Service Operations

Question 1

Service Operation Elevator Pitch

Answer 1

Coordinates and carries out the activities and processes required to deliver and manage services at agreed-upon levels to business and customers.

Question 2

5 Processes of Service Operations

Answer 2

Event MGMT, Incident MGMT, Problem MGMT, Request Fulfillment, Access MGMT

Question 3

5 process acronym

Answer 3

REPAIr
Request
Event
Problem
Access
Incident

Question 4

Which life cycle stage does customer first see value?

Answer 4

Service Operations

Question 5

Impact definition

Answer 5

effect of an incident, problem, or change on business.

Question 6

Urgency definition

Answer 6

Measure of how long it will be until an incident, problem, or change has significant impact on business.

Question 7

Priority definition

Answer 7

Priority for corrective action is assigned based on impact and urgency.

Question 8

Known Error Database definition

Answer 8

DB containing all known error records.

Question 9

When can you close a Known Error entry?

Answer 9

Root cause and workaround in place.

Question 10

Events definition

Answer 10

a change of state which has significance for the mgmt of the config item or IT service.

Question 11

Types of events? 3

Answer 11

Informational (green), Warning (yellow), Exception (red)

Question 12

Event MGMT

Answer 12

process responsible for managing events throughout life cycle.

Question 13

Event MGMT Elevator Pitch

Answer 13

detect events, identify what they mean, and respond appropriately throughout the service life cycle.

Question 14

Problem mgmt def

Answer 14

deals with investigating the UNDERLYING ROOT CAUSE of one or more incidents.

Question 15

Failure def

Answer 15

loss of ability to operate to specification, to SLA, or to deliver required output.

Question 16

Alert def

Answer 16

warning that a threshold has been reached, something has changed, or a failure has occurred.

Question 17

Trigger def

Answer 17

an occurrence that initiates a response.

must balance between monitoring too closely and too loosely.

Question 18

Incident definition

Answer 18

unplanned interruption to an IT service or a reduction in the quality of an IT service.

Failure of a CI that has not yet affected service is also an incident.

Question 19

Incident MGMT Elevator Pitch

Answer 19

Restore service to normal operations as quickly as possible while minimizing the adverse impact on business operations.

Question 20

Problem

Answer 20

root cause of one or more incidents.

Question 21

Problem MGMT Defin

Answer 21

The process responsible for managing the life cycle of all problems. Can be proactive or reactive.

Question 22

Problem vs Incident MGMT.

Answer 22

P: concerned with fixing the root cause. (prevention)
I: concerned with restoring service.

Question 23

Problem MGMT Elevator Pitch

Answer 23

document, investigate, and remove the root cause of incidents.

Question 24

Service request def

Answer 24

REquest from a user for something to be provided (info, advise, standard change, access to IT service).

Question 25

Request Fulfillment Elevator Pitch

Answer 25

Manage the lifecycle of service requests from user.

Question 26

Access def

Answer 26

user’s ability to make use of IT services, data, or other asset.

Question 27

Access MGMT Elevator Pitch

Answer 27

provide users with the services they are authorized to use and require to meet business requirements.

Question 28

4 functions of Service Operations?

Answer 28

Service Desk, Technical MGMT, IT Ops MGMT, Applications MGMT.

Question 29

Service Desk definition

Answer 29

Single point of contact between users and the service provider.

Question 30

Service Desk Elevator Pitch

Answer 30

SPoC, log/resolve incident/service requests

Question 31

Technical MGMT Elevator Pitch

Answer 31

SME - Can be in all life cycles, provides technical skills to support IT services and infrastructure.

Question 32

IT Ops MGMT Elevator Pitch

Answer 32

Physical aspects, rooms, bridge(NOC),

Question 33

IT Ops MGMT Sub FUnctions 2?

Answer 33

IT Ops Control and Facilities MGMT

Question 34

IT Ops Control sub-function details

Answer 34

involves general tech roles

Question 35

Facilities MGMT sub-function details

Answer 35

manages physical environment and IT infrastructure.

Question 36

Job SCheduling definition

Answer 36

planning and managing the execution of software tasks that are required as part of an IT service (AV update…)

Question 37

Application MGMT elevator pitch

Answer 37

manages application life cycle, may be involved in design, testing, & improvement.