Service Operation Principles
Über den Vortrag
Der Vortrag „Service Operation Principles“ von IT Training Zone ist Bestandteil des Kurses „ITIL® Service Operation“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- How to Study
- Balance in Service Operation
- Cost vs. Quality
- Internal vs. External
- Exercise – Balance 1
- Exercise – Balance 2
- SO in Design and Transition
- Communication
- Exercise – SO inputs and outputs
Quiz zum Vortrag
What term is used to refer to “the people and automated measures that execute a process or activity - or a combination of processes and activities”
- Function
- Group
- Role
- Team
Organisational structure and the way we organise our resources are vital for effective Service Operation.What are some of the risks of not managing our resources properly?
- Tasks may be lost or duplicated
- Return on Investment may be negatively affected
- Inefficiencies may develop in processes
- None of the above
‘Group’ is an informal term that may not appear on organisational structures.Why does the Service Operation core volume state it is useful to define Groups?
- To help build common organisational processes
- To help manage and identify costs
- To help reduce headcount
- To help verify new services
A member of the Technical Management function has a number of different jobs in their workload queue.There is a Major Incident to resolve, a Problem to Investigate and a Change to help plan.How should the staff member decide what to work on first?
- The staff members’ line manager should give them clear guidance on how to prioritise their roles
- Major Incidents should always come first
- The Change planning will take priority as this role is related to another lifecycle area
- The staff member should decide based on their organisational knowledge
An organisation has reduced the number of desk top engineers it employs. Previously there was one engineer in each office, but now each engineer has to cover four offices and travel between them. Response times have increased, and customer satisfaction has gone down.Which area of balance has been affected?
- Cost vs. quality
- Stability vs. responsiveness
- Proactive vs. reactive
- Internal vs. external
Why is it important for IT to be involved in business change as early as possible?
- To support stability vs. responsiveness – IT need advance warning to prepare for changing business need
- To support cost vs. quality – IT need to be able to plan for costs
- It’s not important for IT to be involved in business change
- To support internal vs. external – IT need to be service focused
What areas need to be in place for an organisation to build a balance between cost and quality?
- Decisions about investment need to be made at the appropriate level
- An effective Financial Management process
- None of the above
What does ‘providing service’ as part of Service Operation refer to?
- Providing service means we need to focus on customer service, not just IT service
- Providing service means we need to look after technology components
- Providing service means we need to adhere to SLA targets
- Providing service means we need to look at end to end service views
An organisation has made a decision to involve its Operational staff in the Design and Transition areas of the lifecycle.According to the Service Operation core volume, what are the 2 benefits it will realise?
- Knowledge transfer starts early and operational capabilities are increased
- Operational staff may help Design and Transition staff avoid obvious mistakes
- Development costs will reduce
- Strategic planning will improve
Which of the Service Operation processes has an important role to play in monitoring Operational Health?
- Event Management
- Change Management
- Problem Management
- Incident Management
What is an operational risk of not keeping good quality documentation?
- Over reliance on a single ‘expert’
- Better communication with customers
- Improved internal communication
- More consistent working practices
What consequences would you expect to see in an organization that has become too heavily focused on proactive behavior?
- High level of change – services are being ‘fixed’ when they are not broken
- Inability to plan ahead
- Inefficient use of resources
- Inability to meet SLAs
Dozent des Vortrages Service Operation Principles
IT Training Zone
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