Module 5: Service Management Practices Flashcards
The purpose of _________ _____ _____________ practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Service Level Management
The skills and competencies for a service level management include:
(hint 4 things)
- Relationship Mgmt
- Business Liason
- Business analysis
- Commercial/Supplier Mgmt
A service level ____________ is a tool to measure the performance of service from a *customer’s point of view. This is a document between the provider and customer that identifies both services required and expected level of service. Should be simply written and easy to understand for all parties.
agreement
The purpose of the ________ _____ is to capture deman for incident resolution and service requests, it is the entry point and single point of contact for the service provider with all of its USERS.
Service Desk
_________ _____ agents may not need to be highly technical but should provide excellent customer service skills, have effective communication, incident analysis & prioritization, empathy, emotional intelligence, and understand business ________.
service desk; priority
A ________ service desk allows agents to work from multiple, geographically-dispersed locations.
virtual
Email, live chats/chatbots, phone calls, walk-in’s are all types of service desk __________.
channels
The purpose of _________ ____________ is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
incident management
An __________ is an unplanned interruption to a service or reduction in the quality of a service.
incident
Incidents should be ________ in a register and categorized. They should be managed to meet agreed target _____________ times and should be prioritized.
logged; resolution
A major incident is the highest OR lowest category of impact for an incident? It results in significant ____________ to business and investigation requires representatives from many stakeholder groups. Ex. could be a disaster situation and may be managed by separate escalation procedures such as disaster recovery.
highest; disruption
In incident management some organizations use a technique called _________ to help manage incidents, involving many different stakeholders working together initially until it’s clear which are needed to resolve the issue.
swarming
Organizations should design their __________ __________ practice appropriately for different types of incidents, such as:
Incidents based on various impacts
Major incidents
or Information Security incidents
incident management
When an organization ____________ incidents it should be based on agreed classifications and ensure incidents with highest business impact are resolved first.
prioritize
A ________ _____ should be used to log and manage incidents that link to configuration items, changes, problems, known errors, etc.
robust tool
__________ ___________ management is to support the agreed quality of a service by handling all agreed user-initiated service requests in an effective and user friendly mannger. This could new laptop, access, software, and typically has an established workflow.
Service Request Mgmt.
A service request is a request from a _____ or their authorized representative that initiates a service action which has been agreed as a normal part of a service delivery.
*User
The following are types of _________ __________:
1. Request for service delivery action
2. Request for information
3. Request for provision of a resource or service.
4. Request access to a resource or service
5. Feedback, compliments, and complaints.
Service Request
________ _________ should be managed through well designed processes and _____________ through tracking and automation tools; should have an established workflow and leverage existing workflow models whenever possible to improve efficiency and maintainability.
Service Requests; procedures
The ____________ of user regarding fulfilment times should clearly set using the time that the customer indicates for service delivery.
expectations
The _________ & ______ ______________ practices purpose is to systematically observe services and service components, and record and report selected changes of state (events).
Monitoring & Event Management
An _______ is any change of state that has significance for the management of a service or other confirmation item (CI).
event
The __________ ______________ practices purpose is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
Problem Management
The skills and competencies for problem management include (hint 3 things):
- Understanding complex systems
- Creative
- Analysis (looking for trends or trend analysis)
A __________ is a cause, or potential cause, of one or more prior, current, or future incidents.
problem
A _______ _______ is a problem that has been analyzed but as not yet been resolved.
known error
A _________ is a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available.
workaround
What are the 3 phases of problem management practice?
- Problem Identification (analysis)
- Problem Control (prioritize and manage based on risk, document workarounds)
- Error Control (identify solutions, improve workarounds)
The purpose of the _______ ______________ practice is to maximize the number of service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Change Enablement AKA Change Management
A _______ is the addition, modification, or removal or anything that could have a direct or indirect effect on services.
change
A person or group responsible for authorizing change is known as the change __________.
Authority
Three types of Change:
- Normal
- Emergency
- Standard
A ________ change is low risk, low impact, low cost, frequent, and pre-authorized. Can be managed as a service request.
a. Standard
b. Emergency
c. Normal
Standard
A __________ change must be introduced ASAP, is reviewed by a change authority, and has expedited review. Typically a retrospective is done.
a. Standard
b. Emergency
c. Normal
Emergency
A ________ change must be reviewed by a change authority, and the change schedule can help manage, they are usually high cost and high risk.
Normal
The IT _______ _______________ practice includes the acquisition, operation, care, and disposal of assets, particularly critical infrastructure. Consider this inventory management.
asset management
An IT asset is any ____________ component that can contribute to the delivery of an IT product or service.
valuable
The purpose of the _________ ______________ management practice is to ensure the accurate and reliable information about the configuration of services, and the CI’s that support them, is available when and where it is needed. This includes the information on how CI’s are configured and the _____________ between them.
Service Configuration; relationships
Any component that needs to be managed in order to deliver an IT service is known as a ______________ item.
