Tag: ITIL

Optimize and automate Start where you are Focus on value Progress iteratively with feedback Progress iteratively with feedback Progress iteratively with feedback recommends comprehending the whole but do something. Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything....

A customer is the role that defines the requirements for a service and takes responsibility for the ________ of service consumption. Outputs Outcomes Costs Risks Outcomes The customer role defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Supplier management Deployment management Problem management Incident management Incident management The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

It provides a link with stakeholders at strategic and tactical levels It carries out change assessment and authorization It investigates the cause of incidents It needs a practical understanding of the business processes It needs a practical understanding of the business processes Another key aspect...

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.