Service Operations

Question 1

What is Request Fulfillment?

Answer 1

●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

Question 2

What are features of access management?

Answer 2

●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

Question 3

What are the functions of service operations?

Answer 3

●Perform activities that are specified in processes

●Supports or develops those services that are your ultimate focus

Question 4

What functions do the service desk offer to the Service operation and Incident Management?

Answer 4

● 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

Question 5

What are the five processes of the Service desk for Incident/service management?

Answer 5

●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)

Question 6

What are Functional Incident Escalations?

Answer 6

Most common type of escalation.

When the service desk is not able to solve the issue they send it to the appropriate specialists

Question 7

What are Hierarchical Incident Escalations?

Answer 7

To let higher management know what’s going on, and to fix a particular failure

Question 8

What are the 5 steps of the expanded incident lifecycle you must follow?

Answer 8

Detect, Diagnose, Repair, Recover, Restore

Question 9

Incidents that have been successfully diagnosed by the service desk then go to _________ and _______

Answer 9

resolution + recovery

Question 10

_________ + ________- an issue or service has been fixed and relayed back to the service desk for review and closure

Answer 10

Resolution + Recovery

Question 11

________ + ________-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

Answer 11

Review + Closure

Question 12

What are good attribute staff should have to make good IT support technicians?

Answer 12

●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

Question 13

This describes which of the 4 service desk structures?

Located physically close to the users they’re supporting

Answer 13

Local Service Desk

Question 14

What are the functions of IT Operations Control?

Answer 14

●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

Question 15

What is ITOM Facilities Management?

Answer 15

●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,

Question 16

What is ITOM Technical management?

Answer 16

●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.

Question 17

It is important to plan, implement, and maintain a stable technical infrastructure. This can be done by:

Answer 17

●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

Question 18

What is Applications Management?

Answer 18

●Supports and maintains operational applications
●Focuses on utility and warranty
●Resilient and efficient application design
●Ensure delivery of required functionality

Question 19

What are tools in Service Operations?

Answer 19

●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

Question 20

To meet the purpose of request fulfillment what objectives should be met?

Answer 20

• Increase users and customers satisfaction
• Provide access to set of standard services
• Provide information and guidance
• Handle complaints, comments and compliments

Question 21

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

Answer 21

Centralized Service Desk

Question 22

This describes which of the 4 service desk structures?

A centralized service desk located wherever convenient rather than one physical location

Answer 22

Virtual Service Desk

Question 23

This describes which of the 4 service desk structures?

Ultimate type of service desk, it combines features of local, centralized, and virtual service desks

Answer 23

Follow-the-Sun Service Desk

Question 24

What are the 4 service desk structures?

Answer 24

Local Service Desk
Centralized Service Desk
Virtual Service Desk
Follow-the-Sun Service Desk

Question 25

Which of the following requirements are NOT met by Service Operation tools?
diagnostic capabilities
prototype development
reporting capabilities
self help capabilities

Answer 25

prototype development

Question 26

IT ________ _______: Ensures execution of day-to-day IT operations.

Answer 26

Operations Control

Question 27

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.

Answer 27

Service metrics are the result of the end-to-end service.

Question 28

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)

Answer 28

Service Knowledge Management System (SKMS)

Question 29

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

Answer 29

Problem Management

Question 30

What is the difference between a problem and an incident?

Answer 30

Incident - unplanned disruption of a service

Problem - unknown root cause of one or more incidents

Question 31

What processes fall under service operation?

Answer 31

Event management
Incident management
Problem management
Request fulfillment
Access management