1. ITIL® OSA - Operational Support and Analysis

Technology and Implementation: Technology and Tool Requirements, Process Technology Requirements by IT Training Zone

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About the Lecture

The lecture Technology and Implementation: Technology and Tool Requirements, Process Technology Requirements by IT Training Zone is from the course ITIL® OSA - Operational Support and Analysis . It contains the following chapters:

  • Lesson Contents
  • Technology Requirements
  • SaaS
  • Exercise – Tool Training
  • Process Requirements
  • Access Management
  • Process Implementation

Included Quiz Questions

  1. Tools are designed to assist good processes, not replace them
  2. Processes cannot function without tools
  3. Tools are meant to replace processes that do not function well
  4. Tools define the processes we use by formalising the records and steps that we need
  1. Self help systems that allow for a user interface even when the Service Desk is closed
  2. Business dashboards that demonstrate the success of the business processes
  3. Accountancy software that allows for the end of year business accounts to be prepared
  4. Systems that support the payroll function of the organisation by printing pay slips
  1. Neither
  2. Self help systems should not be made available outside of Service Desk hours
  3. Self help systems are designed to increase the number of contacts to the Service Desk, as users need to verbally chase their calls
  1. Process control engine
  2. Process workflow system
  3. Process workflow engine
  4. Process control workflow
  1. A CMS is an important part of the service management tool
  2. A CMS should never be integrated into the service management tool
  3. Neither
  1. Integrated discovery, deployment and licensing technology
  2. Use of manual systems and the adoption of spread sheets for data capture
  3. Removal of all associated connections with incident and problem records
  4. Updating the information in the Active Directory and producing a report
  1. Business performance management tools
  2. Remote control capability
  3. Incorporation of diagnostic scripts
  4. Extraction of data and creation of reports
  1. Archive of data from a 24 hour period
  2. Live dashboards
  3. Filtering of information in real time
  4. Live balanced scorecard updates
  1. Understand your requirements for the tool
  2. Define the interfaces the tool will need in respect of monitoring software
  3. Train staff in the use of the tool
  4. Train business users in the use of self help system interfaces
  1. MoSCoW is an acronym for categorization of requirements
  2. It is important to categorise requirements to ensure that they are prioritized correctly
  3. Neither
  1. Service Operation can be supported by tools
  2. Service Operation cannot be supported with tools
  3. The CMS is the only tool that can assist in the support of Service Operation
  4. Service Operation will only be successful if all processes are automated
  1. Service management tools support the balance of control and avoidance of unnecessary bureaucracy
  2. Service management tools cannot provide automation without additional bureaucracy
  3. Records held in the tool should not be accessible without manual intervention
  4. Automation cannot support the Service Transition processes
  1. Event Management is supported by automation
  2. It is desirable for Event Management systems to integrate directly with Incident Management tools
  3. Neither
  1. An integrated service management tool
  2. A service management knowledge base
  3. An information system database
  4. A known error database
  1. Incident Management benefits from diagnostic tools
  2. Incident Management benefits from automated escalation tools
  3. Neither
  1. Good selection of generic reports, supported by easy customisation
  2. Only customised reports should be supported
  3. No reporting capability should be integrated into the tool, it should be managed separately
  4. Standard reports should be generated and no changes should be made to the design or output
  1. Integration of web interface, Incident Management and Configuration Management Systems
  2. Secure access to incident diagnostics for the Service Desk
  3. Integration of incident and problem records
  4. Access to the Known Error Database for incident resolution
  1. Access Management
  2. Incident Management
  3. Event Managementv
  4. Change Management
  1. As early as possible in the lifecycle stages
  2. Only during the Service Operation lifecycle stage
  3. Only during the Service Transition and Operation lifecycle stages
  4. Service Operation staff should not get involved in CSI
  1. Service Operation will carry out change implementation as part of business as usual
  2. Service Operation will carry out changes using a project management approach
  3. Neither

Author of lecture Technology and Implementation: Technology and Tool Requirements, Process Technology Requirements

IT Training Zone

IT Training Zone

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