ITIL Foundations (Chapter 4: Service Operation)

Virtual

A _____________ service desk utilizes technology to provide the appearance of a centralized service desk.

Centralized

A ________________ service desk may represent a number of individual or local service desks consolidated into a single location.

Priority

A category used to identify the relative importance of an incident, problem or change. ___________ is based on impact and urgency, and is used to identify required times for actions to be taken.

Problem

A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created. and the Problem Management Process is responsible for further investigation.

Event

A change of state that has significance for the management of a Configuration Item or IT Service. The term _________ is also used to mean an alert or notification created by any IT Service, Configuration Item or monitoring tool

Urgency

A measure of how long it will be until an incident, problem or change has a significant impact on the business. For example, a high-impact incident may have low _____________ if it will not affect the business until the end of the financial year. Impact and _____________ are used to assign priority.

Impact

A measure of the effect of an incident, problem or change on business processes. __________ is often based on how service levels will be affected. _________ and urgency are used to assign priority.

Operations Bridge

A physical location where IT Service and IT infrastructure are monitored and managed

Known Error

A problem that has a documented root cause and a workaround. _____________s are created and managed throughout their lifecylce by Problem Management. ___________s may also be identified by development or Suppliers.

Operations logs

A record of what was done, by whom, when and what the outcomes are.

Service Request

A request from a user for information, advice, a standard change, or access to an IT Service. _________________s are usually handled by a Service Desk and do not require a Request for Change (RFC) to be submitted. (e.g. request for a password)

local

A type of service desk structure where the service desk is co-located with the users it serves

Alert

A warning that a threshold has been reached, something has changed, or a failure has occurred. _______s are often created and managed.

Operational Level Agreement (OLA)

An agreement between an IT Service Provider and another part of the same organization (internal to IT)

Informational

An event that does not require any action and does not represent an exception

Warning

An event that is generated when a service or device is approcahing a threshold

Exception

An event that means a service or device is currently operating abnormally

Incident

An unplanned interruption to an IT Service or reduction in the quality of an IT Service. Failure of a Configuration Item that has not yet affected an IT Service is also considered a(n) _________

Incident Management

Coordination of IT resrouces needed to restore an IT service.

Underpinning Contract (UC)

Document that suppports the goals and targets of the SLAs

Problem Management (definition)

Finding the root cause of events and incidents

Access Management

Granting authorized users the right to use a service

Record (logging), Classify (categorization), Diagnosis, Restoration (resolution & recovery), Closure (ownership, monitoring, tracking & communications also happen throughout the cylce)

Incident Lifecycle

Request Fulfillment

Managing customer & user requests that are not the result of an incident

Mean Time to Repair (MTTR)

Mean elapsed time between detection and repair

Mean Time to Restore Service (MTRS)

Mean elapsed time between detection and restoration

MTBSI (Mean Time Between System Incidents)

Mean elapsed time between incidents

Mean Time Between Failures (MTBF)

Mean elapsed time between restoration and detection

Event Management

Monitoring events thoughout the IT Infrastructure

impact and urgency

Priority assignment is a function of ___________________

Incident management, event management, request fulfillment, problem management, access management

Processes of service operation

Workaround

Reducing or eliminating the impact of an incident or problem for which a full resolution is not yet available; for example, by restarting a failed configuration item.

Specialized

Technology can support the creation of _____________ service desk groups within an organization and allow direct routing

Service Desk

The Incident Management process is normally the responsibility of the _________________

Service Knowledge Management Systems (SKMS)

The Known Error Database is part of the ___________________

Service Knowledge Management System (SKMS)

The ___________________ stores incidents, problems and known errors as part of a "Knowledge Base." Matching an incident to the knowledge base provides a resolution or a workaroud. The __________ maintains errors in the Known Error Database (KEDB)

Service Level Agreement (SLA)

The culmination of negotiation and agreement sessions between the business and IT.

Standard Operation Procedures (SOPs)

The detailed instructions the operations staff follows in the day-to-day execution of the procedures and activities of managing the IT infrastructure. Scope extends over all devices and systems under management, and includes defined standards of performance.

Service Operation

The face of IT to the majority of the user community. Delivers and supports IT services.

Service Desk, Technical Management, Applciation Management, IT Operations Management (OATS)

The four functions of Service Operation

IT Operations Control

The function responsible for monitoring and Control of the IT Services and IT Infrastructure

Known Error Database

This database is created by Problem Management and used by Incident and Problem Management. Contains problems with known root causes and workarounds. The _________ is Part of the Service Knowledge Management system.

Informational, Warning, Exception

Three types of events

Reactive and proactive

Two aspects to problem management

Functional and Hierarchical

Types of Escalation

Follow-the-sun

Uses multiple service desk locations tied together via technology and situated in locations around the globe

incident record

Workarounds for incidents without associated problem records are documented in the __________________.

known error records

Workarounds for problems are documented in ________________.

Problem Management

_______________ creates the Known Error Database (KEDB)

Incident, Problem

_______________ management is about restoring services. _______________ management is about finding out what caused the services to fail (two terms)

Proactive

_______________ problem management essentially follows CSI's 7-step improvement process to implement corrective action

Reactive

_______________ problem management is a two-step process that consists of managing the Problem followed by managing Known Error.

Hierarchichal

_________________ escalation seeks to engage higher levels of authority. Occurs when resolution is not likely in time to avoid a service level breach.

Functional

_________________ escalation seeks to engage resources with higher levels of technical capabilities. First level to second level to third level, etc.

Known error records, Incident records

__________________ document workarounds for problems and __________________ document workarounds for Incidents that do not have an associated problem record