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44 Cards in this Set
- Front
- Back
What is the purpose of service operation? |
to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels |
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T/F: service operation is where the value of a service is realized |
True |
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T/F: service operation is where the organizational strategies are executed |
True |
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T/F: service operation is where the value is delivered |
True |
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What happens without proper strategy, design and transition |
lacking an operational budget, making it difficult to fund the service. Service becomes part of the baseline of operation and may be taken for granted |
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What are some examples of communication |
reporting, routine operational communication, training on new or customized processes and service designs |
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What are the four fundamental elements of service operation? |
service desk, technical management, IT operations management, application management |
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What is the purpose of the service desk |
minimize disruption to the business through the effective handling of incidents. To effectively manage service requests |
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What are some values to business |
single point of contact, better quality and response, improved customer service and satisfaction, reduced negative business impact |
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what are some examples of service desk activities |
managing calls, managing service requests and incidents, communication |
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what are the four service desk structures? |
local(located within business), central (located in single place), virtual (uses technology to support [RDS]), follow the sun (24 hr support, global) |
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What are the multi-tiered levels of technical support? |
Tier 1 - initial support (gather information, simple problem solving) Tier 2 - more in exp/knowledge (troubleshooting, on-site/remote) Tier 3 - most advanced (new/unknown problems) |
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What are four service desk considerations |
specialized groups, staffing, staff retention, super users |
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what is the purpose of technical management |
help plan, implement and maintain a stable technical infrastructure |
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What does dual role for technical management mean? |
custodian of technical knowledge and expertise. provides resources to support the service lifecycle |
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What is the purpose of application management |
manage applications through their life cycle. Help identify functional and manageability requirements. assist in design and deployment of applications. assist in the ongoing support and improvement of applications |
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what does dual role for application management mean |
custodian of application knowledge and expertise. provides resources to support the service life cycle |
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what is the purpose of IT operations management |
performs the daily activities needed to manage IT services and the supporting infrastructure |
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what are the sub functions of IT operations management |
IT operations control (console monitoring, job scheduling, backup and restore, print and output) Facilities management (data center, management, recover site management, data and server consolidation, contracts) |
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what are the sub functions of application management |
financial applications, hr applications, business applications |
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what are the sub functions of technical management |
mainframe management, server management, network management, storage management, database management |
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what does incident management mean |
restoring service to users |
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what does problem management mean |
removing errors from the environment |
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what is the purpose to incident management |
restore normal service operation as quickly as possible. minimize adverse impact on business operations. ensure the best possible levels of service quality and availability are maintained |
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what is the scope of incident management |
includes any event which disrupts, or which could disrupt a service |
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what are the objectives of incident management |
ensure standardized methods and procedures, increase visibility and communication of incidents to business and IT support staff. enhance business perception of IT through use of a professional approach in quickly resolving and communicating incidents when they occur. align incident management activities and priorities with those of the business |
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what is the value to business for incident management |
detect and resolve incidents which results in lower downtime to the business. identification of potential improvements to service. |
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incident |
an unplanned interruption to an It service or reduction in the quality of an It service |
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functional escalation |
transferring an incident, problem or change to a technical team with a higher level of expertise |
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hierarchic escalation |
hierarchic escalation is informing more senior levels of management to assist with an incident, problem or change |
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incident models |
predefinition of commonly occurring incidents with predefined steps, responsibilities, timescales and escalations |
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major incidents |
incidents that have immediate and significant interruption to business |
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determining priority |
priority of an incident is based on both the impact and urgency |
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escalation |
determining when to move an incident on to a functional of hierarchical superior |
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what is the purpose of problem management |
manage lifecycle of all problems from first identification through further investigation, documentation, and eventual removal |
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what are the objectives of problem management |
prevent problems and resulting incidents from happening. eliminate recurring incidents. minimize the impact of incidents that cannot be prevented |
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what is the scope of problem management |
Reactive (solving problems in response to one or more incidents) Proactive (identifying and solving problems and known errors before related incidents can occur again) |
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What can be considered under the scope of problem management |
conducting major incident reviews, identifying patterns and trends of activities, targeting patterns and trends of warning and exception events, conducting brainstorming sessions to identify trends |
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what is the value to business for problem management |
reduces the errors in the environment resulting in improved availability and fewer incidents |
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problem |
the cause of one or more incidents |
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workaround |
reduction or elimination of the impact of an incident or problem for which a full resolution is not yet available |
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known error |
a problem that has a documented root cause and workaround. may be identified by suppliers. |
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KEDB known error database |
contains all known error records. created by problem management. used by incident and problem management |
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SKMS |
service knowledge management system |