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ITIL - Service Management > Service Operation > Flashcards

Service Operation Flashcards

1
Q

What’s the purpose of Service Operation?

A

Ensure that the processes for effectively running IT Services are carried out properly. Service Operation includes the execution of all ongoing activities require to deliver and support services.

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2
Q

What’s the objective of Service Operation?

A
  • Continually maintaining all technology that accompanies the IT Services.
  • Ensuring efficient and effective management of the operational processes.
  • Continually monitoring, performance, conducting assessments and gathering information.
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3
Q

What’s the scope of Service Operation?

A

Running and supporting a service. Any activity that forms part of the IT service, whether it is carried out by a user, customer or external supplier. It also includes the performance of most Service Management processes.

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4
Q

What’s the objectives of Service Desk?

A
  • To restore normal service to users by coordinating resolution processes
  • Operate as a single point of contact for incident management and request fulfillment.
  • Manage user communication and technical and hierarchical escalations.
  • Conduct customer and user satisfaction.
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5
Q

What’s the Service Desk function?

A
  • SPOC (single point of contact)
  • Handles incidents, requests and questions
  • Interface for other activities
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6
Q

What’s Call Center?

A
  • Handling large volumes of telephone-based transactions.
  • Register calls.
  • Distributing issues to other parts of the organization.
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7
Q

What’s Help Desk?

A
  • Manage, coordinate and resolve incidents.
  • Uses CMDB and knowledge tools to support technologies.
  • Handles normally only incidents.
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8
Q

What’s the responsibilities of Service Desk?

A
  • Receive and record all calls: handle customer complaints and requests.
  • Initial assessment of incidents: responsible for suppluing first-line support and for assisting in the daily use of IT services.
  • Monitor and escalate incidents: monitor and escalate incidents according to service levels.
  • Inform user/customer: confirmation, status and progress.
  • Produce management reports.
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9
Q

What’s the pros and cons of a Local Service Desk?

A
  • Usually geographically close to its users.
  • There may be cultural, linguistic and political differences between user communinities.
  • The user communities may operate in various time zones.
  • May be less cost efficient than centralized.
  • Individual local working practices can develop leading to a loss of consistency.
  • It may be ineffecient and expensive to resource due to low call volumes.
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10
Q

What’s Centralized Service Desk?

A

A form of service desk where several service desks are marged into one or fewer locations. It serves a community of users in different locations.

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11
Q

What’s the benefits of Centralized Service Desk?

A
  • It’s cost-effective and efficient.
  • In a single or small number of locations.
  • Supports the whole organization.
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12
Q

What’s Virtual Service Desk?

A

It gives the impression of one centralized service desk at work, wherein the service desk personnel may be located across a number of geographical areas or structural locations.

  • Resources can be located anywhere
  • Staff can work from home, be offshore or onshore.
  • From the user perspective they still al a single phone number and receive a consistent level of service.
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13
Q

What’s Follow-the-sun Service Desk?

A

It’s located in different time zones so that wherever the sun is shining, the service desk in that part of the gloe takes up the service.

  • The organization takes advantages of geographical and global locations to create a 24-hour service.
  • Changing time zones provide 24-hour coverage more cheaply.
  • Analysts all need to have access to the same tool, processes and working practices.
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14
Q

What’s Specialized Service Desk?

A

The specialized service desk is forming a specialist group within the service desk framework.

  • It helps in faster resolution of incidents because the specialist group is trained in handling such issues on a daily basis.
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15
Q

What are the different Service Desks?

A

Local Service Desk, Centralized Service Desk, Virtual Service Desk, Follow-the-sun Service Desk, Specialized Service Desk.

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16
Q

What’s the purpose of Technical Management?

A

The technical management is the department that provides technical expertise and manages the overall IT infrastructure.

Plan, implement and maintain the technical infrastructure supporting the business processes. Provide hands-on skills supporting the IT infrastructure.

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17
Q

What’s the objective of Technical Management?

A

Provide an infrastructure configuration that is well-designed, cost-effective and resilient. Use technical skills and infrastructure to detect and resolve technical failures.

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18
Q

What’s the purpose of Application Management?

A

The application management performs the same role for applications as technical management performs for IT infrastructure.

Manage applications for their lifecycle and decide wether to buy or build an application.

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19
Q

What’s the objective of Application Management?

A

Identify functional and manageability requirements for the application software that support the business processes. Provide on-going support in maintaining and improving applications.

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20
Q

What’s Event Management?

A

Monitors all events that occur through the IT infrastructure to allow for normal operation and also to detect and escalate exception conditions.

Improve the performance and availability of services by responding to events when they occur and by reporting on actual events and patterns of events to determine the aspects of the infrastructure design or operation that can be improved.

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21
Q

What’s an Event?

A

Any change of state that has significance for the management of a CI or service.

Events are typically notifications created by an IT service, CI or monitoring tool.

22
Q

Who’s responsible for defining what events are signficant, what appropriate thresholds should be and how to respons to them?

A

Capacity and Availability Management.

23
Q

What are the three Event categories?

A
  • Informational: require no action, stored for future reference.
  • Warning: signify unusal but not exceptional opration, assessed to see if action is required.
  • Exception: a threshold has been breached or exceeded, usually meaning a serivce is not working as it should, or an SLA or OLA may have been breached. Action will be required, including åpossible escalation to Incident, Problem or Change Management.
24
Q

What’s the objective of Incident Management?

A

To restore the normal service operation as quickly as possible with minimum disruptions to the business, thus ensuring that the best achievable levels of availability and service are maintained. Failure of a configuration item that has not yet impacted service is also an incident.

