CertifQ

Any financially valuable component that can contribute to the delivery of an IT product or service Any component that needs to be managed in order to deliver a service A request from a user that initiates a service action The removal of anything that could...

User Change authority Sponsor Customer Sponsor Sponsor is a person who authorizes the budget for service consumption.

All improvement ideas should be logged in a single continual improvement register A single team should carry out continual improvements across the organization Continual improvement should have minimal interaction with other practices Everyone in the organization is responsible for some aspects of continual improvement Everyone...

Service desk Service request management Service-level management Service configuration management Service-level management Perform service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers.

To help plan emergency changes To help authorize standard changes To help assign a change authority To avoid change conflicts To avoid change conflicts The change schedule is used to help plan changes, assist in communication, avoid conflicts, and assign resources.

Less low-level work and a greater ability to focus on user experience Increased phone contact and a reduced ability to focus on user experience Ability to work from multiple, geographically dispersed locations Ability to work from a single centralized location Less low-level work and a...

Change enablement IT asset management Service desk Service request management Service request 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.

To help an organization make good decisions To direct and control an organization To identify activities that an organization must perform in order to deliver a valuable service To ensure that an organization’s performance continually meets stakeholders’ expectations To help an organization make good decisions...

Creating incident records Diagnosing and resolving incidents Escalating incidents to a support team for resolution Trend analysis of incident records Trend analysis of incident records A trend analysis of incident records is conducted as part of problem management.

By replacing human intervention wherever possible By replacing the existing tools By initially concentrating on the most complex tasks By optimizing as much as possible By optimizing as much as possible Optimization means to make something as effective and useful as it needs to be....