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What is the primary goal of change management?
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To reduce the risk of service disruptions caused by configuration changes.
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What does ITIL stand for?
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Information Technology (IT) Infrastructure Library.
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What are the four key elements of ITIL's configuration management model?
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(a) Service Assets, (b) Configuration Items (CIs): Assets that require management to deliver services, (c) Configuration Baselines: Predefined settings for secure, reliable operation, and (d) Performance Baselines: Metrics used to monitor the ongoing performance of a CI.
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What is a Configuration Item (CI)?
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A specific asset that requires management procedures to deliver IT services, such as servers, software, or networking equipment.
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What is a configuration baseline?
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Predefined settings and configurations applied to ensure the secure and reliable operation of a Configuration Item (CI).
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What is a change request?
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A formal proposal to fix an issue, accommodate a new business need, or improve an existing process or system.
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What are the two types of change requests?
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(a) Reactive changes: Forced by external factors (e.g., fixing outages or security vulnerabilities), and (b) Proactive changes: Initiated internally to anticipate future needs (e.g., system upgrades).
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What is a Request for Change (RFC)?
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A formal document submitted to propose a change, outlining the business case, risks, benefits, and steps for implementation.
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What are the main components of an RFC (Request for Change)?
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(a) Purpose of the Change, (b) Scope of the Change, (c) Risk Analysis, and (d) Success Criteria
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What is the role of a Change Advisory Board (CAB)?
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To review, assess, and approve major changes, considering both business and technical aspects.
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Who are typically included in a Change Advisory Board (CAB)?
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(a) Stakeholders affected by the change, (b) Technicians responsible for implementing the change, and (c) Managers/directors who can approve the budget.
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What is risk analysis in change management?
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A process to evaluate the potential problems and benefits associated with a proposed change.
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What are the two types of risk analysis?
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(a) Quantitative Risk Analysis: Uses measurable values to assess risk, and (b) Qualitative Risk Analysis: Based on informed opinions and past experiences.
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What does a traffic light system in risk analysis represent?
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(a) Red: High risk, (b) Orange: Moderate risk, and (c) Green: Minimal risk
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What is a rollback plan?
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A backup plan to revert the system to its previous state in case the change causes problems.
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Why is testing a change important before implementing it?
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It helps identify potential issues in a controlled, isolated environment (sandbox) before applying the change to a live system.
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What is a sandbox environment?
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A testing environment that replicates the production system but is isolated from it, used for testing changes before live implementation.
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What should be done to minimize downtime during significant changes?
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The change should be applied during a scheduled maintenance window, and stakeholders should be notified in advance.
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Why is end-user acceptance important in change management?
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It ensures that users are comfortable with the change, can adapt to new systems, and can provide feedback to improve the change process.
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What are the three strategies for managing end-user acceptance?
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(a) Involving end-user representatives in the CAB, (b) Conducting User Acceptance Testing (UAT), and (c) Providing training and support materials before the change.
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What is the purpose of User Acceptance Testing (UAT)?
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To allow end-users to test the updated system and provide feedback before full implementation.
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What are proactive changes in an IT environment?
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Changes initiated internally in anticipation of future needs, such as planned system upgrades or process improvements.
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What is the purpose of RFC documentation?
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To provide a formal record of the change, risks, benefits, and steps for implementation, ensuring transparency and accountability.
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What is the significance of having a rollback plan in place during a change?
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It allows for the system to be reverted to its previous state if the change causes unintended issues, minimizing service disruption.
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How can stakeholders be notified of a scheduled change?
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Through internal communication systems, including emails, notices, and notifications, to prepare them for potential impacts like downtime.