Which statement most accurately describes the value to the Business of effective Service Transition?
A) Effective Service Transition can significantly improve a Service Provider’s ability to identify market spaces, and the Service Provider’s responses to those business needs. Market spaces provide the Service Provider with the opportunity for exploitation, enable value creation and return on investment.
B) Effective Service Transition can significantly improve a Service Provider’s ability to handle high volumes of change and releases across its Customer base, in a controlled manner, ensuring no services are introduced unchecked into the live production environment.
C) Effective Service Transition ensures significant interaction between Service Design and Service Operation Lifecycle stages. Service Transition’s main role is the scheduling and carrying out of operational maintenance activities that have the least possible impact on the Business.
D) Effective Service Transition ensures the financial viability of each Market space IT wishes to consider supplying services to. Each Market space (or opportunity) carries risk and Service Transition ensures the risks are commensurate with the return on investment (ROI) required.
Which statement most accurately describes the scope of Service Transition?
A) The scope of Service Transition includes the design of service solutions to meet customer requirements, identification of appropriate service packages to meet differing Customer requirements and the support of these services in the live, production environment
B) The scope of Service Transition includes the control of the Service Pipeline (conceptual services), the service catalogue and maintaining information on retired services. Service Transition also includes the build, test, deployment and support of Services in the live environment
C) The scope of Service Transition includes the management and coordination of the processes, systems and functions to package, build test and deploy a release into production and establish the service specified in the Customer and Stakeholder requirements
D) The scope of Service Transition includes guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the Customer and the Service Provider. Service Transition is the realisation of strategic objectives, therefore making it a crucial capability.
The Purpose of the Change Evaluation Process is to;
A) Provide a consistent and standardised means of determining the performance of a Service change in the context of existing and proposed Services and IT Infrastructure. The actual performance of a change is assessed against its predicted performance and any deviations between the two are understood and managed.
B) Provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Change Evaluation also plays an important role in the design, testing, release and improvement of IT Services. Change Evaluation also approves or rejects requests for change, ensuring no change is approved without a viable remediation plan, which, as far as possible, should be tested.
C) Change Evaluation will also, after carrying out prerequisite checks, grant users the rights to use a Service, whilst restricting access to non-authorised users. This activity is based on being able to correctly identify authorised users and then manage their ability to access Services as required during different stages of their HR or contractual lifecycle.
D) Change Evaluation is the primary point of contact between IT and its users for Service disruptions, Service requests, some categories of change or requests for information. Change Evaluation also acts as a point of coordination for IT support groups, when escalation occurs due to loss of Service. The process also sees user satisfaction as critical.
How do we justify the cost of Service Transition?
A) This is a Capital (one-off) cost, so there are no on-going expenses
B) We must introduce Service Transition to keep pace with our competitors
C) The oganisation must be fully compliant to create value
D) Cost of failed changes, re-work, cost of actual Transition against budget and errors found in the live environment that could have been detected during test transition
The purpose of the Transition Planning and Support process is…
A) To plan appropriate capacity and resources to package a release, build, test, deploy and establish the new or changed Service into the live production environment.
B) To define and maintain an Organisation’s perspective, position, plans and patterns with regard to its Services and management of those Services. As a management process, Transition Planning and Support has to articulate how a Service Provider will enable an Organisation to achieve its Business outcomes.
C) To ensure the goals and objectives of the Service Design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the Service Lifecycle
D) To provide and maintain a single source of consistent information on all operational Services and those being prepared to be run operationally, and ensure that it is widely available to those who are authorised to access it
The purpose of Change Management is;
A) To identify, control, record, report, audit and verify Service Assets and Configuration items, including versions, baselines, constituent components, their attributes and relationships.
Account for, manage and protect the integrity of Service Assets and Configuration Items by ensuring that only authorised components are used and only authorised changes are made. Protect the Integrity of Service Assets and Configuration Items. Ensure the integrity of the assets and configurations required to control the services and IT Infrastructure by establishing and maintaining an accurate and complete Configuration Management system (CMS).
B) To ensure that all current and planned IT Services are delivered to agreed achievable targets. This is accomplished through a constant cycle of negotiating, agreeing, monitoring, reporting on and reviewing IT Service targets and achievements, and through instigation of actions to correct or improve the level of Service delivered.
C) To ensure the level of Availability delivered in all IT Services meets the agreed Availability needs and/or Service Level targets in a cost-effective and timely manner. Availability Management is concerned with meeting both the current and future Availability needs of the Business. Availability Management defines, analyses, plans, measures and improves all aspects of the Availability of IT Services.
D) To ensure standardised methods and procedures are used for efficient and prompt handling of all changes, that all changes to Service Assets and Configuration Items are recorded in the Configuration Management System and that overall Business risk is minimised.
The purpose of Service Asset and Configuration Management is;
A) To ensure that the Capacity of IT Services and the IT Infrastructure meets the agreed Capacity and performance-related requirements in a cost-effective and timely manner. Capacity Management is concerned with meeting both the current and future Capacity and performance needs of the Business
B) To identify, control, record, report, audit and verify Service Assets and Configuration items, including versions, baselines, constituent components, their attributes and relationships.
