1. What is ITIL ?
Systematic approach to high quality IT service delivery.
Provides common language with well-defined terms.
ITIL provide flexible framework to develop service management model for organisation.
2. ITIL based models adopted by organization .
Microsoft MOF
Hewlett – Packard ( HP ITSM Reference Model)
IBM ( IT Process Model )
3. Difference between ITIL v3 and v2.
Managing services as a portfolio is a new concept in ITIL V3
Service Catalogue Management was added as a new process in ITIL V3
http://wiki.en.itprocessmaps.com/index.php/Comparison_between_ITIL_V3_and_ITIL_V2_-_The_Main_Changes
4 What is ITIL service management?
Service management is a set of specialized organizational capabilities for providing values in the form of service.
The act of transforming recourses into services is the core of service management
5 Explain ITIL service Life cycle model .
6 Define Service strategy?
How to design, develop and implement service management for organization is define under service strategy.
7 Define Service Design?
How to design develop services and service management and converting service objective in to range of services.
8 Define Service transition.
How to implement services in production as per design services.
9 Define Service operations
How to manage service on an ongoing basis to ensure their objectives are achieved.
Service operation is responsible for all ongoing activates required to support and deliver services.
10 What is continues service improvement (CSI)?
Continues evolution of service and identify ways to improve services.
11 Define Service Management?
Service Management is transforming recourses into valuable services.
12 What is Service process management Process?
Process is a set of activates designed to achieve a definite objective.
Input >> Process >> output.
Process is closed loop.
13 What is service management Measurements?
To manage and control the process it should be monitor and measure.
Four metrics for performance measurement
14 Explain Roles in service management.
Role is a set of connected behaviors or connected actions performed by team or group or person person.
Business Relationship Manager (BRM): BRMs establish a strong business relationship with the customer by understanding the customer’s business and their customer outcomes.
Product Manager (PM): PMs take responsibility for developing and Managing services across the life-cycle, and have responsibilities for Productive capacity.
15 Explain RACI Model.
RACI Model clearly defines roles.
Responsible – Person responsible to get job done.
Accountable –person accountable for each task.
Consulted – people who are consulted.
Informed – People who are inform on the progress.
16 What is RACI-VS.
Verifies – person who checks whether the acceptance criteria have been met.
Sign off – give the sign off to the project
17 Explain Service Strategy?
Service strategy represents policies and objectivises to achieve service goal.
Help management to achieve goal.
Determine services
18 Four Ps of Service Strategy?
Perspective >> Vision and direction
Pattern >> Way of doing activates
Position >> Basis on which the provider will compete
Plan >> How to achieve the goal
19 Explain Service strategy process?
20 Explain Service portfolio, Service catalogue and service pipeline.
Service portfolio –>Defines services provided by service provider across all Market and all customers.
Service Catalogue –>Is the sub set of Service portfolio .Services ready to offer to customer is listed in service catalogue.
Service Pipeline –>Is consist of services under development.
21 Explain Retired services.
In service portfolio services which are not in use/outdated due to existing Internal/External constrain are called retired services.
22 Explain Financial Management?
In service strategy finanancial management covers budgeting accounting and charging requirements.
Budgeting >> Provide sufficient funds to run business Cost and income estimation .
Accounting >> provide management information on the cost. Cost analysis and reporting.
Charging >> providing funds by charging back to client
23 Return on Investment?
Investment of some resource yielding a benefit to the investor.
Return on investment (%) = Net profit / Investment × 100
24 Explain service Portfolio Management?
SPM is managing all services across the organisation.
Define > Business requirement
Analyse > Plan
Approve > Get approvals
Charter > Deploy
Service portfolio contains all services ( In pipeline/Catalogue/Retired )
25 Explain Service package.
Set of services available to deliver to customer.
Service package contain
1
Core Service package
Details description of core service.
2
Service level package
Level of service offered Diamond gold silver..
26 BRM Business Relationship management.
Establish relating ship with customers, understand customers and fulfil customers need.
27 Explain Service Design?
Design new or changed service for introduction in to live environment .
1 Improve Quality of service.
2 Effective services.
3 Improve decision making.
28 What are types of service provider?
Type I >> Internal service provider.
Physically located in the organization which it serve.
Type II >> Shared services.
These are autonomous units in the organization like Finance HR.
Type III >> External service provider having specific expertise. Consolidate need and
Offer competitive price.
29 What is service design package?
SDP document contain all requirements through each stage of its lifecycle.
