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ITIL Foundation Exam Study Guide > Service Operation > Flashcards

Flashcards in Service Operation Deck (29):
1

What exactly is service operation?

Service operation is the coordination and carrying out of activities that are required to deliver and manage services at their agreed levels.

2

What are the key processes of service operation?

The key principles of service operations are:
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management

3

What are the functions of service operation?

The functions of service management are:
- Service Desk
- Technical Management
- IT Operations Management
- Application Management

4

What is the role of communications in service operation?

In service operation, communications is a way of ensuring that all teams and departments are able to execute the standard activities involved in delivering services and managing the infrastructure. Basically, keep the lines open so everyone knows what's going on.

5

What is event management?

Event management is the process of managing events throughout their lifecycle. Events in this case are things that happen, triggers, if you will. Not like carnivals and bring-your-daughter-to-work-days.

6

What is an event?

An event is a change of state that has significance for the management of an IT service or a configuration item.

7

What is an alert?

An alert is a notification that a threshold has been reached, something has changed, or a failure has occurred.

8

What is incident management?

Incident management is what it sounds, management of incidents through their entire lifecycles. The point of incident management is to restore normal service operation as quickly as possible, and to reduce impact on business operations.

9

What is an incident?

An incident is an unplanned interruption to an IT service, or a reduction in the quality of an IT service. Also, failures of a configuration item that hasn't yet affected service is an incident.

10

What is a workaround?

A workaround is a way of reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available.

11

Define priority.

Priority is a category used to identify the relative importance of an incident. It's generally based on the urgency of the incident, and the level of impact it is causing.

12

What are major incidents?

Major incidents are... well, up for interpretation, although it can be assumed they have significant priority. Generally, major incidents require a different process for handling compared to the rest, usually involving their own team being formed to focus specifically on the incident.

13

What is an incident model?

An incident model is a way of predefining the steps taken to handle a process for dealing with a particular type of incident in an agreed way.

14

What is incident identification?

Incident identification is the actual detection of the incident, be it by calls to the service desk, self-help interfaces, monitoring systems, what-have you.

15

What is request fulfillment?

Request fulfillment is the process of managing service requests across their full lifecycle. It is part of the service operation phase.

16

What is a service request?

A service request is a formal request from a user for something to be provided, be it a service, information, what have you. Service requests may be linked to requests fr change as a part of fulfilling the request.

17

What is problem management?

Problem management is the process of managing the lifecycle of the underlying causes of one or more incidents. It is part of the service operation phase.

18

What's the difference between an incident and a problem?

An incident is something that impacts a service, basically. A problem is a cause of one or more incidents.

19

What is a known error?

A known error is a problem that has a documented root cause and a workaround. They are also documented and managed by problem management.

20

What is a resolution?

A resolution is an action taken to repair the root cause of an incident or problem, or to implement a workaround.

21

What is a known error database?

A known error database is a datastore in which information on previous incidents and problems' diagnosis and resolution is stored. This is generally used during the incident & problem diagnosis phase to speed up resolution. It's a part of the service knowledge management system.

22

What is the difference between reactive and proactive problem management?

Reactive problem management reacts; it solves problems in response to incidents. Proactive problem management attempts to identify and solve problems and known errors before related incidents can occur.

23

What is access management?

Access management is the process of allowing users to make use of IT services, data, or other assets. It helps retain the confidentiality, integrity, and availability of assets, This works for internal and external customers.

24

Define access.

Access refers to the level and extent of a service's functionality or data that a user is entitled to use.

25

Define rights.

Rights, also called privileges, are the entitlements or permissions granted to a user or role.

26

What is a service desk?

A service desk is a functional unit made up of a dedicated number of staff, who are responsible for dealing with a variety of service activities. It is meant to be a single point of contact between the services and the users.

27

What is technical management?

Technical management is a group, department, or team that provides technical expertise and management of the IT infrastructure; these act as the custodians of technical knowledge related to infrastructure management, and provides the resources to support the service lifecycle.

28

What is IT operations management?

IT operations management is the performance of the day-to-day activities required to manage and maintain the IT infrastructure, and deliver the agreed level of IT services.

29

What is application management?

Application management is the management of applications throughout their lifecycle. This covers everything from initial requirements gathering and design to deployment and operation.