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13 Cards in this Set

  • Front
  • Back
Service Operation
Coordinate & carry out the actrivites & process required to manage service
Event
chagne of state detectable occurance
Alert
warning
threshold has been reached
something has changed
failure occurred
Incident
unplanned interruption, reduction in the quality of service
Impact
messure of the effect
Urgency
measure of how long unitl signifigant impact
Priority
Category used to identify importance
Event Managment
ability to detect events, make sense of them and determine action
Incident Managment
to restore service operation
Request Fulfillment
Channel for users to request and receive service
Model
predefining the steps
Problem Managment
responsible for managing the lifecyle of a problem
root cause
Access Managment
provides the right for users to be able to use a service or group of services