1. ITIL® OSA - Operational Support and Analysis

OSA Functions and Roles: Process and Function Roles von IT Training Zone

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Über den Vortrag

Der Vortrag „OSA Functions and Roles: Process and Function Roles“ von IT Training Zone ist Bestandteil des Kurses „ITIL® OSA - Operational Support and Analysis “. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • Lesson Contents
  • PM Role
  • EM Roles
  • Service Desk Roles
  • TM Roles
  • AM Roles

Quiz zum Vortrag

  1. Service Desk Manager
  2. Technical IT Infrastructure Manager
  3. Application Development Manager
  4. Problem Manager
  1. Managing the incident lifecycle across all competencies, from first to second to third line
  2. Managing problems to their conclusions
  3. Management of users to ensure incidents are correctly reported
  4. Managing the negotiation of supplier contracts to ensure Incidents are raised correctly
  1. It is recommended that Incident Management and Problem Management are managed separately
  2. It is recommended that Incident Management and Problem Management are managed together
  3. Neither
  1. Problem Management should maintain a permanent fixed team witProblem Management should be headed by a Problem Manager and a team with the appropriate skills convened when required h a breadth of skills at all times
  2. Problem Management should maintain a permanent fixed team with a breadth of skills at all times
  3. Problem Management and Incident Management teams should be merged for cost saving
  4. The Service Desk Manager should be solely responsible for the allocation of problems to the Technical teams
  1. Problem Management plays a key part in the management of major incidents
  2. Problem Management manages the updates to the KEDB
  3. Neither
  1. Request Fulfilment may be carried out as part of Incident Management
  2. Request Fulfilment should never be carried out by the teams managing incidents
  3. Request Fulfilment is only carried out as part of a self-help Incident Management system
  4. Incident Management and Request Fulfilment are not separate processes
  1. Completing service requests for users
  2. Fulfilling password resets
  3. Carrying out customer satisfaction surveys
  4. Authorizing changes
  1. An incident is an unplanned interruption to service, an event does not necessarily affect service
  2. There is no difference between incidents and events
  3. All events are incidents but they are reported automatically
  4. Event Management does not include IT staff in any respect, as it is solely automated
  1. Security and Availability Management will shape the roles for Access Management
  2. Access Management will be carried out by Technical Management functions only
  3. Application support and technical support will not be involved with Access Management
  4. Access Management is the only ever managed at the Service Desk
  1. Access Management may be carried out by Technical or Application Management
  2. Access Management is only managed by Information Security Management
  3. Neither
  1. When the organization is large enough to warrant a large Service Desk with a Manager and team Supervisors
  2. When the Service Desk Manager is on leave
  3. When the role of Service Desk Manager is combined with Incident Manager
  4. When the Service Desk is supporting critical business services
  1. They are responsible for 1st line support
  2. They are responsible for managing problems
  3. They are responsible for designing the access controls for password resets
  4. They are responsible for managing changes to their conclusion
  1. Service Desks may have Supervisors who assist in the management of escalations
  2. All roles described in the functions should be replicated as job titles in an IT department
  3. Neither
  1. A Super User
  2. A Technical expert
  3. An Application expert
  4. An Expert user
  1. A Technical Manager may be needed for each technical team or department
  2. Technical Managers are the most suitable staff to carry out the duties of a Service Desk analyst
  3. Neither
  1. Someone who performs the activities assigned to the Technical Management function
  2. Someone who takes calls on the Service Desk
  3. Someone who carries out the support of applications
  4. Someone who manages the IT support teams
  1. Carrying out back-ups of systems
  2. Carrying out regular maintenance schedules
  3. Managing technical support teams
  4. Managing resource schedules for shift teams
  1. Technical Operator
  2. Technical Manager
  3. Service Desk Analyst
  4. Service Desk Manager
  1. Management responsibilities and expertise in application support
  2. Operational responsibilities for application development
  3. Management responsibilities and expertise in infrastructure support
  4. Operational responsibilities for backing up software
  1. Application Management is responsible for assisting in the decision to purchase or development applications
  2. Application architects will be responsible for matching requirements to application specifications
  3. Neither

Dozent des Vortrages OSA Functions and Roles: Process and Function Roles

IT Training Zone

IT Training Zone

IT Training Zone is a privately owned company which concentrates on the global delivery of fully accredited online ITIL training. They offer precisely managed course production and delivery and provide flexible, anytime / anyplace access to accredited courseware - backed by knowledgeable and friendly ITIL Expert tutors and support staff.

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