Mountainview Itil Lifecycle Exam Prep Tool
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Transcript of Mountainview Itil Lifecycle Exam Prep Tool
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tainview Exam Preparation Tool
Use this tool to track your progress in preparing for the exam.
For each item rank how well you understand the subject or concept by answering this questio
"I understand this subject or concept very well and I can explain it"
Strongly agree
AgreeNot sure
Disagree
Strongly disagree
Enter your explanation in the form if you want to keep track.
ainview Copyright - www.mountainview-itsm.com
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Service Strategy
Subject Concepts
The 4 Ps of Strategy Strategy as a Perspective
Strategy as a Position
Strategy as a Plan
Service Providers Provider types
Choosing between types
Relative advantage of incumbancy
Defining Services Define the market & identify customers
Understand the customer
Quantify the outcomes
Classify and visualize the service
Understand the opportunities (market spaces)
Define services based on outcomes
Define service models
Define service units and packages
Customers and Services Internal & external customers
Business units as customers
Other organizations as customers
IT as an external service provider
Outcomes
Value
Utility and warranty
Strategies for customer satisfaction
Service Economics Return on investment (ROI)
Business impact analysis
Sourcing Strategy Deciding what to source
Sourcing structures
Multi-vendor sourcing
Service provider interfaces
Sourcing governance
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Service structures in the value network
Strategy Management for IT
Services
Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Service Portfolio Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performanceindicators
Challenges and risks
Financial Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Demand Management Purpose and objectives
Scope
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Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information ManagementCritical success factors and key performance
indicators
Challenges and risks
Methods, models, activities and techniques
Business Relationship
Management
Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Methods, models, activities and techniques
Governance, Architecture
and
Governance
Implementation Establishing and maintaining a service managementsystem
IT service strategy and the business
IT service strategy and enterprise architecture
IT service strategy and application development
Implementing service managemnt processes
Defining a vision and mission for implementation
Service management assessments
Organizing for Service
Strategy
Organizational development
Organizational departmentalization
Organizational design
Organizational culture
Functions
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Generic structure for IT service provider
Roles
Competence and Training
Technology Considerations Service Automation
Service Interfaces
Tools for Service Strategy
Implementing Service
Strategy
Implementation through the lifecycle
Following a lifecycle approach
Aligning Service Assets with customer outcomes
Impact of service strategy on other lifecycle stages
Continual improvement of service strategy
Challenges, Risks and CSFs Challenges
Risks
CSFs and KPIs
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Concept details Rank
1
Variety-based positioning 1
Needs-based positioning 1
Access-based positioning 1
Demand-based positioning 1
1
Type 1 (internal providers) 1
Type 11 (shared service providers) 1
Type 111 (external service provider) 1
1
1
Classifying services by archetypes and customer
assets
1
1
1
Asset based and utility based strategies 1
1
1
Cloud computing 1
Service packages 1
Cloud computing 1
Segmentation 1
Designing & transitioning service packages 1
1
1
1
1
1
1
Creating value 1
Value added and value realised 1
The Kano model 1
1
1
Pre-program ROI 1
Post program ROI 1
The business case 1
Net present value (NPV) 1Internal rate of return (IRR) 1
Types of cash-flow 1
1
1
1
1
1
1
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Value chains 1
Value networks 1
1
Business strategy 1
IT Strategy 1
ITSM Strategy 11
1
1
1
1
1
1
1
1
1
1
The Option Space Tool 1
Define 1
Analyse 1
Approve 1
Charter 1
1
1
1
1
1
1
1
1
Budgeting 1
IT accounting 1
Charging 1
Funding 1
Value 1
Complience 1
1
1
1
1
1
1
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1
1
Supply and demand 1
Patterns of business activity 1
1
1
11
1
1
1
1
1
1
Customer portfolio 1
Customer agreement portfolio 1
Customer satisfaction 1
Complaint handling 1
1
1
1
1
The governance framework 1
1
1
1
1
Types of service management implementation 1
1
Maturity based assessments 1
Go / no-go 1
Stage 1 - Network 1
Stage 2 - Directive 1
Stage 3 - Delegation 1
Stage 4 - Coordination 1
Stage 5 - Collaboration 1
Deciding on a structure 1
1
Organizational change 1
1
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1
RACI 1
Competence and skills framework 1
Training 1
