Service Operation

Question 1

Purpose of Service Operation

Answer 1

• To coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.
• The ongoing management of the technology that is used to deliver and support services.

Question 2

Objectives of Service Operation

Answer 2

• Maintain business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT services
• Minimize the impact of service outages on day-to-day business activities
• Ensure that access to agreed IT services is only provided to those authorized to receive those services

Question 3

Scope of Service Operation

Answer 3

• All aspects of the end-to-end service agreed with the business, including activities performed by the service provider, external suppliers, the customer or the user of that service
• Service management processes that support the services
• Organizational functions required to deliver and support services
• Technology and infrastructure needed to deliver the services
• People who manage the technology, processes, and services

Question 4

Service Operation Communication

Answer 4

• People need to know what is currently happening, what is about to happen, and what has happened, they also need to know who is involved and when they need to be involved.

Question 5

Purpose of Event Management

Answer 5

• Manage events throughout their lifecycle, this lifecycle of activities to detect events, make sense of them and determine the appropriate control action

Question 6

Objectives of Event Management

Answer 6

• Detect all changes of state that have significance for the management of configuration item (CI) or IT service
• Determine the appropriate control action for events and ensure that these are communicated to the appropriate functions
• Provide the trigger, or entry pint, for the execution of many service operation processes and operations management activities
• Provide the means to compare actual operation performance and behavior against design standards and service level agreements (SLAs)
• Provide a basis for service assurance and reporting, and for service improvement

Question 7

Scope of Event Management

Answer 7

• Configuration items (Cis)
• Environmental conditions
• Software license monitoring for usage to ensure optimum/legal license utilization and allocation
• Security
• Normal activity

Question 8

Purpose of Incident Management

Answer 8

• To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that agreed levels of service quality are maintained
• Normal service operation is defined as an operational state where services and configuration items (Cis) are performing within their agreed service and operational levels

Question 9

Objectives of Incident Management

Answer 9

• Ensure that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management and reporting of incidents
• Increase visibility and communication of incidents to business and IT support staff
• Align incident management activities and priorities with those of the business
• Maintain user satisfaction with the quality of IT services

Question 10

Scope of Incident Management

Answer 10

• Any event which disrupts, or which could disrupt, a service. Including events communicated by end users or event management

Question 11

Purpose of Request Fulfillment

Answer 11

• To manage the lifecycle of all service requests from the users, triggered in the incident management process

Question 12

Objectives of Request Fulfillment

Answer 12

• Maintain user and customer satisfaction through efficient and professional handling of all service requests
• Provide a channel for users to request and receive standard services for which a predefined authorization and qualification process exists
• Provide information to users and customers about the availability of services and the procedure for obtaining them
• Source and deliver the components of requested standard services (e.g. licenses and software media)
• Assist with general information, complaints or comments

Question 13

Scope of Request Fulfillment

Answer 13

• Decide and document which service requests it will handle and which will go through other processes.

Question 14

Purpose of Problem Management

Answer 14

• To manage the lifecycle of all problems, from first identification through further investigation and documentation to eventual removal

Question 15

Objectives of Problem Management

Answer 15

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

Question 16

Scope of Problem Management

Answer 16

• Activities required to diagnose the root cause of incidents and to determine the resolution of those problems

Question 17

Purpose of Access Management

Answer 17

• To provide the right for users to be able to use a service or group of services, i.e. the execution of policies and actions defined in information security management, triggered in the incident management process

Question 18

Objectives of Access Management

Answer 18

• Manage access to services based on policies and actions defined in information security management
• Efficiently respond to requests for granting access to services, changing access rights or restricting access, ensuring that the rights being provided or changed are properly granted
• Oversee access to services and ensure that rights provided are not improperly used

Question 19

Scope of Access Management

Answer 19

• The execution of the policies in information security management

Question 20

Role of Service Desk

Answer 20

• Functional unit responsible for dealing with a variety of service activities

Question 21

Objectives of Service Desk

Answer 21

• Single point of contact between the services being provided and the users, to facilitate the restoration of disrupted services by restoring normal service to end-users.

Question 22

Role of Technical Management

Answer 22

• Custodian of technical knowledge and expertise related to managing the IT infrastructure
• Provides the actual resources to support the service lifecycle

Question 23

Objectives of Technical Management

Answer 23

• Help plan, implement and maintain a stable technical infrastructure to support the organization’s business processes through:
o Well-designed and highly resilient, cost-effective technical topology
o Technical skills
o Diagnose and resolve failures

Question 24

Role of Ops Management

Answer 24

• Performing the day-to-day operational activities required to manage and maintain the IT infrastructure and deliver the agreed level of IT services to the business ( service levels)

Question 25

Objective of Ops Management

Answer 25

• Achieving the stability of an organization’s day-to-day processes and activities
• Implementing regular improvements to achieve better service at reduced costs, while maintaining stability
• Swift application of operational skills to diagnose and resolve any IT operations failures

Question 26

IT Operations Control

Answer 26

• Execution and monitoring

Question 27

Facilities Management

Answer 27

• Management of physical IT environment

Question 28

Role of Application Management

Answer 28

• Managing applications throughout their lifecycle, focuses on warranty of services

Question 29

Objective of Application Management

Answer 29

• Support the organization’s business processes by helping to identify functional and manageability requirements for application software, and then to assist in the design and deployment of those applications and to provide ongoing support and improvement.