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16 Cards in this Set
- Front
- Back
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What is a Configuration Item? |
Any Component that needs to be managed in order to deliver an IT Service |
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What are the two different types of event monitoring tools? |
Active Monitoring Tools - Poll Configuration items Passive Monitoring Tools - Listen for Notifications |
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The three Event Types |
Exceptional - User attempts log in with wrong password Informational - A user logged in Warning - CPU at 90% |
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What does ITIL stand for |
Information technology Infrastructure Library |
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Who created ITIL |
The UK Governement |
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What are the benefits of these physical help desk structure Local Centralised Virtual |
Local - Easy to locate, clearly visible presence Centralised - Efficient and cost effective, though sharking resources Virtual - 24 hour coverage at relatively low cost |
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Key functions a service desk should offer |
Information transfer, Supplier relations, |
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What is the main objective of a Service Desk? |
Serve as a point of contact between users and IT Services Management |
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What does an incident model show? |
The steps that should be taken to deal with a known incident |
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What is an Incident?
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An unplanned interruption to in IT Service |
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What is the main goal of incident management? |
Restore normal service operation as quickly as possible |
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What if the Service Desk is unable to resolve the incident itself or within a specified time-frame? |
The incident must be immediately escalated for further support |
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What is the ITIL definition of a problem? |
A problem is the underlying cause of one or more incidents |
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What are the primary objectives of the Problem Management Process? |
Eliminate recurring incidents
Minimise the impact of incident that cannot be prevented Prevent problems and resulting incidents from happening |
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What is the purpose of a Known Error Database?
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It allows us to keep a record of errors that have happened so that if further incident problems arise, they can be identified and the service restored more quickly |
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What is a 'workaround'? |
A temporary way of overcoming difficulties |
