Preparation Guide. Microsoft Operations Framework Foundation

Transcription

1 Preparation Guide Microsoft Operations Framework Foundation Edition February 2015

2 Copyright 2014 EXIN All rights reserved. No part of this publication may be published, reproduced, copied or stored in a data processing system or circulated in any form by print, photo print, microfilm or any other means without written permission by EXIN. Microsoft is a registered trademark of Microsoft Corporation in the United States and/or other countries Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 2

3 Content 1. Overview 4 2. Exam Requirements 6 3. List of Basic Concepts 9 4. Exam Literature 15 Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 3

4 1. Overview Microsoft Operations Framework Foundation (MOFF.EN) Summary The Microsoft Operations Framework Foundation exam is based on the MOF guidance. This guidance consists of best practices and provides guidelines to determine what is needed for the IT organization and how to successfully approach IT Service Management. This module offers an introduction to IT Service Operations Management and covers the essential elements and concepts of MOF. Context In the MOF Foundation module the following topics will be dealt with: The MOF overview The Plan phase The Deliver phase The Operate phase The Manage layer Target group The MOF Foundation module is aimed at professionals who contribute to the operations of IT services and candidates who want to work in these professions. Prerequisite(s) Practical experience in the field of Operations Management is recommended. Examination type Computer-based or paper-based multiple-choice questions Indication study load 60 hours; this includes evening study/homework of 1-2 hours per evening. Practical assignment(s) Not applicable Time allotted for examination 60 minutes Exam details Number of questions: 40 Pass mark: 65% (26 out of 40) Open book/notes: no Electronic equipment/aides permitted: no Sample questions To prepare for your examination you can download a sample exam at Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 4

5 Training Group size The maximum number of participants is 25. (This does not apply to online or computer based training.) Contact hours The minimum number of contact hours for this training course is 15. This includes group assignments, exam preparation and short breaks. Not included are: homework, the logistics related to the exam session, the exam session and lunch breaks. Training provider A list of accredited training providers can be found on EXIN s website ( The Basic Training Material is available for our accredited training providers via Partnernet. Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 5

6 2. Exam Requirements The exam requirements are specified in the exam specifications. The following table lists the topics of the module (exam requirements). The weight of the different topics in the exam is expressed as a percentage of the total. Exam requirement 1. The MOF Overview 5 Weight (%) 2. The Plan Phase The Deliver Phase The Operate Phase The Manage Layer 30 Total 100 Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 6

7 Exam specifications 1. The MOF Overview (5%). 1.1 The candidate understands the comparison in the market. The candidate can: explain the importance of MOF to an organization; describe the position of MOF in IT service management; recognize the advantages of the MOF approach to IT service management; define the basic concepts of the Microsoft Operations Framework. 2. The Plan phase (20%) 2.1 The candidate has knowledge of the Plan phase. The candidate can: list the service management functions (SMFs) belonging to the Plan phase; define the basic concepts of the Plan phase; name the management reviews (MRs) of the Plan phase. 2.2 The candidate understands the relationship of the Plan phase with the other phases within the IT service life cycle. The candidate can: describe the objectives, risks and controls of the Plan phase; explain the integration of the Plan phase with the Manage Layer. 3. The Deliver phase 3.1 The candidate has knowledge of the Deliver phase. The candidate can: name the service management functions (SMFs) belonging to the Deliver Phase; define the basic concepts of the Deliver phase; name the management reviews (MRs) of the Deliver phase. 3.2 The candidate understands the relationship of the Deliver phase with the other phases within the IT service life cycle. The candidate can: describe the objectives, risks and control of the Deliver phase; explain the integration of the Deliver phase with the Manage Layer. Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 7

8 4. The Operate phase 4.1 The candidate has knowledge of the Operate phase. The candidate can: name the service management functions (SMFs) belonging to the Operate Phase; define the basic concepts of the Operate phase; name the management reviews (MRs) of the Operate phase. 4.2 The candidate understands the relationship of the Operate phase with the other phases within the IT service life cycle. The candidate can: describe the objectives, risks and control of the Operate phase; explain the integration of the Operate phase with the Manage Layer. 5. The Manage Layer 5.1 The candidate has knowledge of the Manage Layer. The candidate can: name the service management functions (SMFs) belonging to the Manage Layer; define the basic concepts of the Manage Layer; name the management reviews (MRs) of the Manage Layer. 5.2 The candidate understands the relationship of the Manage Layer with the other phases within the IT service life cycle. The candidate can: describe the goals of the Manage Layer; describe the types of control of the management layer; describe the co-ordination role of the manage layer throughout the lifecycle Phases: Plan, Deliver and Operate. Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 8

