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Flashcards in Service Operation Deck (10)
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1

What processes are part of the service operation stage?

Event Management
Incident Management
Problem Management (determine cause)
Request fulfillment (service request)
Access Management

2

What functions (teams) are part of the service operation stage?

Service Desk
Technical Management
IT Operations Management
Application Management

3

What are the types of events in event management?

Informational
Warning
Exception

4

What us the KEDB?

Known Error Database

5

What is RBAC?

Role Based Access Control

6

What is CSI?

Continual Service Improvement

7

What are the questions regarding CSI?

Vision Goal Objectives (What is the vision?)
Baseline (Where are we now?)
Measurable Targets (Where do we want to be?)
Service/Process Improvement (How do we get there?)
Measurements + Metrics (Did we get there?)

8

What is CSF and KPI?

Critical Success Factor, Key Performance indicator

9

What are the 4 steps of the Deming Cycle for CSI?

Plan
Do
Check
Act

10

What is MIDAS regarding roles?

Metrics
Improvement
Define
Accountable
Stakeholder