1 - Service Management Flashcards
What is problem management?
problem management is the process that investigates and resolves the root causes of incidents, in order to eliminate repeating incidents and minimize the impact of incidents that cannot be prevented.
What is a service operation event?
an event is defined as being any change that is significant to the provision of a service
What are the 4 steps of the Deming (PDSA) cycle?
Plan
Do
Check
Act
Which metrics are most likely to be used as part of Continual Service Improvement (CSI)?
technology metrics
process metrics
service metrics
What is the description for Net Present Value (NPV) calculations?
NPV calculations use assumed discount rates to reduce all projected future income and expenditure for a business proposal, including investments, to current value, so that the values of different proposals can be compared fairly
What is the Demand Management ITIL Process?
aims to understand, anticipate and influence customer demand for services
What is the Service portfolio management ITIL process?
determines which services will actually be offered
What is the business relationship management ITIL Process?
aims to understand the customer’s business, so that the service provider can offer the services the customer needs
What is the Financial management for IT services ITIL process?
evaluates the anticipated costs of a service against its expected benefits
What is the goal of Service Level Management?
To reach agreement with customers on the level of service they expect, document that agreement, and ensure those levels are met
What are the 3 types of change request?
Normal - arise through the normal execution of the service lifecycle
Standard - low risk and low impact change that is pre-defined and pre-approved
Emergency - unexpected disruptions that need to be resolved as soon as possible