30 Service design aspects ?
Set of services available to deliver to customer.
31 What are the different sourcing options?
1 In sourcing Utilize internal organization.
2 Out sourcing hire external organization.
3Co _sourcing Combination of In sourcing & Out sourcing.
4 KPO Knowledge process outsourcing
5BPO Business process outsourcing
32 Explain Service catalogue management.
SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope
Define the service.
Create correct service catalogue.
Link service catalogue with service portfolio.
Link supporting services with service catalog.
33 Types of service catalogue?
Business service catalogue is as per customer view .It is maintain for each business unit.
Technical service catalogue contain information about all IT services.
34 What is the type of services?
Customer – facing services
These services fascinate customer directly. These are core services .
Example HR services
Supporting services
Support customer services and not seen directly by costumer
Email service for HR
35 What is Service level Management?
The goals of SLM as defined by ITIL are to maintain and improve IT service quality through a constant cycle of agreeing, monitoring, and reporting upon IT service achievements and instigation of actions to eradicate inadequate service in line with business or cost justification. Through these methods, a better relationship between IT and its Customers can be developed.
36 SLA Types ?
SLA Agreement between External IT service provider and customer.
OLA Agreement between Internal IT service provider and customer.
SLR Service level requirement list of all services.
37 Service Design Availability, Reliability.
Reliability define service run without interruption
MTBSI (Mean Time between Service Incidents)
MTBSI = Available time in hours /Number of breaks.
MTBF = Total downtime in hours /Number of breaks
38 Service Design Availability Maintainability.
How fast service can be restore after failure.
MTRS Mean time to restore service.
MTRS =Total downtime in hours /Number of service breaks
39 Explain below Availability Terms?
Continuous Availability: design the service to get 100 % availability. This
Service has no unplanned or plan downtime.
Fault Tolerance No interruption in service after the component fail.
40 Calculate Availability /reliability/reliability /maintainability for below situation
Service is running 7 days * 8 hours and down running for 2910 hours with 3 breaks of 3 ,1 and 6 hours .
Calculate Reliability (MTBSI) = 2910 /3 = 970 hours.
Calculate Reliability ( MTBF ) = 2910 – ( 3+1+6 ) /3 = 870 hours.
Calculate Availability = 2910 –( 3+1+6) / 2910 *100 =99.65 %.
Maintainability = (1+6+3) = 10 hours.
41 Explain Service Level Management.
SCM Process makes sure service catalogue is created, maintained and contain accurate information.
Scope
1 Define the service.
2 Create correct service catalogue.
3 Link service catalogue with service portfolio.
4 Link supporting services with service catalog.
42 Explain capacity management process?
Goal of capacity management is optimization of existing resources and planning future resources.
Review current capacity è Improve existing capacity è Assess new capacityè Plan new capacity
43 Explain the availability Managements?
Availability Managements ensures level of service availability.
Proactive availability management.
Reactive availability management.
44 Availability management information system.
AAMIS contain
1 AM data and report
2 Availability testing plan
3 Availability plan
4 Availability Design specification and criteria
45 Define Availability.
Availability % = (Available service time –downtime) / Available service time
Time that the service functioned correctly expressed as a percentage the total time it has been agreed that the IT services are to be accessible to users.
46 ITSM IT SERVICE CONTINUITY MANAGMENT.
Support the business continuity management process.
Ensure It services will be resumed within define time frame.
> Maintain BCP plans
> Conduct Regular risk Analysis for IT service
> BIA Business Impact analysis if no TO service available
> RA Risk analysis Identify and analysis of risk
> Define ITSCM plan
> Test Plan
47 Explain work around or common recovery options
Fast recovery: (HOT standby) recovery within 24 hours
Intermediate recovery: service is available in parallel setup, mirroring load balancing
Gradual recovery: cold standby Recovery within 3 days (more than 24 hours)
48 ITCM process
Initiation -> get requirement and plan -> implementation-> continues improvement
Initiation -> define scope
Get requirement and plan-> BIA RA
Implementation -> develop/test/implement plan Continues improvement- > review Audit
49 Explain Information Security management?
ISM ensures protection of information, system provided by IT services to end users.
Information Availability right information to right person
Confidentiality disclose information to valid users
Integrity Maintain integrity
50 Explain Security controls/measures.
Preventive Prevent the event that will affect service Firewall
Reductive Minimize possible damage
Detective discover the event as soon as possible
Corrective repair damage as soon as possible