CertifQ

Measuring the performance over the first six months and basing a solution on the results Asking customers to provide numerical targets that meet their needs Asking customers open-ended questions to establish their requirements Using operational data to provide detailed service reports Asking customers to provide...

To establish and nurture the links between the organization and its stakeholders To align the organization’s practices and services with changing business needs To set clear business-based targets for service performance To support the agreed quality of a service handling for all agreed, user-initiated service...

Service requests are part of normal service delivery Complaints can be handled as service requests Service requests result from a failure in service Normal changes should be handled as service requests 1 and 2 2 and 3 3 and 4 1 and 4 1 and...

Progress iteratively with feedback Focus on value Think and work holistically Keep it simple and practical Keep it simple and practical The purpose of keep it simple and practical is to always use the minimum number of steps to accomplish an objective.

A service request A configuration item (CI) An incident An IT asset A configuration item (CI) A configuration item is any component that needs to be managed in order to deliver an IT service.

As a change request As a service request As an event As a problem As a problem One of the problem identification activities is to identify and log problems, that is to raise a problem record during major incident, and identify the risk of an...

Service-level management Service-configuration management Relationship management Continual improvement Continual improvement The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in...

A self-help tool The incident priority A change schedule The incident category The incident category Typically, the routing is based on the incident category, which should help to identify the correct team. More complex incidents will usually be escalated to a support team for resolution.

An IT asset A customer A configuration item (CI) A user A customer A customer is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Start from where you are Progress iteratively with feedback Think and work holistically Keep it simple and practical Think and work holistically Holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way....