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Foreword
This Exam Preparation book is intended for those preparing for the ITIL V3
Intermediate Capability Stream: Operational Support and Analysis (OSA) Exam.
The Art of Service is an Accredited Training Organization for this program and
has been training this course for more than 8 years. The strategies and content
in this book are a result of experience and understanding of the ITIL OSA
Program, and the exam requirements.
This book is not a replacement for completing the course. This is a study aid to
assist those who have completed an accredited course and preparing for the
exam.
Do not underestimate the value of your own notes and study aids. The more you
have, the more prepared you will be.
While it is not possible to pre-empt every question and content that MAY be
asked in the Intermediate OSA exam, this book covers the main concepts
covered within the ITIL Intermediate OSA Syllabus and a Practice Exam (created
by The Art of Service).
Each Process contains a summarized overview of key knowledge areas. These
overviews are designed to help you to reference the knowledge gained through
the course.
Due to licensing rights, we are unable to provide actual APMG Exams. However,
the study notes and sample exam questions in this book will allow you to more
easily prepare for an APMG ITIL OSA exam.
Ivanka Menken
Executive Director, The Art of Service
http://www.theartofservice.com/
2 Table of Contents
1
2
3
4
5
6
7
8
9
Foreword ................................................................................... 1
Table of Contents ...................................................................... 2
ITIL v3 Certification Pathway................................................... 7
Exam Specifics .......................................................................... 8
Exam Prerequisites.................................................................... 8
Exam Hints ................................................................................ 9
The Art of Service Objective Tree ............................................ 11
Study Notes ............................................................................. 12
IT Service Management........................................................... 13
9.1
Basic Concepts: ................................................................ 13
9.1.1
ITSM is the effective and efficient process driven
management of quality IT Services. The added value to ITSM is
that is business aligned and maintains a holistic Service
Lifecycle approach................................................................... 13
9.1.2
Four Perspectives of ITSM (as found in Service Design
Phase): 13
9.1.3
Why Service Management? ....................................... 13
9.1.4
Roles: There are many roles associated with ITIL
processes. Each process should have a Process Manager e.g.
Incident Manager. It is also reasonable for each Phase to have
a Manager, e.g. Service Design Manager. ............................... 13
9.2
Key Terms:........................................................................ 14
10 ITIL v3 Service Lifecycle ...................................................... 15
11 Service Operation .................................................................... 16
11.1
Basic Concepts.............................................................. 16
11.1.1 Service Operation Value:......................................... 16
11.1.2 Service Operation Scope:........................................ 16
11.1.3 Achieving the Balance................................................ 17
11.1.4 Communication .......................................................... 17
12 Operational Support and Analysis............................................ 18
13 Event Management.................................................................. 19
13.1
Basic Concepts.............................................................. 19
13.1.1 Event management Business Value ........................ 19
13.1.2 Activities..................................................................... 19
13.1.3 Interfaces ................................................................... 20
13.1.4 Metrics ....................................................................... 20
13.1.5 Challenges ................................................................. 21
17.2
Key Terms ..................................................................... 35
18 Service Desk Function............................................................. 36
18.1.1 Objective: ................................................................... 36
18.2
Basic Concepts.............................................................. 36
18.2.1 Service Desk Business Value.................................. 36
18.2.2 Service Desk Organizational Structures ..................... 37
18.2.3 Staffing....................................................................... 37
18.2.4 Metrics ....................................................................... 38
18.2.5 Outsourcing Service Desk .......................................... 38
19 Technical Management Function ............................................. 39
19.1.1 Objective: ................................................................... 39
19.2
Basic Concepts.............................................................. 39
19.2.1 Role: .......................................................................... 39
19.2.2 Activities..................................................................... 39
19.2.3 Organization............................................................... 39
19.2.4 Metrics ....................................................................... 40
20 IT Operations Management Function....................................... 41
20.1.1 Objective: ................................................................... 41
20.2
Basic Concepts.............................................................. 41
20.2.1 Role: .......................................................................... 41
20.2.2 Sub Functions ............................................................ 41
20.2.3 Organization............................................................... 42
20.2.4 Metrics ....................................................................... 42
21 Application Management Function........................................... 43
21.1.1 Objective: ................................................................... 43
21.2
Basic Concepts.............................................................. 43
21.2.1 Role ........................................................................... 43
21.2.2 Organization............................................................... 43
21.2.3 Metrics ....................................................................... 44
22 OSA - Technology and Implementation ................................... 45
22.1
Basic Concepts:............................................................. 45
22.1.1 Integrated ITSM technology: ...................................... 45
22.1.2 Event Management .................................................... 45
22.1.3 Incident Management................................................. 46
22.1.4 Request Fulfilment ..................................................... 46
22.1.5 Problem Management ................................................ 46
22.1.6 Access Management.................................................. 47
22.1.7 Service Desk .............................................................. 47
22.1.8 Service Management Tools........................................ 47
22.1.9 Tool Evaluation: ......................................................... 48
23 Service Operation .................................................................... 49
23.1.1 Activities..................................................................... 49
4
4 Exam Specifics
The APMG ITIL v3 Intermediate Operational Support and Analysis
exam is:
o Multiple choice exam
o 90 minutes in length
o 8 scenario based questions
o Pass mark is 70%
o Closed book exam
o Scaled Marking system:
o Most correct answer 5 marks
o Next 3 marks
o Next 1 mark
o 1 answer 0 marks.
