Tag: ITIL V 4

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....

The use of _____ should support, not replace, what is observed when using the start where you are guiding principle. Measurement Tools Plans Process Measurement The use of measurement is important to this principle. It should, however, be used to support the analysis of what...

To protect the information needed by the organization to conduct its business To observe services and service components To ensure that accurate and reliable information about the configuration of services is available when and where it is needed To plan and manage the lifecycle of...

Use a single workflow for all types of service request Use different workflows for each type of service request Avoid workflows for simple service requests Leverage existing workflows whenever possible Leverage existing workflows whenever possible Different types of service requests will have different fulfilment workflows,...

By using all the guiding principles equally when making any decision By using the most relevant principles to the specific decision By using the focus on value principle among others that are relevant to the specific decision By reviewing each guiding principle to decide how...

Incident management Problem management Change enablement Service-level management Incident management Third-party products and services that are used as components of a service require support agreements which align the obligations of the supplier with the commitments made by the service provider to customers. Management of incidents...