Preparing for automation 1
1
Service analytics and instrumentation 1Characteristics of good service interfaces 1
Types of service technology encounters 1
Self-service channels 1
Technology-mediated service recovery 1
Simulation 1
Analytical models 1
1
Designing service strategy 1
Transitioning service strategy 1
Operating service strategy 1
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ountainview Copyright - www.mountainview-itsm.com
Explanation
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Service Design
Subject Concepts
Service Design Principles The 4 Ps of Service Design: people, processes,
products, partners
Designing service solutions
Designing management information systems and
tools
Designing technology and management
architectures
Designing processes
Designing measurement and metrics
Service design models
Design Coordination Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Service Catalogue Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Service Level Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
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Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Availability Management Purpose and objectivesScope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Capacity Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
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Challenges and risks
IT Service Continuity Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Information Security Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Supplier Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
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Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risksRequirements Engineering Different requirement types
Requirements for support
Requirements investigation techniques
Problems with requirements engineering
Documenting requirements
Requirements and outsourcing
Management of Data and
Information
Managing data assets
Scope of Data Management
Data Management and the Service Lifecycle
Valuing dataClassifying data
Setting data standards
Data ownership
Data migration
Data storage
Data capture
Data retrieval and usage
Data integrity and related issues
Management of Applications The Application Portfolio
Application frameworks
The need for CASE tools and technologies
Design of specific applications
Managing trade-offs
Typical design outputs
Design patterns
Developing individual applications
Consistent coding conventions
Templates and code generation
Embedded application instrumentation
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Major outputs from development
Organizing for Service Design Organizational development
Functions
Roles
RACI
Competence and training
Technology Considerations Service Design toolsService Management tools
Implementing Service Design Business Impact Analysis
Service Level Requirements
Risks to services and processes
Implementing Service Design
Measuring Service Design
Challenges, critical success factors and risks
Design Aspects Designing service solutions
Designing supporting systems, especially the
Service Portfolio
Designing technology architechtures
Designing processes
Design of measurement systems and metrics
Service Design Models Delivery model options
Design and development options
Design and development approaches
Challenges, Risks and CSFs Challenges
RisksCSFs and KPIs
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Details Rank
1
Service Design Package 1
1
1
1
1
1
1
Design coordination activities 1
1
Integration with project management 1
Design coordination activities 1
1
1
1
1
1
1
1
The business/customer service catalogue 1
The technical/supporting service catalogue 1
2 and 3 level views 1
1
1
1
1
1
1
1
1
Contracts and agreements 1
Service-based SLAs 1Customer-based SLAs 1
Multi-level SLAs 1
Designing SLA Frameworks 1
Service Level Agreements 1
Service Level Requirements 1
Underpinning contracts 1
Monitoring and reporting 1
Service reviews 1
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Reviewing and revising SLAs 1
1
1
1
1
11
1
Maintainability 1
Availability measurement 1
Vital business functions 1
Unavailability analysis 1
Expanded incident lifecycle 1
Service failure analysis 1
Requirements definition 1
Designing for Availability and Recovery 1
Component Failure Impact Analysis 1
Single Point of Failure Analysis 1
Fault tree analysis 1
Modelling 1
Risk Analysis and Management 1
Planned and Preventative Maintenance 1
Projected Service Outage document 1
1
1
1
1
1
1
1
Balancing costs against resources needed 1
Balancing supply against demand 1
Business Capacity Management 1
Service Capacity Management 1
Component Capacity Management 1
Underpinning activities of Capacity Management 1
Threshold management and control 1
Response time monitoring 1
Tuning 1
Demand Management in Capacity Management 1
Modelling and trending 1
1
1
1
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1
1
1
1
1
Stage 1 - Initiation 1Stage 2 - Requirements and Strategy 1
Business Impact Analysis 1
Risk Analysis 1
Service Continuity Strategy 1
ITSCM recovery options 1