It is possible to do a paper based or a web based exam. (Please
check with your Accredited Examination Centre for more information
on this).
5 Exam Prerequisites
In order to sit the ITIL Intermediate OSA Exam, you MUST have an
ITIL v3 Foundation Certificate or ITIL v2 Foundation plus Bridge
Certificate and completion of an accredited program from an ITIL
Accredited Training Provider.
6 Exam Hints
When it comes time to sit your exam, you need to do this through an
accredited Authorized Examination Center. You may have the option
to do the exam as web or paper based. Either way, you will be given
a paper copy of the Scenarios. A good thing!
(Especially of you are doing web based do not waste time opening
web versions of the scenario use the paper ones)
Do not be fooled by the only 8 questions concept. These questions
are designed to test you - not only your knowledge, but also your
understanding and application of the theory. You have 90 minutes,
which means roughly 11 minutes per question. Most questions come
with their own case study/scenario. You need to CAREFULLY read
the scenario, then the question, then the scenario again.
There are 4 possible answers 1 is totally WRONG! And usually it is
obvious to see which that is. If we do our math you need 28/40 to
pass. This means that if the answers are based on a 5/3/1/0 scale
you really cannot afford to get any 0 answers. You MUST get at least
2 x 5 mark answers and the remaining averaging 3s (to get minimum
of 28) . So you DO need to know your stuff.
THINK Business! Remember as Techies, we tend to get
caught up in our IT world. The ITIL v3 lifecycle and in
particular ITSM is customer centric THINK THIS WAY when
answering questions!
Know your content know your order. This study guide gives you
a solid revision approach to this course but does not cover ALL
content (thats why you do the course). Make sure you know what
makes up a policy/plan/ and the activities for each process, as well as
who does what.
10
11
8 Study Notes
The following Study notes are broken down into the following topics:
o Service Management as a concept and relevant terminology
o ITIL Service Lifecycle as a concept and relevant terminology
o Service Operation Phase
o Operational Support and Analysis (OSA) processes and
functions
o Implementing OSA and technology
o Service Operation
Again these study notes are not intended to replace an accredited
ITIL Foundation Program. These notes are supplementary and may
not include EVERY concept that may be tested.
12
9 IT Service Management
9.1
Basic Concepts:
9.1.1
9.1.2
o
o
o
o
9.1.3
o
o
o
o
o
o
o
9.1.4
13
9.2
Key Terms:
15
11 Service Operation
Objectives:
o Service Operation ensures day-to-day operation of processes
is conducted, controlled and managed effectively.
o Enable successful service improvements by systematically,
monitoring performance, assessing metrics and data
gathering.
o Service Operation staff should have processes and support
tools in place. This enables an overall view of Service
Operation and delivery and the ability to detect any
threats/failures to service quality.
o As services may be provided, in whole or in part, by one or
more partner/supplier organizations, the Service Operation
view of end-to-end service must be extended to encompass
external aspects of service provision and where necessary
shared or interfacing processes and tools are needed to
manage cross-organizational work-flows.
11.1 Basic Concepts
11.1.3
o
o
o
o
11.1.4 Communication
o Communications must have an intended purpose or a resultant
action.
o Information should not be communicated unless there is a clear
audience.
o The audience must have been actively involved in determining the
need for the communication and what they will do with the
information.
o Frequency, location and choice of medium for communication
must be decided by the individual department and documented in
a policy.
