What’s the purpose of Problem Management?
A. The purpose of Problem Management is to manage the lifecycle of all problems from first identification through further investigation, documentation and eventual removal.
B. The purpose of Problem Management is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that agreed levels of service quality are maintained
C. The purpose Problem management includes the need to ensure that the level of availability delivered in all IT services meets the agreed availability needs and/or service level targets in a cost-effective and timely manner
D. The purpose of the Problem Management process is to ensure the goals and objectives of the service design stage are met by providing and maintaining a single point of coordination and control for all activities and processes within this stage of the service lifecycle.
What are the Critical Success Factors (CSFs) associated with Service Operation?
A. Management Support – business support – champions – staffing and retention – service management training – suitable tools – validity of testing.
B. Inadequate Funding – loss of momentum – loss of key personnel – resistance to change – lack of management support – faulty design – suspicion – differing customer expectations.
C. Lifecycle Support – IT support –business representation – ISO standard alignment – outsourcing – co-sourcing – multi-sourcing – business process outsourcing – application service provision.
D. Organising By Activity – organising by processes – organising IT Operations by geography – hybrid organisational structures – organising application and technical management.
What are the two types of monitor control loops?
A. Open and return loop systems.
B. Open and closed loop systems.
C. Reactive and proactive systems.
D. Activity and feedback systems.
What’s the purpose of the Access Management process?
A. The purpose of Access management is to ensure that the service provider has the right mix of services to balance the investment in IT with the ability to meet business outcomes.
B. The purpose of Access Management is to secure the appropriate level of funding to design, develop and deliver services that meet the strategy of the organisation.
C. The purpose of Access Management is to provide the right for users to be able to use a service or group of services. It is therefore the execution of policies and actions defined in information security management.
D. The purpose of Access Management is the process of defining and maintaining an organisation’s perspective, position, plans and patterns with regard to its services and the management of those services.
What’s the purpose of the Incident Management Process?
A. The purpose of the Incident Management process is to ensure that all current and planned IT services are delivered to agreed achievable targets, as detailed in service level agreements (SLAs)
B. The purpose of Incident management is to understand, anticipate and influence customer demand for services and to work with capacity management to ensure the service provider has capacity to meet this demand.
C. The purpose of the Incident Management process is to the process is to establish and maintain a business relationship between the service provider and the customer based on understanding the customer and their business needs.
D. The purpose of incident management is to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that agreed levels of service quality are maintained.
What’s the purpose of the Request Fulfilment process?
A. The purpose of the Request Fulfilment process is to define and manage the steps needed to identify, define, gather, process, analyse, present and implement improvements.
B. The purpose of the Request Fulfilment process is to plan, schedule and control the build, test and deployment of releases, and to deliver new functionality required by the business while protecting the integrity of existing services.
C. The purpose of the Request Fulfilment process is to ensure that a new or changed IT service matches its design specification and will meet the needs of the business.
D. The purpose of the Request Fulfilment Process is to assume responsibility for managing the lifecycle of all service requests from the users, whilst maintaining user and customer satisfaction through efficient and professional handling of all service requests.
Processes – A process is defined as ‘A structured set of activities designed to accomplish a specific objective’. A process takes one or more defined inputs and turns them into defined outputs.
Service Operation consists of which processes?
A) Availability Management – Service Portfolio Management – Transition Planning and Support – Technical Management.
B) Problem Management – Design Coordination – Change Management – Incident Management.
C) Problem Management – Incident Management – Event Management – Request Fulfilment – Access Management.
D) Demand Management – Financial Management – Event Management – Capacity Management.
Functions are defined as ‘A team or group of people and the tools or other resources they use to carry out one or more processes or activities’. Service Operation is the only stage in the lifecycle that has defined functions, but what are they known as?
A. Technical Management – IT Operations Management – Application Management – Service Desk.
B. Functional Management – Network Management – Supplier Management – Technical Management.
C. Design Management – Database Management – Cloud Management – Storage Management.
D. Data Centre Management – Middleware Management – Facilities Management – Service Desk.
What is the purpose of Service Operation?
A. The purpose of Service Operation is to ensure no services are transitioned into the live environment without thorough and rigorous testing and that all tests have defined pass/fail criteria agreed with the business. Service Operation also ensures sufficient resources and time are made available for testing purposes.
B. The purpose of Service Operation is to design IT services, together with the governing IT practices, processes and policies, to realize the service provider’s strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision.
C. The purpose of Service Operation is to align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes. Service Operation drives improvements via Service Improvement plans, implements, then establishes a new baseline before launching the next improvement initiative.
D. The purpose of Service Operation is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers, whilst being responsive to changes in scale, scope and service levels.
What’s the purpose of the Event Management Process?
A. The purpose of Event Management is to share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve efficiency by reducing the need to rediscover knowledge.
B. The purpose of Event Management is to manage events throughout their lifecycle. This lifecycle of activities to detect events, make sense of them and determine the appropriate control action is coordinated by the event management process.
C. The purpose of the Event Management process is to provide a consistent and standardized means of determining the performance of a service change in the context of likely impacts on business outcomes, and on existing and proposed services and IT infrastructure.
D. The purpose of the Event Management process is to ensure that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed. This information includes details of how the assets have been configured and the relationships between assets.
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