partners and suppliers’ dimension?

A:

* Roles and responsibilities

* contracts and agreements

* security and agreements


Erklärung

The ‘partners and suppliers’ dimension focuses on the organization's relationships with other organizations that are involved in the design, development, deployment, delivery, support, and/or continual improvement of services. This also incorporates contracts and other agreements between the organization and its partners or suppliers.

Q:

Which guiding principle is most affected by the customer experience (CX)?

A:

focus on value


Erklärung

The customer experience (CX) is an important element of value. The customer experience must be actively managed. The service provider must know how service consumers use each service and understand the entirety of the interactions that a customer has with an organization and its products to fully understand the customer experience. This is mainly identified and explored through a 'focus on value'.

Q:

How does 'service level management' contribute to the 'plan' value chain activity?

A:


Provides information about the actual service performance and trends.


Erklärung

The 'plan' activity in the service level management practice supports planning of the product and service portfolio and service offerings with information about the actual service performance and trends.

Q:

Key message "change enablement"

A:

The change enablement practice should include approaches to situations of different complexity
and predictability. These approaches may include:
● standard changes
● changes planned and controlled based on expert analysis of the situation
● changes planned based on multiple safe-to-fail experiments
● emergency changes implemented without sufficient assessment and planning.
The first three approaches are applicable in all types of situations in business, from business as
usual to catastrophic disasters. The last approach applies to chaotic situations where the cost
of delay is higher than the cost of a wrong action.
Standardization and automation can be hugely beneficial for this practice, because they
allow for significantly accelerated change while retaining sufficient control. This is the
recommended method of change enablement for digital resources, products, and services.
Decreasing the size of changes can increase the effectiveness and throughput of the practice
while decreasing the level of risk. Size should be an important consideration for organizations’
change models.

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