Service Operation Flashcards
What is service operation?
Addresses the day-to-day management of services by keeping things going.
What are the two aspects of operation?
Ensuring routine operations are completed successfully, and unexpected occurrences are dealt with appropriately.
What is the difference between an event, an incident and a problem?
An event is how we know something went wrong, an incident is what went wrong, and a problem is why it went wrong.
What are the 5 service operation processes?
Event management, incident management, problem management, request fulfilment and access management.
What is an event?
A change of state that is significant for the delivery of an IT service or component.
What is problem management?
The process throguh which problems are recorded, investigated and resolved. It focuses on the “why did it happen” and “can it be fixed?”
What is an incident?
Something that has gone wrong, with either a real or potential impact to the service.
What is request fulfilment?
The process responsible for dealing with routine service requests from users or customers
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 are routine operations in ITIL?
Fulfilling customer service requests and responding to access requests.
What does event management fulfil?
It is concerned with deciding how significant an event is, and whether or not a response would be appropriate.
What does incident management fulfil?
It decides what is needed to be done once an incident has occurred.
What are two parts to deciding priority of an incident?
Impact (how many users are affected) and urgency (how soon the incident will impact on business outcomes).
What is the purpose of incident management?
To restore full service as soon as possible.
What is the purpose of a known error database?
To store the cause of a problem with a workaround (if possible)
