Service Operations Flashcards
What is Request Fulfillment?
●Manage the lifecycle of all service requests from users
●Applies to a customer who has an individual issue
●Increases user (and customer) satisfaction
○Provide access to a set of standard services
○Provide information and guidance
○Handles complaints, comments and compliments
What are features of access management?
●Executes the policy set out in IT Security Management
●Provide the rights for users to be able to access a service or group of services
What are the functions of service operations?
●Perform activities that are specified in processes
●Supports or develops those services that are your ultimate focus
What functions do the service desk offer to the Service operation and Incident Management?
● functions according to SLA’s, OLA’s, CI’s and UC’s.
● nerve center and ground zero for any problems or issues in it’s given environment
● Incident Management provides valuable information for both Problem Management + Continual Service Improvement
What are the five processes of the Service desk for Incident/service management?
●Detection-Occurs when there appears to be an incident
●Notification- Notify the service desk via telephone, email, etc
●Logging-Keeps a log on the information collected from the incident
●Categorization + Classification- Service desk determines if this is a requested service or an actual incident
●Prioritization- Provides relative urgency of each incident
(Impact-The effect on the business, Urgency-How long before the impact is felt)
What are Functional Incident Escalations?
Most common type of escalation.
When the service desk is not able to solve the issue they send it to the appropriate specialists
What are Hierarchical Incident Escalations?
To let higher management know what’s going on, and to fix a particular failure
What are the 5 steps of the expanded incident lifecycle you must follow?
Detect, Diagnose, Repair, Recover, Restore
Incidents that have been successfully diagnosed by the service desk then go to _________ and _______
resolution + recovery
_________ + ________- an issue or service has been fixed and relayed back to the service desk for review and closure
Resolution + Recovery
________ + ________-review of the fix takes place to ensure everything is documented properly and to ensure the fix or service was actually completed, and to notify the right people of the fix
Review + Closure
What are good attribute staff should have to make good IT support technicians?
●Sound business awareness & knowledge
●Technical awareness-Interpersonal skills, including cultural sensitivities, empathy, and patience
●Communication skills, including active listening
●A methodical + unflustered approach
●Acceptance of ownership
This describes which of the 4 service desk structures?
Located physically close to the users they’re supporting
Local Service Desk
What are the functions of IT Operations Control?
●Observe infrastructure state and activities in event management
●Job scheduling following an SLA and standard operating procedures
●Regularly scheduled checks of backups and restores
●Managing bulk outputs
●Maintaining functions and activities in place of technical management and applications management
What is ITOM Facilities Management?
●Dealing with a physical environment in a live IT infrastructure
Surrounding Components of a physical environment:
●Data centers, power supplies, air conditioning, physical control of access,
What is ITOM Technical management?
●Provides technical resources from service ops and design, to testing and deployment, also CSI.
●Involved in designing, testing, releasing, and improving IT services.
●Infrastructure include networks, servers, mainframes, OS, desktop, database, and so on.
It is important to plan, implement, and maintain a stable technical infrastructure. This can be done by:
●Bringing forth a well-designed, exceptionally strong, flexible, and efficient technical platform
●Guiding ITOM to achieve ongoing operational activities
●applying adequate skills to maintain and ensure the best condition of the infrastructure
●Using technical skills to immediately resolve, investigate, or diagnose any failure that occurs
What is Applications Management?
●Supports and maintains operational applications
●Focuses on utility and warranty
●Resilient and efficient application design
●Ensure delivery of required functionality
What are tools in Service Operations?
●Self-help functionality:
●Workflow and process control:Service Operation process are applicable for workflow tools
●Configuration management system:Valuable to all lifecycle stages, automated service operation activities depend on CMS. Incident logging, beneficial to service desk for accurate data (SLA’s and configuration records).
●User workstation control:Using remote control services to aid or resolve incidents;
●Diagnostic scripting:Enhances workflow and process control value.
●Dashboards and reporting: Real time information on the performance of the infrastructure and Service Desk activity levels
To meet the purpose of request fulfillment what objectives should be met?
- Increase users and customers satisfaction
- Provide access to set of standard services
- Provide information and guidance
- Handle complaints, comments and compliments
This describes which of the 4 service desk structures?
Makes better use of resources, enabling better supervision, improving consistency, and capturing a wider range of management information
Centralized Service Desk
This describes which of the 4 service desk structures?
A centralized service desk located wherever convenient rather than one physical location
Virtual Service Desk
This describes which of the 4 service desk structures?
Ultimate type of service desk, it combines features of local, centralized, and virtual service desks
Follow-the-Sun Service Desk
What are the 4 service desk structures?
Local Service Desk
Centralized Service Desk
Virtual Service Desk
Follow-the-Sun Service Desk
Which of the following requirements are NOT met by Service Operation tools? diagnostic capabilities prototype development reporting capabilities self help capabilities
prototype development
IT ________ _______: Ensures execution of day-to-day IT operations.
Operations Control
Which statement regarding service metrics is TRUE?
● Service metrics provide data related to performance and availability.
● Service metrics are associated with component and application-based metrics.
● Service metrics are the result of the end-to-end service.
● Service metrics are captured in the form of Key Performance Indicators (KPIs), Critical Success Factors (CSFs), and activity metrics.
Service metrics are the result of the end-to-end service.
Which entity includes performance metrics, staff experience levels and certifications, partner requirements, and user skill levels?
● Service Knowledge Management System (SKMS)
● Known-Error Database (KEDB)
● Configuration Management System (CMS)
● Configuration Management Database (CMDB)
Service Knowledge Management System (SKMS)
The root cause of a security incident should be investigated by which of the following processes? ●Change Management ●Incident Management ●Information Security Management ●Problem Management
Problem Management
What is the difference between a problem and an incident?
Incident - unplanned disruption of a service
Problem - unknown root cause of one or more incidents
What processes fall under service operation?
Event management Incident management Problem management Request fulfillment Access management
