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27 Cards in this Set
- Front
- Back
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What does ITIL stand for? |
I.T Infrastructure Library
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What IS ITIL itself? |
A set of best practices for IT Service Management. |
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Why was ITIL created and by who? |
Created as a project by the UK govt. to document how the best companies approached management of IT services.
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What is "best practice"? |
The best identified approach to a situation based upon observation from effective organizations in similar business circumstances. |
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What are the 6 books in ITIL? |
(Service - ) Lifecycle, Strategy, Design, Transition, Operation, Continual Service Improvement. |
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What is the purpose of "Service Operation" (SO) ? |
It is, in the literal sense, giving service to customers and business users. Going through the processes required to deliver and manage services at agreed levels. |
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What are the 5 Service Operation Processes? |
Event Management Incident Management Request Fulfillment Problem Management Access Management |
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What is the key objective of the Service Desk? |
To serve as the main point of contact between users and IT. |
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What are the main benefits of implementing an effective Service Desk? |
Costs are reduced. Satisfied customers. New business opportunities. Improved Communication and management. |
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What are the three Service Desk Structures? |
Local (on site) Centralized (single location, more than one business site. sharing resources. ) Virtual - Geographically dispersed, using internet and other tools to give the impression of a single centralized service.) |
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What is a "Configuration Item"? (CI)
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Any component that needs to be managed in order to deliver an IT service. (IT services, hardware, software, buildings, people, formal documentation such as Process documents and Service Level Agreements. (SLA)) |
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What is "Event Management"? |
It is the process that monitors all events that occur throughout the IT Infrastructure to allow normal operation. Also to detect and escalate exception conditions. |
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What is an "Event"? |
They are notifications created by an IT service, CI or monitoring tool. |
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What can Event Management be applied to? |
CIs, Security, Environmental Conditions, Software Licensing and Normal Activity. |
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What are the Three types of Events? |
Informational - used to check on the status of a device or service, or to confirm successful completion of an activity. Warning - generated when a service or device is approaching a threshold. Exception - could represent a total failure, impaired functionality or degraded performance. |
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What is an Incident? |
An unplanned interruption to an IT service or reduction in the quality of an IT service. |
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What is the Primary goal of Incident Management? |
It is to restore normal service operations as quickly as possible and minimize the adverse impact of business operations. |
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What is an Incident Model? |
A pre-defined set of steps that should be taken to handle the incident in an agreed way. |
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Incidents must be prioritized. What are the suggested priorities? |
Critical High Medium Low |
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What does the Major Incident team do, if one has been formed? |
It concentrates on major incidents alone, to ensure that adequate resources and focus are provided to finding a swift resolution. |
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What should the Service Desk do if it becomes clear they are unable to resolve the incident itself? |
Escalate the incident for further support. If the organization has a second-level support group and the SD believes it can be resolved by them, it should be referred immediately.
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What should be done upon Incident Closure? |
Closure Categorisation - check if the incident was categorized correctly. User Satisfaction survey - Carry out a call-back or email on the agreed percentage of incidents. Incident Documentation - Make sure the Incident record is fully documented. Determine if it will ever reoccur and decide on preventative measures. |
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When diagnosis is complete what should be created? |
A "Known Error Record" should be entered into the Database, for further consultation in case of any further incidents. |
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What is a problem? |
The cause of one or more incidents. |
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What are the objectives of Problem Management? |
To prevent problems and resulting incidents. To eliminate recurring incidents. to minimize the impact of incidents that cannot be prevented. |
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What is a work around?
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A temporary way of overcoming the issue. |
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What is Access Management? |
Giving people access when authorized and taking away access when unauthorized. |
