Month: September 2021

Compliments and complaints Self-service tools Processes and procedures Incident management Processes and procedures Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice.

Known error is a problem that has been analyzed but has not been resolved. A known error is the cause of one or more problems. Known errors cause vulnerabilities, problems cause incidents. Known errors are managed by technical staff, problems are managed by service management...

A known error is a problem that has been _________ but has not been resolved. Logged Analyzed Escalated Closed Analyzed A known error is a problem that has been analyzed but has not been resolved.

Organizations and people Information and technology Partners and suppliers Value streams and processes Organizations and people It is important to ensure that the way an organization is structured and managed as well as its roles, responsibilities, and systems of authority and communication is well defined...

A change authority should be assigned to each type of change and change model Centralizing change authorization to a single person is the most effective means of authorization The authorization of normal changes should be expedited to ensure they can be implemented quickly Standard changes...

A service An output A practice Continual improvement A service is a means of enabling value cocreation by facilitating outcomes that customers want to achieve without the customer having to manage specific costs and risks.

Focus on value Collaborate and promote visibility Think and work holistically Keep it simple and practical Collaborate and promote visibility Collaborate and promote visibility states Insufficient visibility of work leads to poor decision-making, which in turn impacts the organizations ability to improve internal capabilities. It...

A normal change An emergency change A standard change An application change A standard change Fulfilment of service requests may include changes to services or their components. Usually these are standard changes. and standard changes are low-risk, preauthorized changes that are well understood, fully documented,...

Incident management Service request management Service-level management IT asset management Incident management In some extreme cases, disaster recovery plans may be invoked to resolve an incident.

Change enablement Service request management Problem management Incident management The purpose of the service request management practice is to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. Each service request may include one...