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ITIL Glossary > Service Operation > Flashcards

Service Operation Flashcards

1
Q

access management

A

(ITIL Service Operation) The process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management.

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2
Q

active monitoring

A

(ITIL Service Operation) Monitoring of a configuration item or an IT service that uses automated regular checks to discover the current status. See also passive monitoring.

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3
Q

alert

A

(ITIL Service Operation) A notification that a threshold has been reached, something has changed, or a failure has occurred. Alerts are often created and managed by system management tools and are managed by the event management process.

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4
Q

application management

A

(ITIL Service Operation) The function responsible for managing applications throughout their lifecycle.

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5
Q

automatic call distribution (ACD)

A

(ITIL Service Operation) Use of information technology to direct an incoming telephone call to the most appropriate person in the shortest possible time. ACD is sometimes called automated call distribution.

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6
Q

call

A

(ITIL Service Operation) A telephone call to the service desk from a user. A call could result in an incident or a service request being logged.

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7
Q

call center

A

(ITIL Service Operation) An organization or business unit that handles large numbers of incoming and outgoing telephone calls. See also service desk.

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8
Q

call type

A

(ITIL Service Operation) A category that is used to distinguish incoming requests to a service desk. Common call types are incident, service request and complaint.

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9
Q

chronological analysis

A

(ITIL Service Operation) A technique used to help identify possible causes of problems. All available data about the problem is collected and sorted by date and time to provide a detailed timeline. This can make it possible to identify which events may have been triggered by others.

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10
Q

closed

A

(ITIL Service Operation) The final status in the lifecycle of an incident, problem, change etc. When the status is closed, no further action is taken.

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11
Q

closure

A

(ITIL Service Operation) The act of changing the status of an incident, problem, change etc. to closed.

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12
Q

computer telephony integration (CTI)

A

(ITIL Service Operation) Computer telephony integration is a general term covering any kind of integration between computers and telephone systems. It is most commonly used to refer to systems where an application displays detailed screens relating to incoming or outgoing telephone calls. See also automatic call distribution; interactive voice response.

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13
Q

dashboard

A

(ITIL Service Operation) A graphical representation of overall IT service performance and availability. Dashboard images may be updated in real time, and can also be included in management reports and web pages. Dashboards can be used to support service level management, event management and incident diagnosis.

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14
Q

detection

A

(ITIL Service Operation) A stage in the expanded incident lifecycle. Detection results in the incident becoming known to the service provider. Detection can be automatic or the result of a user logging an incident.

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15
Q

diagnosis

A

(ITIL Service Operation) A stage in the incident and problem lifecycles. The purpose of diagnosis is to identify a workaround for an incident or the root cause of a problem.

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16
Q

diagnostic script

A

(ITIL Service Operation) A structured set of questions used by service desk staff to ensure they ask the correct questions, and to help them classify, resolve and assign incidents. Diagnostic scripts may also be made available to users to help them diagnose and resolve their own incidents.

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17
Q

directory service

A

(ITIL Service Operation) An application that manages information about IT infrastructure available on a network, and corresponding user access rights.

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18
Q

error

A

(ITIL Service Operation) A design flaw or malfunction that causes a failure of one or more IT services or other configuration items. A mistake made by a person or a faulty process that impacts a configuration item is also an error.

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19
Q

escalation

A

(ITIL Service Operation) An activity that obtains additional resources when these are needed to meet service level targets or customer expectations. Escalation may be needed within any IT service management process, but is most commonly associated with incident management, problem management and the management of customer complaints. There are two types of escalation: functional escalation and hierarchic escalation.

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20
Q

event

A

(ITIL Service Operation) A change of state that has significance for the management of an IT service or other configuration item. The term is also used to mean an alert or notification created by any IT service, configuration item or monitoring tool. Events typically require IT operations personnel to take actions, and often lead to incidents being logged.

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21
Q

event management

A

(ITIL Service Operation) The process responsible for managing events throughout their lifecycle. Event management is one of the main activities of IT operations.

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22
Q

facilities management

A

(ITIL Service Operation) The function responsible for managing the physical environment where the IT infrastructure is located. Facilities management includes all aspects of managing the physical environment – for example, power and cooling, building access management, and environmental monitoring.

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23
Q

failure

A

(ITIL Service Operation) Loss of ability to operate to specification, or to deliver the required output. The term may be used when referring to IT services, processes, activities, configuration items etc. A failure often causes an incident.

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24
Q

first-line support

A

(ITIL Service Operation) The first level in a hierarchy of support groups involved in the resolution of incidents. Each level contains more specialist skills, or has more time or other resources. See also escalation.

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25
Q

follow the sun

A

(ITIL Service Operation) A methodology for using service desks and support groups around the world to provide seamless 24/7 service. Calls, incidents, problems and service requests are passed between groups in different time zones.

