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Chapter 6 ■ Service Transition 5. A configuration item is a: a. Resource or capability that delivers service b. Knowledge management database that covers configuration of items c. Repository to store media and related assets d. Service asset that needs to be managed in order to deliver an IT service 6. Which of these statements best describes the purpose of knowledge management? i) Provide consistent and standardized means of delivering decisions. ii) Share perspectives, ideas, experience, and information. a. i and ii b. i c. ii d. Neither i nor ii 7. Which of these is NOT a phase of the release and deployment management process? a. Review and close b. Release and deployment planning c. Build and test d. Implement and verify 8. Which of these doesn’t belong in a CMS? a. KMDB b. CMDB c. KEDB d. Incident records 9. Which of these is NOT a type of change? a. Nonstandard change b. Standard change c. Emergency change d. Normal change 152
Chapter 6 ■ Service Transition 10. The transition planning and support process exists to: a. Provide overall planning for transitional activities b. Provide overall design management for transitional activities c. Coordinate with service operations to understand transitional requirements d. Provide guidance to transition managers on transitional capabilities 6.6 Summary In this chapter, I discussed the service transition lifecycle phase and explained its objectives, scope, and the value it brings to the table. I also discussed the processes embedded within the service transition phase: change management process, release and deployment management process, service asset and configuration management process, knowledge management process, and transition planning and support. In the next chapter, you will learn about the ITIL service operations lifecycle phase, which consists of five processes and four functions. 153
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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1.9.1.2 Process Deliver Specific Re
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Chapter 2 ■ Generic Concepts Chap
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Chapter 2 ■ Generic Concepts Tabl
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts ENAB
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Chapter 2 ■ Generic Concepts Figu
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Chapter 2 ■ Generic Concepts rece
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 4 ■ Service Strategy know
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4.8.1.1.3 Retired Services Chapter
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Chapter 4 ■ Service Strategy thro
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Chapter 4 ■ Service Strategy that
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Chapter 4 ■ Service Strategy 2. V
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Chapter 5 ■ Service Design Some e
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design • Se
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Chapter 5 ■ Service Design To sta
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 5 ■ Service Design Jan Fe
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Chapter 5 ■ Service Design with t
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Chapter 5 ■ Service Design Think
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Chapter 5 ■ Service Design have a
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Chapter 5 ■ Service Design Polici
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Chapter 5 ■ Service Design Tradit
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Chapter 5 ■ Service Design Unlike
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Chapter 5 ■ Service Design 5.7.5
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Chapter 5 ■ Service Design For ex
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Chapter 5 ■ Service Design Anyway
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Chapter 7 ■ Service Operations Ap
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Chapter 7 ■ Service Operations 7.
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Chapter 7 ■ Service Operations 7.
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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