Service Operations & Management Flashcards

A service desk resolves 720 of 900 contacts without any transfer or callback. What is the first-contact resolution rate?

Answer: 80%

720 ÷ 900 = 0.80, or 80%.

Which document defines the support commitments between internal teams that underpin an external SLA?

Answer: Operational level agreement (OLA)

An OLA sets internal team commitments that support the delivery of an SLA.

What is the primary goal of problem management?

Answer: Identify root causes and prevent recurrence of incidents

Problem management targets underlying causes to reduce repeat incidents.

A service is scheduled for 720 hours in a month and suffers 7.2 hours of unplanned downtime. What is availability?

Answer: 99%

(720 − 7.2) ÷ 720 = 99%.

Which metric measures the average time to repair a failed service component?

Answer: MTTR

Mean Time To Repair is the average time taken to restore after a failure.

A customer reports a printer outage affecting one user, but the same error appears in ten tickets over a week. What should the service manager do?

Answer: Raise a problem record to investigate the common cause

Recurring similar incidents indicate a possible underlying problem needing root-cause analysis.

Which statement best describes a 'workaround' in service operations?

Answer: A temporary means of reducing or eliminating impact when a full resolution is unavailable

A workaround restores function or reduces impact without removing the root cause.