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25 Cards in this Set
- Front
- Back
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What is the definition of an event? |
An event is any detectable occurrence that has an effect on the management of IT infrastructure. |
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What is the purpose of event management? |
To detect, make sense of, and decide on a course of action. |
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What is the definition of an alert? |
A warning that a threshold has been reached, something has changed, or something has failed. |
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What is the scope of event management and some things it applies to? |
Any aspect of service management that must be controlled or automated. It can apply to configuration items, environmental conditions, software licensing, or normal IT activities. |
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What are the three types of events and their characteristics?
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Normal- Regular operation Unusual - Unusual operation Exceptional - an exception has occurred or there are threshold violations. |
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What is the purpose of request fulfillment?
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To manage service requests of users through their life cycle. |
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Who primarily handles service requests? |
Service Desk. |
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Who can service requests be escalated to? |
Internal or external support teams. |
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Service requests might require what for entitlement or funding? |
Authorization. |
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What are used to turn complex requests into work orders allowing for efficient fulfillment? |
Request models. |
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Where should service requests be documented and stored? |
The requests should be documented in a request models and stored in a Service Knowledge Management System(SKMS). |
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What is the definition of a service request? |
And request from a user for advice, information, or a service. |
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What is a service catalogue? |
A database or document that outlines all available services that may be deployed and information on active services. |
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What is access management(Identity Management/Rights Management)? |
It is managing who has access to services. |
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What are the 3 main objectives of access management? |
To enforce access to services based on policies. Respond efficiently to access requests, access right changes, and restricting access. Oversee access to services and make sure they are not being abused. |
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What does access management allow organizations to do?(CIA) |
Control the confidentiality, integrity, and availability of an organizations data and IP. |
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Does access management define policies? |
No it only enforces them. |
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What is the definition of access? |
The level and extent of a services functionality that a user is entitled to. |
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What is the definition of Identity? |
Information about a user that distinguishes them within an organization that can be used to verify their status. |
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What are rights in access management? |
Entitlements or permissions granted to a user. |
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What handles access requests? |
Service Desk |
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What is verification? |
Ensuring a user is who they say they are. |
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What is the activity of providing rights? |
Granting appropriate permissions to access a service. |
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What is the activity of monitoring status? |
It is watching for changes in a role. |
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What is the activity of tracking access? |
Ensuring that access is used properly. |