17
18
13 Event Management
Objective: Event Management provides the entry point for the
execution of many Service Operation processes and activities. In
addition, it provides a way of comparing actual performance and
behavior against design standards and SLAs.
13.1 Basic Concepts
Activities
Event occurs
Event Notification
Event Detection
Event Correlation
Significance of Events
Event Filtering
Trigger
Response Selection
Review Actions
Close Event
19
13.1.3 Interfaces
o Interface with business applications and/or business
processes to allow potentially significant business events to
be detected and acted upon.
o The primary ITSM relationships are with Incident, Problem
and Change Management.
o Capacity & Availability Management are critical in defining
what events are significant, appropriate thresholds and how to
respond to them. Event Management will improve
performance and availability of services by responding to
events when they occur and reporting on actual events and
patterns of events to determine if there is some aspect of the
infrastructure design or operation that can be improved.
o Configuration Management is able to use events to determine
the current status of any CI in the infrastructure. Comparing
events with the authorized baselines in the CMS will help to
determine whether there is unauthorized Change activity
taking place in the organization.
o Asset Management can use Event Management to determine
the lifecycle status of assets.
o Events can be a rich source of information that can be
processed for inclusion in Knowledge Management systems.
o Event Management can play an important role in ensuring that
potential impact on SLAs is detected early and any failures
are rectified as soon as possible so that impact on service
targets is minimized.
13.1.4 Metrics
o # of events by category and significance
o # and % of events that required human intervention and whether
this was performed
o # and % of events that resulted in incidents and changes
o # and % of events caused by existing problems and known errors
o # and % of repeated or duplicated events
o # and % of events indicating performance issues and potential
availability issues
o # and % of each type of event per platform or application
o # and ratio of events compared with the number of incidents.
20
13.1.5 Challenges
o Initial challenge could be obtaining funding for necessary tools
and effort required to install and exploit the benefits of the tools.
o Setting the correct level of filtering.
o Rolling out necessary monitoring agents across the entire IT
infrastructure can be difficult and time consuming requires
ongoing commitment.
o Acquiring the necessary skills can be time consuming and costly.
13.1.6 Critical Success Factors
o There are 3 keys to correct filtering:
1. Integrate Event Management into all processes
2. Design new service with Event Management in mind
3. Trial and Error
o Integrate Event Management into all processes where
feasible. This will ensure that only the events significant to
these processes are reported.
o Design new service with Event Management in mind.
o Trial and Error. No matter how thoroughly Event Management
is prepared, there will be classes of events that are not
properly filtered. Event Management must therefore include a
formal process to evaluate the effectiveness of filtering.
13.1.7
o
o
o
Risks:
Failure to obtain adequate funding
Ensuring the correct level of filtering
Failure to maintain momentum in rolling out the necessary
monitoring agents across the IT infrastructure.
13.1.8
o
o
o
o
21
22
14 Incident Management
14.1.1 Objective:
To restore normal service operation as quickly as possible and
minimize the adverse impact on business operations, thus
ensuring that the best possible levels of service quality and
availability is maintained.
14.2 Basic Concepts
14.2.1 Incident Management Business Value
o Ability to detect and resolve incidents, which results in lower
downtime to the business, which in turn means higher
availability of the service. This means that the business is
able to exploit the functionality of the service as designed
o Ability to align IT activity to real-time business priorities. This
is because Incident Management includes the capability to
identify business priorities and dynamically allocate resources
as necessary.
o Ability to identify potential improvements to services. This
happens as a result of understanding what constitutes an
incident and also from being in contact with the activities of
business operational staff.
o The Service Desk can, during its handling of incidents, identify
additional service or training requirements found in IT or the
business.
14.2.2
o
o
o
o
o
o
Activities
Ownership, Monitoring, Tracking and Communication
Incident identification/logging
Categorization and initial support, prioritisation
Investigation and diagnosis
Resolution and recovery
Incident closure
23
14.2.3
o
o
o
o
o
o
Interfaces
Problem Management
Configuration Management
Change Management
Capacity Management
Availability Management
Service Level Management
14.2.4
o
o
o
o
o
o
o
o
o
o
o
o
Metrics
# of Incidents (as a control measure)
Breakdown of incidents at each stage
Size of current incident backlog
# and % of major incidents
Mean elapsed time to achieve incident resolution
% of incidents handled with agreed response time
Average cost per incident
# of incidents reopened and as a % of the total
# and % of incidents incorrectly assigned
# and % incidents incorrectly categorized
% of incidents closed by Service Desk with no other reference
# and % of incidents handled per Service Desk agent
14.2.5 Challenges
o The ability to detect incidents as early as possible
o Convincing all staff that all incidents must be logged
o Availability of information about problems and Known
Errors
o Integration into the CMS to determine relationships
o Integration into the SLM process
24
25
26
15 Problem Management
15.1.1 Objective:
o Prevent problems and resulting incidents from happening, to
eliminate recurring incidents and to minimize the impact of
incidents that cannot be prevented.
