SERVICE SUPPORT PROCESS

Service Delivery and Service Support processes are linked together through the Service Desk

• To offer superior technical support which may be reason enough for most businesses.

• To ensure that IT services are provided as agreed between the service provider and the customer.

• To provide a single point of contact between users and IT service department of IT organization

• To provides delivery and management of network-based services, applications, and equipment to enterprises, residences, or other service providers.

Advantages Of Configuration Management

• Managing IT Components and Services

• Efficient Problem Solving

• Improved Security

• Better Support for Other Processes

3 major types of problem management

• Presumptive Cause

• error cause

• Contributing Cause

• Root Cause

What are the release management responsible

• communication with the users and for considering their expectations during the planning and rollout of new release

• Provides interface for other IT Service Management Process

• Ensures that solution proposed by Availability management is justified in terms of cost vs. benefit

• Deciding the charges for various services that provided, prepare the bill and send to customer

Which one of these below is Service Delivery?

• Incident Management

• Change Management

• Availability Management

• Configuration Management

Which one of these below is Service Support?

• Availability Management

• Capacity Management

• Problem Management

• Service Level Management

What is Configuration Management?

• Provision of a service by one part of an organization or group where that service had previously been found in more than one part of the organization or group.

• Managing activities of the configuration management process of an IT organization.

• The process which identifies and defines configuration items (CI) in a system.

Configuration Management involves these except

• Monitoring status of configuration items.

• Provides logical model of IT infra

• Maintains continuity of the service level and underlying service desk function

• Processing requests for change (RFC) and verifying the completeness and correctness of CI

What is Configuration Item’s attributes?

• Managing activities of the configuration management process of an IT organization

• Information of CI is stored in database in the form of various attribute

• Basic structural unit of a configuration management system

• Contains all CIs important relationship among them

Which one of them are the second step of Configuration Management Flow Diagram Process

• Access Configuration Item

• Change Configuration Item

• Review Configuration Item

• Establish Configuration Item