Service Operation Process: Acces Management and Problem Management
About the Lecture
The lecture Service Operation Process: Acces Management and Problem Management by IT Training Zone is from the course ITIL® Service Operation. It contains the following chapters:
- Access Management
- Access Management Value
- AM Triggers, Interfaces
- AM Metrics, Challenges
- Problem Management
- Problem Management Concepts
- PM Information Management
- Problem Management CSFs
- Exercise – Problem Management
Included Quiz Questions
Which of the following is not a Service Operation Process?
- Capacity Management
- Event Management
- Access Management
- Problem Management
What is this a definition of?“Any detectable or discernable occurrence that has significance for the management of the IT infrastructure or the delivery of IT service - and - the evaluation of the impact a deviation might cause to the services.”
- Event
- Incident
- Service Level Breach
- Problem
What type of monitoring tool responds to specific alerts generated by configuration items?
- Passive monitoring tool
- Active monitoring tool
- Event monitoring tool
- System monitoring tool
What role can Technical and Application Management play in Event Management?
- They are involved in event design
- They are involved in testing events
- They respond to events
- They train other staff to respond to events
- None of the above
Correctly filtering events is a critical success factor for the process. How is correct filtering achieved?
- By an iterative process of trial and error
- By considering Event Management during service design
- By integrating Event Management into all service management processes
- By following supplier instructions
What should an Incident Model contain?
- Steps to be taken
- Timescales
- Escalation points
- Roles and responsibilities
- None of the above
How does Incident Management improve business productivity?
- By prioritising Incidents appropriately and restoring service as quickly as possible
- By logging Incidents as quickly as possible
- By raising Problem Records
- By communication with end users
An organisation has very few monitoring tools and a poorly performing Event Management process.What will the effect of this be for the Incident Management process?
- Incidents will not be detected as soon as they happen
- More Incidents will occur
- Fewer users will phone the Service Desk
- Less Problems will be resolved
Which Service Operation process delivers value by providing quick and effective provision of standard services?
- Request Fulfilment
- Incident Management
- Access Management
- IT Operations Management
Which Service Operation processes will benefit from software that has web front end capability allowing users to log and check on contacts and queries themselves?
- Incident Management
- Access Management
- Request Fulfilment
- Problem Management
Which of the Access Management key concepts is defined as:“The actual settings whereby a user is provided access to a service or group of services. Typical rights, or levels of access, include read, write, execute, change, delete”.
- Rights
- Identify
- Access
- Directory Services
What is the name of the document or data store that Access Management uses to track information about standard services for all users, as well as specific access levels for different roles?
- Catalogue of Roles
- Service Catalogue
- Service Portfolio
- Access Catalogue
What 2 processes will most improve the effectiveness of the Problem Management process?
- Incident and Change Management
- Incident and Access Management
- Capacity and Availability Management
- Capacity and Change Management
A financial organisation has a poorly performing Change Management process. The process is dealing with extremely high volumes of change, many of which are Standard changes and do not necessarily require Change Management involvement.
- Improved customer satisfaction with regard to Service Requests
- Improved access to standard services
- More efficient Change Management
- None of the above
Which of the following is NOT one of the main areas that Access Management is concerned with?
- Utility
- Access
- Rights
- Identity
Which of the following activities/ objectives are part of the role of Access Management?
- Implementing the rights that the user has to a service or services
- Allocating unique user identities
- Design and implementation of an effective Security organizational structure
- Defining an Information Security Policy to address each aspect of the Strategy
Author of lecture Service Operation Process: Acces Management and Problem Management
IT Training Zone
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