15.2 Basic Concepts
15.2.1
o
o
o
o
15.2.2
o
o
o
o
o
o
o
o
Reactive Activities
Problem detection and logging
Problem categorization and prioritisation
Problem investigation and diagnosis
Workarounds and raising known error record
Problem resolution and closure
Tracking and monitoring
Major problem review
Errors detected
15.2.3
o
o
o
Proactive Activities
Major Problem Review
Trend Analysis
Targeting preventive action
27
15.2.4
o
o
o
o
o
o
o
o
Interfaces
Change Management
Service Asset & Configuration Management
Release & Deployment Management
Availability Management
Capacity Management
IT Service Continuity Management
Service Level Management
Financial Management
15.2.5
o
o
o
o
o
o
o
o
o
o
Metrics
Total # of problems recorded in the period
% of problems resolves within SLA targets
# and % of problems that exceed their resolution times
Backlog of outstanding problems and the trend
Average cost of handling problem
# of major problems (opened/closed)
% of Major Problem Reviews successfully performed
# of Known Errors added to the KEDB
% accuracy of the KEDB
% of Major Problem Reviews completed successfully and on
time.
28
29
16 Request Fulfillment
Objectives:
o Providing a channel for users to request and receive standard
services for which a pre-defined approval and qualification
process exists.
o Providing information to users and customers about the
availability of services and the procedure for obtaining them.
o Source and deliver the components of requested standard
services.
o Assist with general information, complaints or comments.
16.1 Basic Concepts:
30
Activities:
Menu Selection
Financial Approval
Other Approval
Fulfilment
Closure
16.1.3 Interfaces:
o Service Desk
o Incident Management
o Service Desk/Incident Management many Service
Requests may come in via the Service Desk and may
be initially handled through the Incident Management
process. Some organizations may choose that all
requests are handled via this route but others may
choose to have a separate process.
o Release & Deployment Management
o Service Asset & Configuration Management
o Release & Deployment Management/Service Asset &
Configuration Management as some requests will be
for the deployment of new or upgraded components
that can be automatically deployed. In such cases the
release can be pre-defined, built and tested but only
deployed upon request by those who want the
release. Upon deployment, the CMS will have to be
updated to reflect the change. Where appropriate,
software license checks/updates will also be
necessary.
16.1.4
o
o
o
o
o
o
o
Metrics:
Total # of Service Requests (as a control measure)
Breakdown of service requests at each stage
Size of current backlog for outstanding Service Requests
# and % of Service Requests completed within agreed target
times
Mean elapsed time for handling each type of service request
Average cost per type of Service Request
Level of client satisfaction with the handling of Service
Requests
31
16.1.5 Challenges:
o Clearly defining and documenting the type of requests that will
be handled so all parties are clear on the scope.
o
32
17 Access Management
Objective:
o Access Management helps to protect the confidentiality,
integrity and availability (CIA) of assets, therefore it is the
execution of policies and actions defined in Security and
Availability Management.
17.1 Basic Concepts:
17.1.1
o
o
o
o
o
o
17.1.2
o
o
o
o
o
o
Activities
Requesting access
Verification
Providing rights
Monitoring identity status
Logging and tracking access
Removing or restricting rights
17.1.3
o
o
o
o
o
Interfaces
HR
Information Security Management
Change Management
SLM
Configuration Management
33
17.1.4 Metrics
o # of requests for access (e.g. Service Requests, RFCs)
o Instances of access granted, by service, user and department
etc
o Instances of access granted by department or individual
granting rights
o # of incidents requiring a reset/modification of access rights
o # of incidents caused by incorrect access settings
17.1.5 Challenges and Critical Success Factors
o Verify the identity of users
o Verify the identity of the approving person or body
o Verify that a user qualifies for access to a specific service
o Link multiple access rights to a user
o Determine status of a user at any time
o Manage changes to a users access requirements
o Restrict access rights to unauthorized users
o Develop and maintain a database of all users and the
rights they have been granted.
