Service Management 2 Quiz

Front 1

What is the purpose of service operation?

Back 1

to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels

Front 2

T/F: service operation is where the value of a service is realized

Back 2

True

Front 3

T/F: service operation is where the organizational strategies are executed

Back 3

True

Front 4

T/F: service operation is where the value is delivered

Back 4

True

Front 5

What happens without proper strategy, design and transition

Back 5

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

Front 6

What are some examples of communication

Back 6

reporting, routine operational communication, training on new or customized processes and service designs

Front 7

What are the four fundamental elements of service operation?

Back 7

service desk, technical management, IT operations management, application management

Front 8

What is the purpose of the service desk

Back 8

minimize disruption to the business through the effective handling of incidents. To effectively manage service requests

Front 9

What are some values to business

Back 9

single point of contact, better quality and response, improved customer service and satisfaction, reduced negative business impact

Front 10

what are some examples of service desk activities

Back 10

managing calls, managing service requests and incidents, communication

Front 11

what are the four service desk structures?

Back 11

local(located within business), central (located in single place), virtual (uses technology to support [RDS]), follow the sun (24 hr support, global)

Front 12

What are the multi-tiered levels of technical support?

Back 12

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)

Front 13

What are four service desk considerations

Back 13

specialized groups, staffing, staff retention, super users

Front 14

what is the purpose of technical management

Back 14

help plan, implement and maintain a stable technical infrastructure

Front 15

What does dual role for technical management mean?

Back 15

custodian of technical knowledge and expertise. provides resources to support the service lifecycle

Front 16

What is the purpose of application management

Back 16

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

Front 17

what does dual role for application management mean

Back 17

custodian of application knowledge and expertise. provides resources to support the service life cycle

Front 18

what is the purpose of IT operations management

Back 18

performs the daily activities needed to manage IT services and the supporting infrastructure

Front 19

what are the sub functions of IT operations management

Back 19

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)

Front 20

what are the sub functions of application management

Back 20

financial applications, hr applications, business applications

Front 21

what are the sub functions of technical management

Back 21

mainframe management, server management, network management, storage management, database management

Front 22

what does incident management mean

Back 22

restoring service to users

Front 23

what does problem management mean

Back 23

removing errors from the environment

Front 24

what is the purpose to incident management

Back 24

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

Front 25

what is the scope of incident management

Back 25

includes any event which disrupts, or which could disrupt a service

Front 26

what are the objectives of incident management

Back 26

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

Front 27

what is the value to business for incident management

Back 27

detect and resolve incidents which results in lower downtime to the business. identification of potential improvements to service.

Front 28

incident

Back 28

an unplanned interruption to an It service or reduction in the quality of an It service

Front 29

functional escalation

Back 29

transferring an incident, problem or change to a technical team with a higher level of expertise

Front 30

hierarchic escalation

Back 30

hierarchic escalation is informing more senior levels of management to assist with an incident, problem or change

Front 31

incident models

Back 31

predefinition of commonly occurring incidents with predefined steps, responsibilities, timescales and escalations

Front 32

major incidents

Back 32

incidents that have immediate and significant interruption to business

Front 33

determining priority

Back 33

priority of an incident is based on both the impact and urgency

Front 34

escalation

Back 34

determining when to move an incident on to a functional of hierarchical superior

Front 35

what is the purpose of problem management

Back 35

manage lifecycle of all problems from first identification through further investigation, documentation, and eventual removal

Front 36

what are the objectives of problem management

Back 36

prevent problems and resulting incidents from happening. eliminate recurring incidents. minimize the impact of incidents that cannot be prevented

Front 37

what is the scope of problem management

Back 37

Reactive (solving problems in response to one or more incidents) Proactive (identifying and solving problems and known errors before related incidents can occur again)

Front 38

What can be considered under the scope of problem management

Back 38

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

Front 39

what is the value to business for problem management

Back 39

reduces the errors in the environment resulting in improved availability and fewer incidents

Front 40

problem

Back 40

the cause of one or more incidents

Front 41

workaround

Back 41

reduction or elimination of the impact of an incident or problem for which a full resolution is not yet available

Front 42

known error

Back 42

a problem that has a documented root cause and workaround. may be identified by suppliers.

Front 43

KEDB known error database

Back 43

contains all known error records. created by problem management. used by incident and problem management

Front 44

SKMS

Back 44

service knowledge management system