Mountainview Itil Lifecycle Exam Prep Tool

8/14/2019 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


5/60

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





Critical success factors and key performanceindicators


Financial Management Purpose and objectives

Scope

Value to business






indicators


Demand Management Purpose and objectives

Scope


6/60

Value to business




Information ManagementCritical success factors and key performance

indicators


Methods, models, activities and techniques

Business Relationship

Management


Scope

Value to business





indicators


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


7/60

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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8/60

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


9/60

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


10/60

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


11/60

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

1

1

1

1

1

1


12/60

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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






indicators


Service Catalogue Management Purpose and objectives

Scope

Value to business






indicators


Service Level Management Purpose and objectives

Scope

Value to business




17/60




indicators


Availability Management Purpose and objectivesScope

Value to business






indicators


Capacity Management Purpose and objectives

Scope

Value to business






indicators


18/60


IT Service Continuity Management Purpose and objectives

Scope

Value to business






indicators


Information Security Management Purpose and objectives

Scope

Value to business






indicators


Supplier Management Purpose and objectives

Scope

Value to business




19/60




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


20/60

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


21/60

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


22/60

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


23/60

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


24/60

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

1

1

1

1

1

1

1

1

1

1

1

1


25/60

1

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


26/60

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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





Critical success factors and key performance indicators


Change Management Purpose and objectives

Scope

Value to business








32/60

Service Asset and Configuration Purpose and objectives

Management Scope

Value to business







Release and Deployment Management Purpose and objectives

Scope

Value to business







Service Validation and Testing Purpose and objectives


33/60

Scope

Value to business







Change Evaluation Purpose and objectives

Scope

Value to business






Challenges and risksKnowledge Management Purpose and objectives

Scope

Value to business







Roles and responsibilities

Managing Communications and Communication during Service Transition

Commitment Communication Planning


34/60

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


35/60

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Details Rank Explanation

1

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


36/60

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


37/60

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

1

1


38/60

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

1

1

1

1

1

1

1


39/60

5

4

3

2

1


40/60

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




Information ManagementCritical success factors and key performance

indicators


Incident Mangement Purpose and objectives

Scope

Value to business






indicators


Request Fulfilment Purpose and objectives

Scope

Value to business






indicators



41/60

Problem Mangement Purpose and objectives

Scope

Value to business






indicators


Access Management Purpose and objectives

Scope

Value to business

Policies, principles and basic conceptsProcess activities methods and techniques




indicators


Monitoring and Control Monitor Control Loops

The ITSM Monitor Control Loop

Defining what needs to be monitored

Internal and External Monitoring and control


42/60

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


43/60

Technical Management

IT Operations Management

Application Management

Service Operation Roles

Service Operation Organization Structures

Technology Considerations Generic requirements

Event Management


44/60

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


45/60

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


Request prioritization and categorization

decisions

1

1

1

1

1


46/60

1

1

1

Problem Models 1

Reactive and proactive Problem Management 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


47/60

1

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


48/60

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


49/60

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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Explanation

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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


Scope

Value to business






indicators


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


56/60

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


57/60

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


58/60

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


59/60

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Explanation

5

4

3

2

1


60/60

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Mountainview Itil Lifecycle Exam Prep Tool