Stage 3 - Implementation 1
Testing 1
Stage 4 - Ongoing Operation 1
1
1
1
1
1
1
1
Information Security Policy 1
Risk assessment in security 1
Information Security Management System (ISMS) 1
Security governance 1Security controls 1
Security framework 1
1
1
1
1
1
1
1
1
Underpinning contracts and agreements 1
Evaluation of new suppliers and contracts 1
Supplier categorization 1
Supplier and Contracts Management Information
System (SCMIS)
1
Establishing new suppliers and contracts 1
Supplier contract and performance management 1
Formal reviews 1
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Satisfaction surveys and benefits assessment 1
Contract renewal and termination 1
1
1
1
1Functional Requirements 1
Management and operational requirements 1
Usability requirements 1
Management and operational requirements 1
Usability requirements 1
Interviews 1
Workshops 1
Observation 1
Protocol Analysis 1
Shadowing 1
Scenario analysis 1
Prototyping 1
Requirements Catalogue 1
1
1
1
1
1
1
11
1
1
1
1
1
1
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1
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1
1
1
1
1
1Defining tool requirements 1
Tool selection 1
Implemetation considerations 1
Evaluation process and criteria 1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
11
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ountainview Copyright - www.mountainview-itsm.com
Explanation
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Service Transition
Subject Concepts
Service Transition Principles Define and implement a formal policy
Implementa all changes via service transition
Adopt a common framework and standards
Maximize re-use
Align with business needs
Establish and maintain rellationships
Provide systems for knowledge transfer and decision
support
Plan release packages
Plan metrics
Transition Planning and Support Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance indicators
Challenges and risks
Change Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance indicators
Challenges and risks
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Service Asset and Configuration Purpose and objectives
Management Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance indicators
Challenges and risks
Release and Deployment Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance indicators
Challenges and risks
Service Validation and Testing Purpose and objectives
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Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance indicators
Challenges and risks
Change Evaluation Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance indicators
Challenges and risksKnowledge Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities
Managing Communications and Communication during Service Transition
Commitment Communication Planning
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Methods of communication
Motivation and the importance of communication
Managing Organization and The emotional cycle of change
Stakeholder change Organization, roles and responsibilities
Service Transition's role in organizational change
Strategy and design for managing organizational
change
Planning and implementing organizational change
Organizational change products
Assessing organizational readiness for change
Monitoring progress of organizational change
Dealing with the organization and people in sourcing
changes
Methods, practices and techniques
Stakeholder Management Stakeholder management strategy
Stakeholder map and analysis
Changes in stakeholder commitment
Organizing for Service Transition Service Transition organization structures
Service Transition roles
RACI models
Technology Considerations Knowledge Management tools
CollaborationConfiguration Management system
Implementing Service Transition Justifying service transition
Designing service transition
Impact on existing projects
Cultural change aspects
Understanding Risk and value
An integrated approach
Implementing in a virtual or cloud environment
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Mountainview Copyright - www.mountainview-itsm.com
Details Rank Explanation
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1
1
1
1
1
1
1
1
1
1
1
Service Transition Policy 1
Release Policy 1
Transition Strategy1
Prepare for Service Transition 1
Planning and Coordinating Service Transition 1
Advice 1
Administration 1
Communication 1
Progress monitoring and reporting 1
1
1
1
1
1
1
1
Policies 1
Design and planning considerations 1
Types of Change Request 1
Change Process models and workflow 1
Standard changes 1
Remediation planning 1
Process flowcharts and descriptions 1Change Advisory Board 1
Emergency Changes 1
1
1
1
1
1
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1
1
1
Configuration Model 1
Configuration Items 1
Configuration Management System 1
Definitive Media Library 1Definitive spares 1
Configuration Baseline 1
Definitive spares 1
Configuration Baseline 1
Configuration Identification 1
Configuration Control 1
Status accounting and reporting 1
Verification and audit 1
Decommisioning assets 1