Configuration item
A configuration management _______ (like CMDB) is a set of tools, data, and information that is used to support service configuration management.
system
The purpose of the ________ _______________ practice is to make new and changed services and features available for use.
Release Management
A __________ is a version of a service or other configuration item, or a collection of configuration items, that is made available for use.
Release
The _______________ management practice’s purpose is to move new or changed hardware, __________, documentation, processes, or any other components to live environments.
Deployment; software
Which practice includes the classification and ownership of queries and requests from users?
a. Service Desk
b. Incident Management
c. Change Control
d. Service Level Management
a. Service Desk
Which practice identifies metrics that reflect the customer’s experience of a service.
a. Continual improvement
b. Service Desk
c. Service Level Management
d. Problem Management
c. Service Level Management
How does categorization of incidents assist the “incident management” practice?
a. it helps direct the incident to the correct support area
b. it determines the priority assigned to the incident
c. it ensures that incidents are resolved in timescales agreed with the customer
d. it determines how the service provider is perceived
a. it helps direct the incident to the correct support area
Which is a potential benefit of using an IT service management tool to support the “incident management” practice?
a. It may ensure that the cause of incidents is identified within agreed times
b. It may provide automated matching of incidents to problems or known errors
c. It may ensure that supplier contracts are aligned with the needs of the service provider.
d. It may provide automated resolution and closure of complex incidents.
b. It may provide automated matching of incidents to problems or known errors
Which role submits the service requests?
a. the user or their authorized representative
b. the customer, or their authorized representative
c. the sponsor, or their authorized representative
d. The supplier, or their authorized representative
a. the user or their authorized representative
Which practice provides a single point of contact for users?
a. Incident Management
b. Change Control
c. Service Desk
d. Service Request Management
c. Service Desk
Which would be supported by the “service request management” practice?
a. A request to authorize a change that could have an effect on a service
b. A request from a user for something which is a normal part of service delivery
c. A request to restore service after a service interruption
d. A request to investigate the cause of multiple related incidents.
b. A request from a user for something which is a normal part of service delivery
Which is NOT usually included as part of incident management?
a. Scripts for collecting initial information about incidents
b. Formalized procedures for logging incidents
c. Detailed procedures for the diagnosis of incidents
d. The use of specialized knowledge for complicated incidents.
c. Detailed procedures for the diagnosis of incidents
Which statement about a change authority is CORRECT?
a. A single change authority should be assigned to authorize all types of change and change models
b. A change authority should be assigned for each type of change and change model
c. Normal changes are pre-authorized and no not need a change authority
d. Emergency changes can be implemented without authorization from a change authority.
b. A change authority should be assigned for each type of change and change model
Which practice has the purpose of making new and changed services and features available for use?
a. Change enablement
b. Service request management
c. Release management
d. Deployment management
c. Release management
Which as purpose of the “service desk” practice?
a. to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents.
b. To maximize the number of successful IT changes by ensuring risks are properly assessed
c. To capture demand for incident resolution and service requests
d. to set clear business-based targets for service performance
c. To capture demand for incident resolution and service requests
Which is a recommendation of the “Service Desk” practice?
a. Service Desks should avoid the use of automation
b. Service desks should be highly technical
c. Service desks should understand the wider organization
d. Service desks should be a physical team in a single fixed location.
c. Service desks should understand the wider organization
What is a standard change?
a. A change that is well understood, fully documented and pre-authorized
b. A change that needs to be assessed, authorized, and scheduled by a change authority
c. a change that doesn’t need a risk assessment because it is required to resolve an incident.
d. a change this is assess, authorized, and scheduled as part of “continual improvement”
a. A change that is well understood, fully documented and pre-authorized
What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?
a. a change request is submitted to change control
b. problem management restores the service as soon as possible
c. the problem remains in the known error status
d. the problem record is deleted
c. the problem remains in the known error status
What is the definition of a change?
a. to add, modify, or remove anything that could have a direct or indirect effect on services
b. to ensure that accurate and reliable information about the configuration of services is available
c. to make new and changed services and features available for use
to move new or changed hardware, software, or any other component to live environments
a. to add, modify, or remove anything that could have a direct or indirect effect on services
What is the definition of an event?
a. any change of state that has significance for the management of service or other configuration item
b. any component that needs to be managed in order to deliver an IT Service
c. An unplanned interruption to a service or reduction in the quality of a service.
any financially valuable component that can contribute to the delivery of an IT product or service.
a. any change of state that has significance for the management of service or other configuration item
Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change Enablement
a. 1 & 2
b. 2 & 3
c. 3 & 4
d. 1 & 4
d. 1 & 4
Continual improvement and Change Enablement
Which practice is responsible for moving components to live environments?
a. Change Enablement
b. Release Management
c. IT asset management
d. Deployment management
d. Deployment management
What is the PRIMARY use of a change schedule?
a. to support incident management and improvement planning
b. to manage emergency changes
c. to plan changes and help avoid conflicts
d. to manage standard changes
c. to plan changes and help avoid conflicts