Account for, manage and protect the integrity of Service Assets and Configuration Items by ensuring that only authorised components are used and only authorised changes are made. Protect the Integrity of Service Assets and Configuration Items.
C) To establish and maintain a Business relationship between the Service Provider and the Customer based on understanding the Customer and their Business needs. To identify Customer needs and ensure that the Service Provider is able to meet these needs as the Business needs change over time and between circumstances. Service Asset and Configuration Management ensures that the Service Provider understands these changing needs.
D) To understand, anticipate and influence Customer demand for Services and to work with Capacity Management to ensure the Service Provider has Capacity to meet this demand. The process works at every stage of the lifecycle to ensure Services are designed, tested and delivered to support the achievement of Business outcomes at the appropriate levels of activity
How do we make Service Transition into a reality? One approach would be to use the CSI Approach technique, but what are the correct steps?
A) What’s the desired end state? – How do we get there? – Did we get there? – What are our target deliverables? – How do we measure success or failure? – How do we keep the momentum going?
B) What’s the plan? – What’s the scope? – What’s the budget? – How many resources do we have? – What are the prerequisites that define success? – What are our targets?
C) Where are we now?– What’s the vision? – What’s our timescales? – Where are our resources? – What are our present capabilities? – How do we get there?
D) What’s the vision? – Where are we now? – Where do we want to be? – How do we get there? – Did we get there? – How do we keep the momentum going?
The purpose of Knowledge Management is to;
A) Detect events, make sense of them and determine the appropriate control action. The process is therefore the basis for Operational monitoring and control. These events can also be used as a basis for automating many routine operations management activities. Knowledge Management derives its knowledge from these events.
B) Restore normal Service as quickly as possible and minimise the adverse impact on Business operations, thus ensuring that the best possible levels of Service quality and availability are maintained. Normal Service operation is defined as service operation within SLA limits.
C) Ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decisions. Knowledge Management is a lifecycle-wide process that is relevant to all lifecycle stages. Knowledge Management includes oversight of the management of the knowledge, the information and data from which that knowledge derives.
D) Manage the Lifecycle of all problems. The primary objective of the process is to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimise the impact of incidents that cannot be prevented. Knowledge Management seeks to root out and eliminate possible causes of service disruption, learn from them and seeks to provide better Service as a result.
The Purpose of the Release and Deployment Management Process is to;
A) Support the overall Business Continuity Management process by ensuring that, by managing the risks that could seriously affect IT Services during Release and Deployment activities, the IT Service Provider can always provide minimum agreed Business Continuity-related Service Levels.
B) Align IT security with Business Security and ensure that the confidentiality, integrity and availability of the Organisations assets, information, data and IT Services always matches the agreed needs of the Business during Release and Deployment activities
C) Define and agree release and deployment plans with Customers and Stakeholders. Ensure each Release Package consists of a set of related assets and Service components that are compatible with each other. Ensure the integrity of the release package is maintained throughout transition activities, and recorded accurately in the CMS. Ensure all release packages can be tracked, installed, tested, verified, and/or backed out if appropriate. Manage Organisational and Stakeholder change.
D) Obtain value for money from Suppliers involved in Release and Deployment activities on behalf of the Organisation, and to provide seamless quality of IT Services to the Business, by ensuring that all contracts and agreements with Suppliers support the needs of the Business, and all Suppliers meet their contractual commitments. Release and Deployment also ensures all releases are guaranteed to succeed.
What are Services? Are they…
A) A means of delivering value by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks.
B) A bundle of service assets utilised by IT in creating services that the Customers require to enable the achievement of desired outcomes.
C) Services are identified and utilised by IT, and enable, via discussions with Customers, which of these would prove beneficial for them to use
D) Services relate to the use of resources in the creation of value in helping Customers to define the value on investment (VOI) that the services provide.
The purpose of Service Validation and Testing is to;
A) Liaise with Business Stakeholders to define Service requirements, and compile a list of suitable attributes to meet the needs of each Business unit. These needs will be documented within a Service Level Requirement (SLR) document, and form the basis of the requirements, allowing Service Validation and Testing to use these requirements as guidance and to validate the base build.
B) Design, build, test, implement and support the new or enhanced functionality in the live production environment, planning upgrades, and attending Service review meetings. Service Validation and testing also identifies and documents the appropriate tests, which condition to run them under and the expected results. Service Validation and Testing can then compare results achieved against the predicted results, and notify Stakeholders when deviations occur.
C) Plan and implement a structured validation and test process that provides objective evidence that the new or changed Service will support the Customer’s Business and Stakeholder requirements, including the agreed Service levels. Quality assure a release, its constituent components, the resultant Service and Service Capability delivered by a release. Identify, assess and address issues, errors and risks throughout Service Transition.
D) Coordinate and carry out the activities and processes required to deliver and manage Services at agreed levels to Business users and Customers. Service Validation and Testing is also responsible for the ongoing management of the technology that is used to deliver and support Services. The scope includes the Services themselves and the Service Management processes, technology and people.
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