Module 6 - Service Operation Flashcards
What is the Purpose of Service Operation
- To coordinate and carry out activities and processes required to deliver and manage services
- Take responsibility for the ongoing management of the technology used to deliver and support services
Objectives of Service Operation
- maintain business satisfaction and confidence in IT through effective and effecient delivery and support of agreed IT services
- Minimize the impact of service outages on day-to-day activities
- ensure that access to agreed IT services is only provided to those authorized to receive those services
Define the following term of interest: Alert
A warning that a threshold has been reached
Define the following term of interest: event
Automated detectable occurence of significance to IT operations
Define the following term of interest: Service Request
A user request for information or advice may include requests for low-risks changes
Define the following term of interest: Problem
The unknown underlying cause of an incident
Define the following term of interest: Known Error
A problem that has a documented root cause and workaround
Define the following term of interest: Knwon Error Database (KEDB)
The purpose of the KEDB is to allow storage of previous knowledge of incidents and problems - and how they were overcome - to allow quicker diagnosis and resolution if they recur
Define the following term of interest: Workaround
Means of reducing or eliminating the impact of an incident for which no permanent fix is available or tenable
Define the following term of interest: Impact, Urgency, Priority
Priority determines the order in which daily operational activities should be performed. Impact is usually numeric and could be something like number of users effected. Urgency is speed at which action must occur to prevent elevated impact
What is the purpose of Problem Management
works to eliminate the underlying casues of incidents, thus improving service performance
How does Incident Management interface with Service Level Management?
- enables SLM to define measureable responses to service disruptions
- It provides reports that enable SLM to review SLAs objectively and regularly
- It helps to determine where services are at their weakest
How does Incident Management interface with Information Security Management
security related incident information is needed to support service design activities and to understand the effectiveness of security measures
How does Incident Management interface with Capacity Management
provides a trigger for performance monitoring where there appears to be a performance problem
How does Incident Management interface with Availability Management
incident management is used to determine availability of IT services and look at where the incident lifecycle can be improved
How does Incident Management interface with Service Asset and Configuration Management
This process provides the data used to identify and progres incidents. One of the uses of the CMS is to identify faulty equipment and to assess the impact of an incident
How does Incident Management interface with Change Management
incident management is able to detect and resolve incidents that arise from failed changes
How does Incident Management interface with Problem Management
problem management can investigate and resolve the underlying cause to prevent or reduce the impact of recurrence.
Problem management provides a known error database for the quick resolution of incidents
What are the three objectives of Problem Management
- Prevent Problems and resulting incidents from happening
- Eliminate recurring incidents
- Minimize the impact of incidents that cannot be prevented
What are the reactive activities of problem management
what are the Proactive activities of problem management
concerned with solving problems in response to one or more incidents
identifying and solving problems and known errors before further incidents related to them can occur
What are the three classifications of events?
- Informational
- Notifications of activities of significance (such as a server reboot)
- Warnings
- Notifications that a threshold is about to be reached (such as free space on a server being within 10% capacity)
- Exceptions
- Notifications of failure (such as a server crash)
who makes sure that access to a service is available at all agreed upon times?
Availability management
What is a function
A team or group of people and the tools or other resources they use to carry out one or more processes or activities
What is the following function:
Single point of contact for user community
Manages Incidents and Service Requests
Conducts satisfaction surveys
Communicates with users
Updates CMS
Service Desk
What is a local service desk
this is located physically close to the user community it serves.
Pro: Visible presence
Con: often inefficient and expensive to resource
What is a centralized Service Desk
positioned into a single location
Pros: can be more effecient and cost effective
Cons: not physically present in all supported buildings
What is a Virtual Service Desk
This is a method that hosts service desks in major sites that pool together to form one compelete service desk
IT Operations is comprised of what two subgroups?
IT Operations Control and Facilities Management
These groups handle day to day maintenance and operations of the services and facilities such as data centers
Which of the following activities is carried out by facilities management?
a) The management of IT services that are viewed as “utilities”, such as printers or network access
b) Advice and guidance to IT operations on methodology and tools for manageing IT services
c) The management of the physical IT environment such as a data centre
d) The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure
c) The management of the physical IT environment such as a data centre
Which of the following is the BEST example of a workaround?
a) A technician installs a script to temporarily divert prints to an alternative printer until a permanent fix is applied
b) A technician tries several approaches to solve an incident. One of them works, although the technician does not know why
c) After reporting the incident to the service desk, the user works on alternative tasks while the problem is identified and resolved
d) A device works intermittently, allowing the user to continue working at degraded levels of performance while the technician diagnoses the incident
a) A technician installs a script to temporarily divert prints to an alternative printer until a permanent fix is applied
Which of the following should be treated as an incident?
- A user is unable to access a service during service hours
- An authorized IT staff member is unable to access a service during service hours
- A network segment fails and the user is not aware of any disruption to service
- A user contacts the service desk about slow performance of an application
All of the above
Which of the following areas would technology help to support
- Self Help
- Reporting
- Release and Deployment
- Process Design
All of the above
