1 IT Infrastructure Operations Foundations Free Online FlashCards

What does service reliability mean?

Reliability is a service’s ability to work as users need it, including during expected demand and foreseeable failures.

What does a service level indicator (SLI) measure?

An SLI is a measurement of an aspect of service performance, such as the proportion of successful requests.

Why monitor user-facing service measures as well as infrastructure?

Monitoring should include user-facing measures as well as infrastructure signals, because healthy-looking servers do not guarantee an available service.

What qualifies as an IT service incident?

An incident is an unplanned disruption or degradation of a service.

What should an incident record capture?

An incident record captures a useful timeline, observed impact, investigation, changes made, and follow-up actions to support learning and identify recurring problems.

What is the purpose of operational documentation?

Operational documentation explains and supports infrastructure through items such as inventories, diagrams, procedures, escalation contacts, backup details, and recovery runbooks.

What does configuration management control?

Configuration management controls how systems are built, changed, and maintained, including tracking configurations, reviewing changes, and checking for unintended differences.

What does the recovery time objective (RTO) specify?

A recovery time objective (RTO) is the target time within which a service should be restored after a disruption.

What makes a disaster recovery plan workable?

Disaster recovery plans should identify critical services and dependencies, assign responsibilities, provide actionable procedures, and be exercised and maintained.

What is a service level objective (SLO)?

An SLO is a target for a service level indicator over a defined period, such as a monthly success-rate target.

What does a service level agreement (SLA) provide?

An SLA is a commitment to customers that may specify consequences if agreed service levels are not met.

What makes an operational alert useful?

Useful alerts are timely and actionable; they signal a problem that requires a response rather than merely reporting a metric with no needed action.