Organising Service Operation: IT Operations Management
About the Lecture
The lecture Organising Service Operation: IT Operations Management by IT Training Zone is from the course ITIL® Service Operation. It contains the following chapters:
- IT Operations Management
- IT Operations Management Metrics
- IT Operations Management Docs
- IT Operations Management Roles
- Service Operation Structures
- Organizing Tech & App Management
- Exercise – Organization Structures
Included Quiz Questions
What are the 4 Service Operation functions?
- Application Management
- Technical Management
- IT Operations Management
- Service Desk
- Performance Management
Why would a company consider outsourcing areas like Network Management or the Service Desk?
- Because they have clear boundaries and defined processes
- To reduce costs and quality
- Because they have internal problems running the areas themselves
- To be able to blame someone else for service issues
What is the desired end result of a contact to the Service Desk?
- A user who is able to return to work satisfactorily
- A fulfilled Service Request
- A closed Incident
- A correct escalation to 2nd line
Which Service Desk structure has the benefit of a clearly visible presence?
- Local Service Desk
- Follow the Sun Service Desk
- Virtual Service Desk
- Centralised Service Desk
Which Service Desk structure can offer more flexible working conditions for staff, including the possibility of home working?
- Virtual Service Desk
- Centralised Service Desk
- Follow the Sun Service Desk
- Local Service Desk
What is the recommended first time fix rate for an ITIL aligned Service Desk?
- It will depend on the business requirements
- 80% first time fix
- 75% first time fix
- It will depend on the number of staff available
Which role has responsibilities including:Overall management of desk activities; Acting as a point of escalation; Taking on a wider customer service role; Reporting to senior managers on significant or high impact incidents; Attending Change Advisory Boards
- Service Desk Manager
- Service Desk Supervisor
- Service Desk Analyst
- IT Operations Manager
Which role has responsibilities include:Facilitation of operational communication between IT and the business; Reinforcing user expectations about agreed Service Levels; Training for users in their area
- Super User
- Service Desk Manager
- Service Desk Supervisor
- Service Desk Analyst
What is the primary basis for creating Technical Management organisation structure?
- Specialisation or division of labour
- Business Requirements
- To mirror IT Operations Management
- Based on Service Level Requirements
Which role includes:Working with users, sponsors, Application Management and stakeholders to determine their evolving needs; Working with Application Management and other technical areas to establish the highest level of system requirements that will meet business needs within budget and technology constraints
- Technical Analysts/Architects
- Application Architects/Analysts
- Technical Team Leaders
- Technical Managers
Which Applications does Application Management take responsibility for?
- Internally developed applications
- Externally purchased applications
- None of the above
Which phase of the Application Management lifecycle includes turning requirements into specifications?
- Design
- Build
- Deploy
- Test
What is the relationship between the Service Portfolio and the Application Portfolio?
- The Application Portfolio is a subset of the Service Portfolio
- The Service Portfolio is a subset of the Application Portfolio
- There is no relationship between the two
- The Application Portfolio is the same as the Service Portfolio
Who looks after all the operational activities and events such as console management, job scheduling, back up and restore and maintenance activities?
- Operations Control
- Facilities Management
- IT Operations Management
- Technical Management
What type of IT Operations Management Metrics include successful completion of scheduled jobs,Incident resolution and response times?
- Process Metrics
- Maintenance Metrics
- Job Metrics
- Facilities Management
What is defined as “set of documents that contains detailed instructions and activity schedules for each IT Operations Team involved in the delivery of a service”?
- Standard Operating Procedure
- Operating Manual
- Job Schedule
- Shift Report
Which document will contain handover information and exceptions to Service Maintenance Objectives?
- Shift Report
- Job Schedule
- Standard Operating Procedure
- Operating Manual
Author of lecture Organising Service Operation: IT Operations Management
IT Training Zone
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