Kens quiz 4

_____ change processes contribute to burnout and inefficiency.

Heavyweight

What is the difference between configuration management and change management?

Configuration management inventories configuration items and change management controls making changes to them.

Which of these is not considered an ITSM framework?

PCI-DSS

What percentage of incidents are caused by the organization itself making a technical change?

80%

Why do you want to perform change management?

To reduce and quickly fix technical issues, pass compliance audits, and improve your business

Research shows that a clear change management process correlates _____ to overall organizational performance.

Positively

What is a good attribute to help classify something as a routine change?

It is tested automatically.

What's the best way to determine who should approve a change?

Use a RACI model to define the most appropriate and knowledgeable people for a given system and change type.

Should you perform a production deployment late on a Friday?

Sometimes; the expert practitioner making the change should balance the aspirational goal of making changes safe anytime with the real safety tolerance of their system that they know from working with it and schedule it accordingly.

Who should be informed about an upcoming change?

Everyone who wants or needs to be informed or changes to that service.

Each of the nine steps of the change management process should be kept as _____ as possible while achieving its goal.

What primary benefit does building change awareness into the preparation or development process give you?

End-to-end traceability of each change

What attribute do you not want out of your testing?

Perfection

What does continuous testing mean?

Every individual change is immediately tested automatically.

_____ allow you to release a new version of software and then turn on features separately for groups of users.

Feature flags

Why should you allow many people to assume the roles in your change management process instead of assigning them to specific individuals?

To maintain velocity and ensure the individual is knowledgeable about the systems in question

Which of these is not one of the four key attributes of a change tracking system?

Centralized

Which two metrics represent the key performance indicators for both the process' success in preventing errors and in how well it allows changes to flow?

Change success rate and change lead time

How do you trade off efficiency (like getting the job done) and thoroughness (like performing change processes) in a real system?

Practitioners will make that tradeoff in the moment based on their expertise and perceptions.

Why would you want to "electrify the fence" and put change detection in place?

To verify unplanned changes aren't happening

What is the effect of a heavyweight change management process with an external agency approving changes?

It is both slower and prevents fewer problems.

Kens quiz 4

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