9 3. List of Basic Concepts This chapter contains the terms with which candidates should be familiar. Terms are listed in order of Exam requirement. For concepts whose abbreviation and full name are included in the list, both can be examined separately. Please note that knowledge of these terms alone does not suffice for the exam; the candidate must understand the concepts and be able to provide examples. 1. The MOF overview (5%) 1.1 IT service life cycle Process Service management function (SMF) Solution accelerators 2 The Plan phase (20%) 2.1 Business/IT Alignment Demand management IT service strategy Operating level agreement (OLA) Service catalog Service portfolio Service level agreement (SLA) Service Level Management Underpinning contract (UC) Reliability Business continuity planning Availability Management Capacity Management IT service continuity management Policy Policy Financial Management Benefit Management Return on investment (ROI) Operational costs Total cost of ownership (TCO) Value realization Service Alignment Portfolio Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 9

10 2.2 IT alignment IT Services Valuable Predictable Reliable Cost effective Changing business needs Reliable Trustworthy Business requirements Proactive risk Management 3 The Deliver phase (20%) 3.1 Envisioning Customer Milestone Interim milestone Vision Vision/scope document Solution Stakeholders Users Scope Project Planning Bottom-up scheduling Conceptual design Customer Logical design Milestone Interim milestone Personas Physical design Vision Solution Stakeholders Use case Use scenario Users Scope Build Development role Baseline Bottom-up scheduling Conceptual design Customer Functional specification Logical design Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 10

11 Milestone Interim milestone Physical design Product Management role Program Management role Release Management role Vision Solution Stakeholders Use case Use scenario User Experience role Users Test role Scope Scope Complete Milestone Stabilize Bug convergence Functional testing Integration testing Pilot test Unit testing Triage Zero bug bounce Deploy Baseline Customer Quiet period Pilot test Stakeholders Users Project plan approved Release Readiness 3.2 Release Readiness Review IT Services Effective Successful Ready for operations Solution Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 11

12 4. The Operate phase (25%) 4.1 Operations Operations guide Operations log Operations plan Service window Work instruction Service Monitoring and Control Action/Response Aggregation Alert Reporting Correlation Event Health model IT control Resolution completion Rule Threshold/criteria Customer Service Customer Service Representative (CSR) Incident Incident Resolution request Information request New Service request Service Service Desk Service fulfilment request Problem Management Error Known error Known error database Problem Configuration management system (CMS) Root cause Operational Health 4.2 Deployed services Service level agreement (SLA) Operating level agreement (OLA) Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 12

13 5. The Manage Layer (30%) 5.1 Governance, Risk and Compliance Compliance Configuration management system (CMS) Evidence Governance IT control Risk Contingency IT asset Mitigation Risk assessment Risk management Change and Configuration Change Change advisory board (CAB) Change category Change log Change Manager Forward Schedule of Change (FSC) Post-implementation review (PIR) Configuration item (CI) RACI Release Release Manager Definitive software library (DSL) Request for Change (RFC) Risk value Service map Team Accountability Project team Dedicated team Role Role type Team Team of peers Virtual team Policy and Control Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 13

14 5.2 Policy and control management review Internal controls Administrative control Physical control Technical control Service Management Function (SMF) Justification of choices Basic Concepts relating to exam specifications 2.2, 3.2, 4.2 and 5.2 are also mentioned under other exam requirements Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 14

15 4. Exam Literature A ed. David Pultorak, Clare Henry and Paul Leenards MOF 4.0 Microsoft Operations Framework 4.0 a pocket guide Van Haren Publishing ISBN: Additional Literature B C Microsoft Operations Framework Microsoft Operations Framework Forum Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 15

16 Literature and exam specifications Exam specification Literature A MOF overview A MOF overview A MOF overview A MOF overview A Plan Phase Overview A Plan Phase Overview A Plan Phase Overview A Plan Phase Overview A Plan Phase Overview A Deliver Phase Overview A Deliver Phase Overview A Deliver Phase Overview A Deliver Phase Overview A Operate Phase Overview A Operate Phase Overview A Operate Phase Overview A Operate Phase Overview A Operate Phase Overview A Manage Layer Overview A Manage Layer Overview A Manage Layer Overview A Manage Layer Overview A Manage Layer Overview A Manage Layer Overview Preparation Guide MOF Foundation (MOFF.EN) 16

17 Preparation guide Microsoft Operations Framework Foundation (MOFF.EN) 17

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