34
35
36
18.2.2
o
o
o
o
18.2.3 Staffing
o Staffing levels
o An organization must ensure that the correct number
of staff are available at any given time to match the
demand being placed on the desk by the business.
o A number of tools are available to help determine the
appropriate number of staff for the Service Desk
o Skill Levels
o An organization must decide on the level and range of
skills it requires of the Service Desk staff and then
ensure that the skills are available at the appropriate
times.
o The decision on the required skills level will often be
driven by target resolution times, the complexity of the
systems supported and what the business is prepared
to pay for
o Training
o Investment should also be made in the professional
development of Service Desk staff.
o Internal mentoring and shadowing 2nd and 3rd level
support staff is a good start, but best of breed Service
Desks benefit from a formalized program of staff
development.
o Staff Retention
o IT Managers must recognize the importance of the
Service Desk and the staff who work on it, and give
this special attention. Any significant loss of staff can
be disruptive and lead to inconsistency of service.
o
Super Users
o Many organizations find it useful to appoint or
designate a number of Super Users throughout the
user community, to act as liaison points with IT in
general and the Service Desk in particular.
37
18.2.4
o
o
o
o
o
o
o
Metrics
First-line resolution rate
% of calls resolved by Service Desk staff
Average time to resolve incident
Average time to escalate an incident
Average Service Desk cost of handling incident
% of customer/user updates conducted within target times.
Average time to review and close a resolved call
38
19.2.1 Role:
o Custodian of technical knowledge and expertise related to
managing the IT Infrastructure.
o Provides detailed technical skills and resources needed to
support the ongoing operation of the IT Infrastructure.
o Plays an important role in providing the actual resources to
support the IT Service Management lifecycle.
o Ensures resources are effectively trained and deployed to
design, build, transition, operate and improve the technology
to deliver and support IT Services.
19.2.2 Activities
o Specialist Technical Architects and Designers
o Specialist Maintenance and Support Staff
19.2.3 Organization
o The primary criteria of Technical Management organizational
structure is that of specialization or division of labor.
o The principle is that people are grouped according to their
technical skills sets that are determined by the technology that
needs to be managed.
39
19.2.4
o
o
o
o
o
o
40
Metrics
Measurement of agreed outputs
Process metrics
Technology performance
Mean time between failures of specified equipment
Measurement of maintenance activity
Training and skills development.
20.2.1 Role:
o To perform the daily operational activities needed to manage
the IT Infrastructure. This is done according to the
performance standards defined during Service Design.
o In many ways, the function performs many of the logistical
activities required for the effective and efficient delivery and
support of services. (e.g. Event Management)
20.2.2 Sub Functions
o IT Operations Control:
o generally staffed by shifts of operators and which
ensures that routine operational tasks are carried out.
Also provides centralized monitoring and control
activities, usually using an Operations Bridge or
Network Operations Centre. IT Operations Control is
the primary function responsible for monitoring Events.
41
Facilities Management:
o management of the physical IT environment, usually
data centers or computer rooms. In some
organizations many physical components have been
outsourced and Facilities Management may include
the management of the outsourcing contracts.
20.2.3 Organization
o IT Operations Management is a function in its own right but, in
many cases, staff from Technical and Applications
Management form part of this function.
o These staff will manage and execute their own operational
activities. Others will delegate these activities to a dedicated
IT Operations department.
20.2.4
o
o
o
o
o
o
42
Metrics
Successful completion of scheduled jobs
# of exceptions to scheduled activities and jobs
# of data or systems restores required
Equipment installation statistics
Process metrics
Maintenance activities
21.2.1 Role
o Managing Applications throughout their lifecycle.
o Supports and maintain operational applications, plays an
important role in design, testing and improvement of
applications that form part of IT Services.
o Support the organizations business processes by helping to
identify functional and manageability requirements for
application software.
o Assist in the design and deployment of those applications.
o Provide ongoing support and improvement of those
applications.
o Identify skills required to support the applications
21.2.2 Organization
o Although Application Management departments perform
similar activities, each application or set of applications has a
different set of management and operational requirements.
o For example:
o Purpose
o Functionality
o Platform
o Brand of technology
43
21.2.3
o
o
o
o
o
o
44
Metrics
Measurement of agreed outputs
Process metrics
Application Performance
Measurement of Maintenance activity
Projects
Training and skills development.
