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Chapter 7 ■ Service Operations 6. Which of the following is true regarding request fulfillment management? i) Approved by CAB ii) Can be preauthorized iii) Requested by users based on the preconceived list iv) Preceded by a problem a. i and ii b. i, ii, and iii c. ii and iii d. None of them 7. When does an incident <strong>be<strong>com</strong>e</strong> a problem? 1. When the root cause is known 2. When incidents have to be resolved urgently 3. Never 4. During event management process 8. Which of the following service desks depends primarily on technology? a. Local service desk b. Virtual service desk c. Centralized service desk d. Technological service desk 9. What is the best description of priority? a. Standard and nonstandard change b. Impact and urgency c. Warning and exception d. Accessibility and confidentiality 10. Which of the following incidents should be logged? a. All incidents b. Major incidents c. Incidents raised by IT staff d. Incidents raised by users 207
Chapter 7 ■ Service Operations 7.8 Summary In this chapter, I discussed the service operations lifecycle phase and explained its objectives, scope, and the value it brings to the table. I also explained the processes embedded within the service operations phase. The processes that I explained include: event management process, incident management process, request fulfillment process, problem management process, and access management process. I also described the functions that are included under the phases of service desk, technical management, application management, and IT operations. In the next chapter, you will learn about the ITIL continual service improvement lifecycle phase, which consists of a single process, and a number of new concepts to improve the quality of service. 208
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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1.9.1.2 Process Deliver Specific Re
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Chapter 2 ■ Generic Concepts Chap
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Chapter 2 ■ Generic Concepts Tabl
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Chapter 2 ■ Generic Concepts 2.1.
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts ENAB
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Chapter 2 ■ Generic Concepts Figu
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Serv
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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4.8.1.1.3 Retired Services Chapter
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Chapter 5 ■ Service Design 5.4 Fo
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Chapter 5 ■ Service Design 4. Pro
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Chapter 5 ■ Service Design • Se
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Chapter 5 ■ Service Design 5.7.1.
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Chapter 5 ■ Service Design 5.7.5
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Chapter 5 ■ Service Design busine
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Chapter 5 ■ Service Design 7. If
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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Chapter 6 ■ Service Transition Cr
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Chapter 6 ■ Service Transition It
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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Chapter 6 ■ Service Transition 6.
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6.5 Practice Exercises 1. Which of
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Page 257 and 258: ■ INDEX definition, 108 objective
Page 259 and 260: ■ INDEX J JAVA team, 190 K Key
Page 261 and 262: ■ INDEX Service catalog managemen
Page 263: ■ INDEX OR gate, 19 parts, 20 per
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