25
Q

What are the process activities within Incident Management?

A 
Recording
Classification
Initial Support 
Diagnosis and Recovery
Closure.
26
Q

What’s an incident?

A

Any event/interruption, which is not part of the standard operation of a Service or causes or may cause a reduction in the quality of that service.

27
Q

Give some examples of an incident

A

Service not available, application bug, system down, printer not printing.

28
Q

What’s a work-around (WA)?

A

Method/temporary solution of avoiding an incident, so that the normal standard operation can continue.

29
Q

What’s Impact, Urgency and Priority?

A
  • Impact: the effect upon the activities of the business.
  • Urgency: how quicly incident needs to be resolved.
  • Priority: Urgent, high, medium, low
30
Q

What’s the Incident DB?

A

A database that contains incidents without a Work-around/solution.

31
Q

What’s the Problem DB?

A

A database that contains problems without a solution but maybe with a work-around.

32
Q

What’s the Known Error DB?

A

A database that contains Work-around and/or permanent solutions of Known errors.

33
Q

What’s the benefits of Incident Management?

A
  • Reduces business impact of incidents
  • Better staff utilization and therefore greater efficiency
  • Elimination of lost or incorrect requests
  • Improved user and customer satisfaction.
34
Q

How can the Incident Management help SLM, Capacity or Availability Management or Information Security Management within the Service Design processes?

A
  • SLM: Incident Management can provide an early warning of potential SLA breaches.
  • Capacity or Availability Management: Incidents may be related to a lack of capacity or indicate loss of availability and so supporting information is provided.
  • Information Security Management: security related incidents need to be managed and fed back to Service Design for future improvement.
35
Q

How can the Incident Management help SACM and Change Management within Service Transition?

A
  • SACM: the CMS is used to aid incident investigation and resolution. Incident Management can help Configuration Management identify poorly performing CI’s.
  • Change Management: changes may be needed to resolve incidents, and incidents may be linked to failed changes.
36
Q

What’s the purpose of Request Fulfillment?

A

The process will manage the lifecycle of service request - from initial enquiry through completion and fulfilment. Request fulfilment also manages third-party suppliers or procurement resources involved in fulfilling the request.

37
Q

What are the objectives of Request Fulfillment?

A
  • Efficient and professional handling of service requests.
  • Provide a channel for users to request and receive standard services.
  • Provide information to users and customers on services available and how to order them.
38
Q

What’s the scope of Request Fulfillment?

A

Service Requests are usually recieved by Service Desk staff. Many teams can be involved in fullfilling a service request. The process tracks and manages these activities.

39
Q

What’s a service request?

A

A formal request from a user for something to be provided. They are not incidents or failures. They are often small/standard changes, such as a request for access to an application, or a request for a laptop.

40
Q

What’s the objectives of Problem Management?

A
  • Preventing problems and the resulting incidents.
  • Eliminating recurring incidents.
  • Minimizing the impact of incidents.
41
Q

What’s a problem?

A

When the root cause of one or more incidents is not known.

42
Q

What’s a known error?

A

An incident or problem for which the root cause is known and for which a temporary Work-around or a permanent alternative has been identified.

43
Q

What’s a workaround?

A

A temporary fix, made available to Incident Management to support incident resolution. May also be shared with users via a Knowledge base.

44
Q

What is involved within the Problem Management?

A
  • Root-cause analysis (RCA) to determine and resolve the cause of events and incidents.
  • Proactive activities to detect and prevent future problems/incidents.
  • Known error sub process to allow quicker diagnosis and resolution if further incidents do occur.
45
Q

What’s reactive and proactive problem management?

A
  • Reactive problem management is part of Service Operation and works to identify the root causes of incidents and remove them.
  • Proactive problem management is initiated in Service Operation, but generally driven as part of Continual Service Improvement. Tries to prevent incidents before they happen.
46
Q

What may Trend Analysis identify?

A
  • Incidents of a particular type
  • Recurring problems with a CI.
  • The need for more customer training.
  • The need for better documentation.
47
Q

What’s Known Error Database?

A
  • To store problems and their temporary solutions.
  • To help resolve quickly any further occurences of the incidents/problems that occur.
  • Known errors can also be recorded by Service/application design and testing if the error exists even when the service/application is deployed.
48
Q

What’s the purpose of Access Management?

A

Provides the right for users to be able to use a service or group of services. Access Management does not decide who has access to which IT services. It is the execution of policies and actions defined in Security and Availability Management. Tasks may be delegated to service desk.

49
Q

What’s the objectives of Acess Management?

A
  • Manage acess to services based on security policies.
  • Respond to access requests.
  • Change and restrict access when needed.
  • Monitor access for abuse.
  • Acess Management protects organizational data and intellectual property, including confidentiality, integrity and availability.
50
Q

What’s the purpose of IT Operations Management?

A

IT operations management is the function in charge of on-going maintenance and management of IT infrastructure in an organization.

  • Perform actions repeatedly and consistently at the right qualitative level to ensure the success of business operations.
  • Measure the actual value of the services delivered by the organization.
  • Apply operational skills to detect and resolve failures in IT Operations.
51
Q

Which two roles are IT Operation Management divided into?

A

Control operations:

  • Console management and operations bridge management
  • Job scheduling and management.
  • Backup and restore
  • Print managmenet for large jobs.
  • Maintainance

Facilities management:

  • Management of physical IT environments
  • Large-scale operational projects.

ITIL - Service Management (7 decks)

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