Tag: ITIL

The number of passengers checked in The average time to respond to change requests The average resolution time for incidents The number of problems resolved The number of passengers checked in Business-related measures can be any business activity that is deemed useful or valuable by...

They consist of several outcomes They capture customer demand for services They contribute to the achievement of outcomes They describe how the service performs They contribute to the achievement of outcomes Outputs contribute to the achievement of outcomes, which are results for a stakeholder enabled...

Supplier management Service desk Problem management Relationship management Service desk The purpose of the service desk practice is to capture the demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with...

The testing of emergency changes can be eliminated in order to implement the change quickly The assessment and authorization of emergency changes is expedited to ensure they can be implemented quickly Emergency changes should be authorized and implemented as service requests Emergency changes must be...

Each time the standard change is implemented When the procedure for the standard change is created At least once a year When an emergency change is requested When the procedure for the standard change is created A full risk assessment does not need to be...

Service configuration management Problem management Service-level management Change enablement Change enablement The purpose of the change control practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed and managing the change schedule.

Progress iteratively with feedback Keep it simple and practical Start where you are Focus on value Start where you are Starting, without first considering what is already available to be leveraged can be extremely wasteful, not only in terms of time, but also in terms...

Problem management Service-level management Incident management Service request management Incident management Modern IT service management tools can provide automated matching of incidents to other incidents, problems, or known errors and can even provide intelligent analysis of incident data to generate recommendations for future incidents.

A set of interconnected activities that help an organization deliver a valuable service A description of one or more services that help address the needs of a target consumer group A set of specialized organizational capabilities for enabling value for customers Recommendations that help an...

Scripts for collecting user information Use of shift working patterns Fulfilment of service requests Creation of a temporary team Scripts for collecting user information There may be scripts for collecting information from users during initial contact, and this may lead directly to the diagnosis and...