1
1
1
1
1
1
1
Release unit and release packages 1
Deployement options and considerations 1
Release and deployment models 1
Planning 1
Preparation for build, test and deployment 1
Build and test 1
Service testing and pilots 1
Plan and prepare for deployment 1
Perform transfer, deployment and retirement 1
Verify deployment 1
Early life support 1
Review and close a deployment 1
Review and close Service Transition 1
1
1
1
1
1
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1
1
Service Quality and Assurance 1
Policies 1
Test Strategy 1
Test models 1
Validation and testing perspectives 1Testing approaches and techniques 1
Types of testing 1
1
1
1
1
1
1
1
Understanding the intended effect of change 1
Understanding the unintended effect of
change
1
Evaluation of performance 1
Evaluation reports 1
1
1
1
11
1
1
Data-to-Information-to-Knowledge-to-
Wisdom Structure
1
The Service Knowledge Management System
(SKMS)
1
Knowledge Management strategy 1
Knowledge transfer 1
Data and information management 1
1
1
1
1
1
1
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1
1
1
1
1
1
1
J.P.Kotters's eight steps to transform your
organization
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
11
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1
1
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Service Operation
Subject Concepts
Service Operation Principles Providing business value
Achieveing balance in Service Operation
Providing good services
Event Management Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information ManagementCritical success factors and key performance
indicators
Challenges and risks
Incident Mangement Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Request Fulfilment Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
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Problem Mangement Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Access Management Purpose and objectives
Scope
Value to business
Policies, principles and basic conceptsProcess activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
Monitoring and Control Monitor Control Loops
The ITSM Monitor Control Loop
Defining what needs to be monitored
Internal and External Monitoring and control
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Defining objectives for monitoring and control
Types of monitoring
Reporting and action
Monitoring in test environments
Service Operation audits
Measurement, metrics and KPIsInterfaces to other Service Lifecycle practices
Common Operation Activities IT Operations
Mainframe management
Server management and support
Network management
Storage and archive
Database administration
Directory Services Management
Desktop and mobile device support
Middleware management
Improvement of operational activities
Operational Activities of
processes in
Change Management
other Lifecycle phases Configuration Management
Release and Deployment Management
Capcity Management
Availability Management
Knowledge Management
Financial Management
IT Service Continuity Management
Information Security Management and Service
Operation
Organizing for Service Operation Service Desk
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Technical Management
IT Operations Management
Application Management
Service Operation Roles
Service Operation Organization Structures
Technology Considerations Generic requirements
Event Management
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Incident Management
Request Fulfilment
Problem Management
Access Management
Service Desk
IT Service Continuity for ITSM Support tools
Implementiation of Service
Operation
Managing Change in Service Operation
Service Operation and Project Management
Assessing and managing risk in Service
Operation
Operational staff in Service Design and
Transition
Planning and implementing Service
Management technologies
Challenges, Risks and Critical Challenges in Service Operations
Success Factors Risks in Service operations
Service Operations CSFs
Communication in Service
Operation
Routine operational communication
Communication between shifts
Performance reportingCommunication in projects
Communication related to changes
Communication related to exceptions
Communication related to emergencies
Global communication
Communication with users and customers
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Details Rank
1
1
1
1
1
1
Types of event 1
Filtering of events 1
Instrumentation 1
Event detection and alert mechanisms 1
Identification of thresholds 1
Use of event rule sets and correlation engines 1
Response selection 1
1
1
1
1
1
1
1
1
Incident Models 1
Major Incidents 1
Process flowchart and descriptions 1
Incident prioritization and categorization
decisions
1
1
1
1
1
1
1
1
Request Models 1
Menu selection 1
Process flowchart and descriptions 1
Request prioritization and categorization
decisions
1
1
1
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1
1
Problem Models 1
Reactive and proactive Problem Management 1
Process flowchart and descriptions 1
Chronological Analysis 1
Pain Value Analysis 1
Kepner and Tregoe 1
Brainstorming 1
5-Whys 1