45
46
47
22.1.9
o
o
o
o
o
o
o
o
48
Tool Evaluation:
Requirements
Identify Products
Selection criteria
Evaluate products
Short listing
Scoring
Rank products
Select product
23 Service Operation
23.1.1
o
o
o
o
o
o
o
o
o
o
o
o
o
o
23.1.2
o
o
o
o
Activities
Managing Technology
Monitoring and Control
IT Operations
o Console Mgt, Operations Bridge
o Job scheduling
o Backup and Restore
o Print & Output
Mainframe Mgt
Service Mgt and Support
Network Mgt
Storage and Archive
Database administration
Directory and service Mgt
Desktop support
Middleware Mgt
Internet/web Mgt
Facilities and Data Center Mgt
Improvement of operational activities
Plan and implement Service Management
Managing Change in Service Operation
Project Mgt
Risk assessment and Mgt
Staffing
49
23.1.3
o
o
o
o
o
o
o
OSA Challenges
Service Design make focus on one service at a time
Service Design will often be conducted in projects
Unrealistic metrics laid out in Service Design
Ineffective Service Transition
Measurements
Virtual teams
Balancing relationships
50
OSA Risks
Service Loss
Inadequate funding and resources
Loss of momentum
Loss of key personnel
Resistance to change
Lack of management support
Faulty design
Lack of support
Differing customer expectations
24 Practice Exam
24.1 Refresher Warm up Questions
The following multiple choice questions are a refresher from the
Foundation level as a prelude.
Question 1
Which of the following BEST describes the purpose of Event
Management?
a) To detect events, make sense of them and determine the
appropriate control action
b) To monitor interactions and exceptions within the
infrastructure
c) To monitor and control the activities of technical staff
d) To detect and escalate exceptions to normal service operation
Question 2
Functions are best described as?
a)
b)
c)
d)
51
Question 3
Technical Management is NOT responsible for?
a) Maintenance of the technical Infrastructure
b) Documenting and maintaining the technical skills required to
manage and support the IT Infrastructure
c) Defining the Operational Level Agreements for the various
technical teams
d) Diagnosis of, and recovery from, technical failures
Question 4
What is the difference between a Known Error and a Problem?
a) The underlying cause of a Known Error is known. The
underlying cause of a Problem is not known
b) A Known Error involves an error in the IT infrastructure, A
Problem does not involve such an error.
c) A Known Error always originates from an Incident. This is not
always the case with a Problem
d) With a Problem, the relevant Configuration Items have been
identified. This is not the case with a Known Error.
Question 5
There have been multiple incidents recorded by the Service Desk. It
appears that the network is congested due to multiple connections.
What kind of actions should the Service Desk analyst take in this
instance?
a) They should ask the Capacity Manager to expand the capacity
of the network
b) They should ask the Problem Manager to look into the
problem right away
c) They should ask the Security Manager to check whether too
many authorizations may have been issued.
d) They should ask the Service Level Manager to revise the
Service Level Agreements (SLA) with a decreased availability
target
52
Question 6
What is the best definition of an Incident Model?
a) A type of incident involving an authorized Configuration Item
(CI)
b) The template used by Service Desk analysts to record
incidents
c) A set of pre-defined steps to be followed when dealing with a
known type of incident
d) An Incident that is easy is solved at first contact
Question 7
Which ITIL process ensures that the IT Services are restored as soon
as possible in the case of a malfunction?
a)
b)
c)
d)
Change Management
Incident Management
Problem Management.
Service Level Management
Question 8
Operations Control refers to?
a) The managers of the Event and Access Management
Processes
b) Overseeing the monitoring and escalating of IT operational
events and activities
c) The tools used to monitor the status of the IT Network
d) The situation where the Service Desk manager is required to
monitor the status of the infrastructure when Service Desk
Operators are not available
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Question 9
Which of the following is NOT an example of a Service Request?
a) A user calls the Service Desk to order a toner cartridge
b) A user calls the Service Desk because they would like to
change the functionality of an application.
c) A Manager submits a request for a new employee to be given
access to an application
d) A user logs onto an internal web site to download a licensed
copy of software from a list of approved options
Question 10
Which of the following is NOT an objective of Service Operation?
a) Thorough testing, to ensure that services are designed to
meet business needs
b) To deliver and support IT Services
c) To manage the technology used to deliver services
d) To monitor the performance of technology and processes
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