Service Operations Flashcards
Service Operation Elevator Pitch
Coordinates and carries out the activities and processes required to deliver and manage services at agreed-upon levels to business and customers.
5 Processes of Service Operations
Event MGMT, Incident MGMT, Problem MGMT, Request Fulfillment, Access MGMT
5 process acronym
REPAIr Request Event Problem Access Incident
Which life cycle stage does customer first see value?
Service Operations
Impact definition
effect of an incident, problem, or change on business.
Urgency definition
Measure of how long it will be until an incident, problem, or change has significant impact on business.
Priority definition
Priority for corrective action is assigned based on impact and urgency.
Known Error Database definition
DB containing all known error records.
When can you close a Known Error entry?
Root cause and workaround in place.
Events definition
a change of state which has significance for the mgmt of the config item or IT service.
Types of events? 3
Informational (green), Warning (yellow), Exception (red)
Event MGMT
process responsible for managing events throughout life cycle.
Event MGMT Elevator Pitch
detect events, identify what they mean, and respond appropriately throughout the service life cycle.
Problem mgmt def
deals with investigating the UNDERLYING ROOT CAUSE of one or more incidents.
Failure def
loss of ability to operate to specification, to SLA, or to deliver required output.
Alert def
warning that a threshold has been reached, something has changed, or a failure has occurred.
Trigger def
an occurrence that initiates a response.
must balance between monitoring too closely and too loosely.
Incident definition
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.
Incident MGMT Elevator Pitch
Restore service to normal operations as quickly as possible while minimizing the adverse impact on business operations.
Problem
root cause of one or more incidents.
Problem MGMT Defin
The process responsible for managing the life cycle of all problems. Can be proactive or reactive.
Problem vs Incident MGMT.
P: concerned with fixing the root cause. (prevention)
I: concerned with restoring service.
Problem MGMT Elevator Pitch
document, investigate, and remove the root cause of incidents.
Service request def
REquest from a user for something to be provided (info, advise, standard change, access to IT service).
