Module 6 - Service Operation

Question 1

What is the Purpose of Service Operation

Answer 1

• 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

Question 2

Objectives of Service Operation

Answer 2

• 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

Question 3

Define the following term of interest: Alert

Answer 3

A warning that a threshold has been reached

Question 4

Define the following term of interest: event

Answer 4

Automated detectable occurence of significance to IT operations

Question 5

Define the following term of interest: Service Request

Answer 5

A user request for information or advice may include requests for low-risks changes

Question 6

Define the following term of interest: Problem

Answer 6

The unknown underlying cause of an incident

Question 7

Define the following term of interest: Known Error

Answer 7

A problem that has a documented root cause and workaround

Question 8

Define the following term of interest: Knwon Error Database (KEDB)

Answer 8

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

Question 9

Define the following term of interest: Workaround

Answer 9

Means of reducing or eliminating the impact of an incident for which no permanent fix is available or tenable

Question 10

Define the following term of interest: Impact, Urgency, Priority

Answer 10

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

Question 11

What is the purpose of Problem Management

Answer 11

works to eliminate the underlying casues of incidents, thus improving service performance

Question 12

How does Incident Management interface with Service Level Management?

Answer 12

• 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

Question 13

How does Incident Management interface with Information Security Management

Answer 13

security related incident information is needed to support service design activities and to understand the effectiveness of security measures

Question 14

How does Incident Management interface with Capacity Management

Answer 14

provides a trigger for performance monitoring where there appears to be a performance problem

Question 15

How does Incident Management interface with Availability Management

Answer 15

incident management is used to determine availability of IT services and look at where the incident lifecycle can be improved

Question 16

How does Incident Management interface with Service Asset and Configuration Management

Answer 16

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

Question 17

How does Incident Management interface with Change Management

Answer 17

incident management is able to detect and resolve incidents that arise from failed changes

Question 18

How does Incident Management interface with Problem Management

Answer 18

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

Question 19

What are the three objectives of Problem Management

Answer 19

• Prevent Problems and resulting incidents from happening
• Eliminate recurring incidents
• Minimize the impact of incidents that cannot be prevented

Question 20

What are the reactive activities of problem management

what are the Proactive activities of problem management

Answer 20

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

Question 21

What are the three classifications of events?

Answer 21

• 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)

Question 22

who makes sure that access to a service is available at all agreed upon times?

Answer 22

Availability management

Question 23

What is a function

Answer 23

A team or group of people and the tools or other resources they use to carry out one or more processes or activities

Question 24

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

Answer 24

Service Desk

Question 25

What is a local service desk

Answer 25

this is located physically close to the user community it serves.

Pro: Visible presence

Con: often inefficient and expensive to resource

Question 26

What is a centralized Service Desk

Answer 26

positioned into a single location

Pros: can be more effecient and cost effective

Cons: not physically present in all supported buildings

Question 27

What is a Virtual Service Desk

Answer 27

This is a method that hosts service desks in major sites that pool together to form one compelete service desk

Question 28

IT Operations is comprised of what two subgroups?

Answer 28

IT Operations Control and Facilities Management

These groups handle day to day maintenance and operations of the services and facilities such as data centers

Question 29

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

Answer 29

c) The management of the physical IT environment such as a data centre

Question 30

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

Answer 30

a) A technician installs a script to temporarily divert prints to an alternative printer until a permanent fix is applied

Question 31

Which of the following should be treated as an incident?

1. A user is unable to access a service during service hours
2. An authorized IT staff member is unable to access a service during service hours
3. A network segment fails and the user is not aware of any disruption to service
4. A user contacts the service desk about slow performance of an application

Answer 31

All of the above

Question 32

Which of the following areas would technology help to support

1. Self Help
2. Reporting
3. Release and Deployment
4. Process Design

Answer 32

All of the above