B1.2 - Service: Operation Flashcards
Problem Management
Problem management is the process through which problems are recorded, investigated and, where possible, resolved.
Incident management
Incident management is about what needs to be done once an incident has occurred. Either a service or a component of a system has failed, so the focus needs to be on restoring service, or at least mitigating the impact on services.
‘why did it happen?’
Problem Management
A change of state that has significance for the management of an IT service or other configuration item
Event
Event
A change of state that has significance for the management of an IT service or other configuration item
An unplanned interruption to or reduction in the quality of an IT service, or failure of a configuration item
Incident
Incident
An unplanned interruption to or reduction in the quality of an IT service, or failure of a configuration item
five processes defined in ITIL for the service operation
The five processes fall naturally into two groups: those concerned with ensuring continuity of service provision (event, incident and problem management) and those whose purpose is to support ‘business as usual’ (request fulfilment and access management).
What is a process?
A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs.
What is a Function?
A function is a team or group of people and the tools or other resources they use to carry out one or more processes or activities.
Process vs Function
process is activities whereas a function is people
Incident Management Objective
The objective of incident management is to deal with incidents – unplanned interruptions to or degradation of services – by restoring services as quickly as possible. Incidents are classified according to their impact and urgency, which determine the priority that should be attached to resolving the incident.
Service desk requests
Service desk is the single point of contact for customers who need assistance with the services they wish to receive. Service desk receives requests for both issues and service requests.
Suggest which combination of the following metrics would be useful to help decide whether or not to remove the questionnaire.
a) Number of registrations per week
b) Number of registrations per week abandoned for any reason
c) Number of registrations per week abandoned during questionnaire phase
d) Value of sales per week arising from tailored offers and announcements based on questionnaire
e) Total value of sales per week
Metric c) on its own is sufficient.
We need metrics a) and c) to see how much the questionnaire is an obstacle to registration.
We need metrics a), b) and c) to see how the questionnaire rates against the other reasons for not completing registration.
We need all 5 of the metrics: to quantify the value of business that accrues from the questionnaire as a proportion of total sales value, and to estimate the significance of the questionnaire itself as an impediment to registration.
Correct
We only need metrics d) and e) to see if the question is worth the trouble anyway.