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26
Q

functional escalation

A

(ITIL Service Operation) Transferring an incident, problem or change to a technical team with a higher level of expertise to assist in an escalation.

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27
Q

hierarchic escalation

A

(ITIL Service Operation) Informing or involving more senior levels of management to assist in an escalation.

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28
Q

identity

A

(ITIL Service Operation) A unique name that is used to identify a user, person or role. The identity is used to grant rights to that user, person or role. Example identities might be the username SmithJ or the role ‘change manager’.

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29
Q

impact

A

(ITIL Service Operation) (ITIL Service Transition) A measure of the effect of an incident, problem or change on business processes. Impact is often based on how service levels will be affected. Impact and urgency are used to assign priority.

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30
Q

incident

A

(ITIL Service Operation) An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet affected service is also an incident – for example, failure of one disk from a mirror set.

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31
Q

incident management

A

(ITIL Service Operation) The process responsible for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.

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32
Q

incident record

A

(ITIL Service Operation) A record containing the details of an incident. Each incident record documents the lifecycle of a single incident.

33
Q

interactive voice response (IVR)

A

(ITIL Service Operation) A form of automatic call distribution that accepts user input, such as key presses and spoken commands, to identify the correct destination for incoming calls.

34
Q

IT operations

A

(ITIL Service Operation) Activities carried out by IT operations control, including console management/operations bridge, job scheduling, backup and restore, and print and output management. IT operations is also used as a synonym for service operation.

35
Q

IT operations control

A

(ITIL Service Operation) The function responsible for monitoring and control of the IT services and IT infrastructure. See also operations bridge.

36
Q

IT operations management

A

(ITIL Service Operation) The function within an IT service provider that performs the daily activities needed to manage IT services and the supporting IT infrastructure. IT operations management includes IT operations control and facilities management.

37
Q

job scheduling

A

(ITIL Service Operation) Planning and managing the execution of software tasks that are required as part of an IT service. Job scheduling is carried out by IT operations management, and is often automated using software tools that run batch or online tasks at specific times of the day, week, month or year.

38
Q

Kepner and Tregoe analysis

A

(ITIL Service Operation) A structured approach to problem solving. The problem is analyzed in terms of what, where, when and extent. Possible causes are identified, the most probable cause is tested, and the true cause is verified.

39
Q

known error

A

(ITIL Service Operation) A problem that has a documented root cause and a workaround. Known errors are created and managed throughout their lifecycle by problem management. Known errors may also be identified by development or suppliers.

40
Q

known error database (KEDB)

A

(ITIL Service Operation) A database containing all known error records. This database is created by problem management and used by incident and problem management. The known error database may be part of the configuration management system, or may be stored elsewhere in the service knowledge management system.

41
Q

known error record

A

(ITIL Service Operation) A record containing the details of a known error. Each known error record documents the lifecycle of a known error, including the status, root cause and workaround. In some implementations, a known error is documented using additional fields in a problem record.

42
Q

major incident

A

(ITIL Service Operation) The highest category of impact for an incident. A major incident results in significant disruption to the business.

43
Q

monitor control loop

A

(ITIL Service Operation) Monitoring the output of a task, process, IT service or other configuration item; comparing this output to a predefined norm; and taking appropriate action based on this comparison.

44
Q

monitoring

A

(ITIL Service Operation) Repeated observation of a configuration item, IT service or process to detect events and to ensure that the current status is known.

45
Q

normal service operation

A

(ITIL Service Operation) An operational state where services and configuration items are performing within their agreed service and operational levels.

46
Q

operation

A

(ITIL Service Operation) Day-to-day management of an IT service, system or other configuration item. Operation is also used to mean any predefined activity or transaction – for example, loading a magnetic tape, accepting money at a point of sale, or reading data from a disk drive.

47
Q

operations bridge

A

(ITIL Service Operation) A physical location where IT services and IT infrastructure are monitored and managed.

48
Q

pain value analysis

A

(ITIL Service Operation) A technique used to help identify the business impact of one or more problems. A formula is used to calculate pain value based on the number of users affected, the duration of the downtime, the impact on each user, and the cost to the business (if known).

49
Q

Pareto principle

A

(ITIL Service Operation) A technique used to prioritize activities. The Pareto principle says that 80% of the value of any activity is created with 20% of the effort. Pareto analysis is also used in problem management to prioritize possible problem causes for investigation.

50
Q

passive monitoring

A

(ITIL Service Operation) Monitoring of a configuration item, an IT service or a process that relies on an alert or notification to discover the current status. See also active monitoring.

51
Q

priority

A

(ITIL Service Operation) (ITIL Service Transition) A category used to identify the relative importance of an incident, problem or change. Priority is based on impact and urgency, and is used to identify required times for actions to be taken. For example, the service level agreement may state that Priority 2 incidents must be resolved within 12 hours.

52
Q

proactive monitoring

A

(ITIL Service Operation) Monitoring that looks for patterns of events to predict possible future failures. See also reactive monitoring.

