Service Operations Flashcards
What is Incident Management?
process that manages life cycle of all incidents ensuring service is returned to users asap.
What is Problem Management?
process that manages life cycle of problems, preventing escalations and minimizing impact of incidents that can’t be prevented.
What is Access Management?
process that authorizes users. Executes policies set by Information Security Management.
What is Event Management?
process ensures config items and services are monitored constantly. Filters and categorizes events to decide appropriated actions.
What is Request Fulfillment?
process that fulfills service requests or requests for info.
What is Service Desk?
function that is point of contact between users and service provider. Handles communication with users and manages incidents and service requests.
What is Technical Management?
Function that provides tech expertise and support for management of IT infrastructure.
What is Application Management?
Function that manages applications through life cycle.
What is IT Operations and Management?
Function monitors and controls IT services and infrastructure involves job scheduling, backup and restoring, print and output management, and regular maintenance.