Fault isolation 1
Affinity mapping 1
Hypothesis testing 1
Ishikawa diagrams 1
Pareto Analysis 1
Major problem reviews 1
1
1
1
1
1
1
1
1Access requests 1
Identitification 1
Provide rights 1
Remove or restrict rights 1
Log and track rights 1
Services or service groups 1
Directory services 1
1
1
1
1
1
1
1
1
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1
1
1
1
11
Console Management / Operations Bridge 1
Job Scheduling 1
Backup and restore 1
Print and Output 1
Policing and reporting 1
Operational security control 1
Screening and vetting 1
Training and awareness 1
Documented policies and procedures 1
1
1
1
1
1
1
1
1
Automation of manual tasks 1
Reviewing makeshift activities or procedures 1
Operational audits 1
Communication 1
Education and training 1
1
1
1
1
1
1
1
1
1
Service Desk objectives 1
Service Desk organizational structure 1
Service Desk staffing 1
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Service Desk metrics 1
Outsourcing the Service Desk 1
Technical Management role 1
Technical Management objectives 1
Generic Technical Management activities 1
Technical Management organization 1
Technical Design and Techcnical maintenanceand support
1
Technical Management metrics 1
Technical Management documentation 1
IT Operations Management role 1
IT Operations Management objectives 1
IT Operations Management organization 1
Generic IT Operations Management activities 1
IT Operations Management metrics 1
IT Operations Management documentation 1
Application Management role 1
Application Management objectives 1
Application Management principles 1
Application Management Lifecycle 1
Generic Application Management activities 1
Application Management organization 1
Applciation Management roles and
responsibilities
1
Application Management metrics 1Application Management documentation 1
1
Organization by technical specialization 1
Organization by activity 1
Organizing to manage processes 1
Organization IT Operations by geography 1
Hybrid organization structures 1
Self-help 1
Workflow or process engine 1
Intergrated configuration management system 1
Discovery/deployment/licensing technology 1
Remote control 1
Diagnostic utilities 1
Reporting 1
Dashboards 1
Software as a service (SAAS) 1
1
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1
1
1
1
1
1
1
1
1
1
Licences 1
Deployment 1
Capacity checks 1
Timing 1
Types of introduction 1
1
1
1
1
1
11
1
1
1
1
1
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Mountainview Copyright - www.mountainview-itsm.com
Explanation
5
4
3
2
1
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52/60
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53/60
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8/14/2019 Mountainview Itil Lifecycle Exam Prep Tool
54/60
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55/60
Continual Service Improvement
Subject Concepts
CSI Principles CSI Approach
CSI Register
The Deming Cycle
Service Measurement
IT Governance
Frameworks, models, standards and quality
systems
The Seven Step Improvement
Process
Purpose and objectives
Scope
Value to business
Policies, principles and basic concepts
Process activities methods and techniques
Triggers, inputs, outputs and interfaces
Information Management
Critical success factors and key performance
indicators
Challenges and risks
CSI Methods and Techniques Assessments
Benchmarking
Service measurementMetrics
SWOT analysis
Return on investment
Service reporting
Organizing for CSI Roles
Customer engagement
RACICompetence and training
Technology Considerations IT Service Management Suites
Systems and network management
Event management
Automated incident / problem resolution
Knowledge Management
Requesting services
Performance Management
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Application and service performance monitoring
Statistical analysis tools
Software verson control
Software test management
Security Management
Project and portfolio managementFinancial management
Business intellegence / reporting
Implementing CSI Where do I start
Governance
CSI and organizational change
Communication strategy and plan
Challenges, Risks and Critical Challenges for CSI
Success Factors Risks for CSI
CSI CSFs
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Mo
Details Rank
1
1
1
Baselines 1
1
1
1
1
1
1
Step 1 - Identify the strategy for improvement 1
Step 2 - Define what you will measure 1
Step 3 - Gather the data 1
Step 4 - Process the data1
Step 5 - Analyse the information and data 1
Step 6 - Present and use the information 1
Step 7 - Implementi improvement 1
1
1
1
1
1
1
1Balanced scorecard 1
Tension metrics 1
1
1
Generical service owner 1
Generic process owner 1
Generic process manager 1
CSI Manager 1
Business relationship manager 1
1
11
1
1
1
1
1
1
1
-
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1
1
1
1
1
11
1
The service approach 1
The lifecycle approach 1
The functional approach 1
1
1
1
1
1
1
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untainview Copyright - www.mountainview-itsm.com
Explanation
5
4
3
2
1
-
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60/60