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WorksheetsSERVICE SUPPORT PROCESS
Total questions: 20
Worksheet time: 10mins
Service Delivery and Service Support processes are linked together through the Service Desk
To offer superior technical support which may be reason enough for most businesses.
To ensure that IT services are provided as agreed between the service provider and the customer.
To provide a single point of contact between users and IT service department of IT organization
To provides delivery and management of network-based services, applications, and equipment to enterprises, residences, or other service providers.
Advantages Of Configuration Management
Managing IT Components and Services
Efficient Problem Solving
Improved Security
Better Support for Other Processes
3 major types of problem management
Presumptive Cause
error cause
Contributing Cause
Root Cause
What are the release management responsible
communication with the users and for considering their expectations during the planning and rollout of new release
Provides interface for other IT Service Management Process
Ensures that solution proposed by Availability management is justified in terms of cost vs. benefit
Deciding the charges for various services that provided, prepare the bill and send to customer
Which one of these below is Service Delivery?
Incident Management
Change Management
Availability Management
Configuration Management
Which one of these below is Service Support?
Availability Management
Capacity Management
Problem Management
Service Level Management
What is Configuration Management?
Provision of a service by one part of an organization or group where that service had previously been found in more than one part of the organization or group.
Managing activities of the configuration management process of an IT organization.
The process which identifies and defines configuration items (CI) in a system.
Configuration Management involves these except
Monitoring status of configuration items.
Provides logical model of IT infra
Maintains continuity of the service level and underlying service desk function
Processing requests for change (RFC) and verifying the completeness and correctness of CI
What is Configuration Item’s attributes?
Managing activities of the configuration management process of an IT organization
Information of CI is stored in database in the form of various attribute
Basic structural unit of a configuration management system
Contains all CIs important relationship among them
Which one of them are the second step of Configuration Management Flow Diagram Process
Access Configuration Item
Change Configuration Item
Review Configuration Item
Establish Configuration Item
What is Incident?
Bad event caused by error or by chance. Accidents are always unintentional.
An event or problem which causes or may cause interruption or reduction in quality of service to the customer or organization.
Which one of them are the Advantages Of Incident Management?
Managing IT Components and Services
Improved Security
More Rapid Processing of Changes
Improves quality of the IT service
What is Problem?
A matter or situation regarded as unwelcome or harmful and needing to be dealt with and overcome.
Any event, big or small, good or bad, intentional or unintentional.
Bad event caused by error or by chance. Accidents are always unintentional, and they usually result in some damage or injury.
Which one of them are the major types of Problem Management?
Resolution & recovery
Root Cause
Incident closure
Acceptance testing
Which one of them are third step Of Change Management?
Change Classification
Change Review
Change Initiator
Change Request
Which one process involved in Release Management ?
Determine the Category
Release Planning
Change Development
Reduce Impact
What are the job responsibilities of release manager?
Prevention measures and recovery plans that ensure continuity of the services have to be monitored clearly.
Determine the impact of the change on services and business process.
Initiates change to improve service availability.
Ensure the quality of production environment by using formal procedure and check while implementing new version.
State the implementation cost of configuration management.
Expenditure
People
Time
Document
Software
Plans
Models
People
Time
Location
Expenditure
Models
Incident should be recorded and classified. What is the example of classifications of incident and initial support for Application ?
Incident closure and ownership.
System down and automatic alert.
Disk usage full and service not available.
Printer not working and virus harm.
What is the function of Compact Failure Impact Analysis ( CFIA).
To store the database in the form of various attributes.
To predict and evaluate the impact a component failure can have on its related IT service.
To manage the activities of the configuration management.
To monitor the licensing of software.