53
Q

proactive problem management

A

(ITIL Service Operation) Part of the problem management process. The objective of proactive problem management is to identify problems that might otherwise be missed. Proactive problem management analyses incident records, and uses data collected by other IT service management processes to identify trends or significant problems.

54
Q

problem

A

(ITIL Service Operation) A cause of one or more incidents. The cause is not usually known at the time a problem record is created, and the problem management process is responsible for further investigation.

55
Q

problem management

A

(ITIL Service Operation) The process responsible for managing the lifecycle of all problems. Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented.

56
Q

problem record

A

(ITIL Service Operation) A record containing the details of a problem. Each problem record documents the lifecycle of a single problem.

57
Q

reactive monitoring

A

(ITIL Service Operation) Monitoring that takes place in response to an event. For example, submitting a batch job when the previous job completes, or logging an incident when an error occurs. See also proactive monitoring.

58
Q

repair

A

(ITIL Service Operation) The replacement or correction of a failed configuration item.

59
Q

request fulfillment

A

(ITIL Service Operation) The process responsible for managing the lifecycle of all service requests.

60
Q

request model

A

(ITIL Service Operation) A repeatable way of dealing with a particular category of service request. A request model defines specific agreed steps that will be followed for a service request of this category. Request models may be very simple, with no requirement for authorization (e.g. password reset), or may be more complex with many steps that require authorization (e.g. provision of an existing IT service). See also request fulfillment.

61
Q

resolution

A

(ITIL Service Operation) Action taken to repair the root cause of an incident or problem, or to implement a workaround. In ISO/IEC 20000, resolution processes is the process group that includes incident and problem management.

62
Q

restore

A

(ITIL Service Operation) Taking action to return an IT service to the users after repair and recovery from an incident. This is the primary objective of incident management.

63
Q

rights

A

(ITIL Service Operation) Entitlements, or permissions, granted to a user or role – for example, the right to modify particular data, or to authorize a change.

64
Q

root cause

A

(ITIL Service Operation) The underlying or original cause of an incident or problem.

65
Q

root cause analysis (RCA)

A

(ITIL Service Operation) An activity that identifies the root cause of an incident or problem. Root cause analysis typically concentrates on IT infrastructure failures. See also service failure analysis.

66
Q

second-line support

A

(ITIL Service Operation) The second level in a hierarchy of support groups involved in the resolution of incidents and investigation of problems. Each level contains more specialist skills, or has more time or other resources.

67
Q

server

A

(ITIL Service Operation) A computer that is connected to a network and provides software functions that are used by other computers.

68
Q

service desk

A

(ITIL Service Operation) The single point of contact between the service provider and the users. A typical service desk manages incidents and service requests, and also handles communication with the users.

69
Q

service maintenance objective (SMO)

A

(ITIL Service Operation) The expected time that a configuration item will be unavailable due to planned maintenance activity.

70
Q

service operation

A

(ITIL Service Operation) A stage in the lifecycle of a service. Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation also manages the technology that is used to deliver and support services. Service operation includes the following processes: event management, incident management, request fulfillment, problem management, and access management. Service operation also includes the following functions: service desk, technical management, IT operations management, and application management. Although these processes and functions are associated with service operation, most processes and functions have activities that take place across multiple stages of the service lifecycle. See also operation.

71
Q

service request

A

(ITIL Service Operation) A formal request from a user for something to be provided – for example, a request for information or advice; to reset a password; or to install a workstation for a new user. Service requests are managed by the request fulfillment process, usually in conjunction with the service desk. Service requests may be linked to a request for change as part of fulfilling the request.

72
Q

shift

A

(ITIL Service Operation) A group or team of people who carry out a specific role for a fixed period of time. For example, there could be four shifts of IT operations control personnel to support an IT service that is used 24 hours a day.

73
Q

single point of contact

A

(ITIL Service Operation) Providing a single consistent way to communicate with an organization or business unit. For example, a single point of contact for an IT service provider is usually called a service desk.

74
Q

standard operating procedures (SOP)

A

(ITIL Service Operation) Procedures used by IT operations management.

75
Q

storage management

A

(ITIL Service Operation) The process responsible for managing the storage and maintenance of data throughout its lifecycle.

76
Q

technical management

A

(ITIL Service Operation) The function responsible for providing technical skills in support of IT services and management of the IT infrastructure. Technical management defines the roles of support groups, as well as the tools, processes and procedures required.

77
Q

third-line support

A

(ITIL Service Operation) The third level in a hierarchy of support groups involved in the resolution of incidents and investigation of problems. Each level contains more specialist skills, or has more time or other resources.

78
Q

workaround

A

(ITIL Service Operation) Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available – for example, by restarting a failed configuration item. Workarounds for problems are documented in known error records. Workarounds for incidents that do not have associated problem records are documented in the incident record.

ITIL Glossary (7 decks)

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