ITIL®: Service Operation Processes
About the Lecture
The lecture ITIL®: Service Operation Processes by IT Training Zone is from the course ITIL® Foundation. It contains the following chapters:
- Service Operation
- Key Concept - Communication
- Incident Management Purpose
- Event Management Purpose
- Request Fulfilment
- Access Management
- Problem Management
ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a registered trademark of AXELOS Limited.
Included Quiz Questions
Which of these is NOT a Service Operation process?
- Service Desk
- Incident Management
- Request Fulfilment
- Access Management
What is the purpose of Incident Management?
- To restore normal service as quickly as possible
- To permanently fix Incidents
- To eliminate the root cause of Incidents
- To provide access to services
Incident priority is calculated from what?
- Impact and urgency
- Utility and warranty
- Category and impact
- Time and date
What is defined as “a change of state that has significance for the management of a configuration item”?
- Event
- Incident
- Problem
- Alert
A user has logged into an application successfully. What type of event ahs just occurred?
- Information
- Warning
- Exception
- An event has not occurred
Access Management follows policies set by which process?
- Information Security Management
- Service Level Management
- Service Portfolio Management
- Problem Management
Which Service Operation process tries to eliminate recurring incidents?
- Problem Management
- Incident Management
- Event Management
- Request Fulfilment
A printer is jamming and needs to be fixed. Users have realised that it can still be used by feeding paper into it one page at a time. What’s the correct term for this action?
- Workaround
- Incident
- Known Error
- Problem
Which process supports Problem Management by providing information used to assign a ‘pain value’ to each problem?
- Financial Management
- Knowledge Management
- Service Level Management
- Access Management
Which of these are possible Incident Management process triggers?
- All of the above
- Phonecall from user
- Input from monitoring tool
- Verbal report from IT staff
Author of lecture ITIL®: Service Operation Processes
IT Training Zone
Customer reviews
5,0 of 5 stars
| 5 Stars |
|
5 |
| 4 Stars |
|
0 |
| 3 Stars |
|
0 |
| 2 Stars |
|
0 |
| 1 Star |
|
0 |
