Service Operation

Question 0

Name the key processes of service operation

Answer 0

Event management
Incident management
Request fulfillment
Problem management
Access management

Question 1

What is the purpose of service operation?

Answer 1

Deliver agreed levels of service to users and customers and to manage the applications and infrastructure that support delivery of services

Stage of lifecycle that services are actually delivery value to the business

Question 2

What are the 3 types of events of event management?

Answer 2

Informational
Warning
Exception

Question 3

What does event management do?

Answer 3

Manage events throughout their lifecycle, from detection through determining the appropriate control action

Question 4

Define incident

Answer 4

An unplanned interruption to an it service or a reduction in the quality of a service

Question 5

What is the purpose is incident management

Answer 5

Restore normal services as quickly as possible and to minimize the adverse impact on business operations

Question 6

What is the purpose of request fulfillment

Answer 6

Enable users to request and receive standard services, to source and deliver those services, to provide information to users and customers about services, and to assist with general information, complaints, and comments.

Question 7

Define service request

Answer 7

A formal request from a user for something to be provided

Question 8

Define problem management

Answer 8

Manage the lifecycle of all problems, from first identification through investigation and documentation to eventual Removal.