Service Operation

Question 1

What processes are part of the service operation stage?

Answer 1

Event Management
Incident Management
Problem Management (determine cause)
Request fulfillment (service request)
Access Management

Question 2

What functions (teams) are part of the service operation stage?

Answer 2

Service Desk
Technical Management
IT Operations Management
Application Management

Question 3

What are the types of events in event management?

Answer 3

Informational
Warning
Exception

Question 4

What us the KEDB?

Answer 4

Known Error Database

Question 5

What is RBAC?

Answer 5

Role Based Access Control

Question 6

What is CSI?

Answer 6

Continual Service Improvement

Question 7

What are the questions regarding CSI?

Answer 7

Vision Goal Objectives (What is the vision?)
Baseline (Where are we now?)
Measurable Targets (Where do we want to be?)
Service/Process Improvement (How do we get there?)
Measurements + Metrics (Did we get there?)

Question 8

What is CSF and KPI?

Answer 8

Critical Success Factor, Key Performance indicator

Question 9

What are the 4 steps of the Deming Cycle for CSI?

Answer 9

Plan
Do
Check
Act

Question 10

What is MIDAS regarding roles?

Answer 10

Metrics
Improvement
Define
Accountable
Stakeholder