Introduction to OSA
About the Lecture
The lecture Introduction to OSA by IT Training Zone is from the course ITIL® Training. It contains the following chapters:
- Lesson Contents
- Service Operation
- OSA Value
- Exercise – OSA Value
- OSA in the Lifecycle
- OSA and Optimisation
Included Quiz Questions
What is the purpose of Service Operation?
- Managing on-going operational services day to day
- Introduction of a new service from design into operation
- Identification of improvements and recording them in an improvement register
- Developing the strategy for the IT service management approach
Which of these is NOT a key objective of Service Operation?
- Plan and manage service changes
- Maintain business satisfaction and confidence in IT by delivering and supporting the agreed IT services effectively and efficiently.
- Minimize the impact of service outages on day-to-day business activities
- Ensure that access to agreed IT services is provided to authorised users only
Which of the following is NOT a benefit resulting from effective OSA practices?
- Successful implementations that deliver the outcomes the business needs
- The duration of outages is kept to a minimum
- The security policy of the organisation is implemented
- Good quality data is provided to the other lifecycle processes
Service Operation is a key part of the Service Lifecycle Are these statements true?
- Service Strategy is responsible for considering why services are requires; Service Operation delivers them
- Service Operation is responsible for ensuring that the warranty aspects which were part of the Service Design are delivered day-to day
- Neither are true
Which of the following should Service Operation ensure are delivered when the service is operational?
- Response and resolution targets, The non-functional requirements & Suggestions for improvements
- Response and resolution targets, The non-functional requirements, A detailed business case & Suggestions for improvements
- Response and resolution targets & The non-functional requirements
- Response and resolution targets, The non-functional requirements & A detailed business case
Which of the following is the responsibility of Service Operation?
- Delivering the business benefit identified in the Service Strategy stage
- Ensuring operational staff have been trained to support new services
- Early life support
- Taking a baseline
Which of the following is/are NOT a Service Operation function?
- Financial Management & Infrastructure Management
- Application Management & Financial Management
- Financial Management
- Infrastructure Management
Which of the following is an OSA process?
- Access Management
- Service Level Management
- Service Desk Management
- Supplier Management
Which of the following statements about OSA and CSI is CORRECT?
- OSA processes should be subject to continual improvement
- The data for CSI baselines is often supplied by the OSA processes
- Neither of the above
Communication with the customers and users is very important. Who provides this communication on a day-to-day basis?
- The Service Desk
- Business Relationship Management
- Service Level Management
- Operations Management
Author of lecture Introduction to OSA
IT Training Zone
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