Request Fulfilment – Service Operation
Über den Vortrag
Der Vortrag „Request Fulfilment – Service Operation“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Event Management: Definitions
- Event Management: Purpose, Objectives and Scope
- Request Fulfilment: Definitions
- Request Fulfilment: Purpose, Objectives and Scope
- Access Management
- Service Operation Processes: Summary
Quiz zum Vortrag
Event management can be used to monitor which of the following? 1. Environmental conditions 2. System messages 3. Staff rosters 4. License use
- 1, 2 and 4
- 1 and 2
- 2 and 3
- 1, 2, 3 and 4
Which of the following could be defined as a service request? 1. "Is the service available at weekends?" 2. "How do I get training on this application?" 3. "I need this application changed to include a web interface" 4. "We have a new member of staff starting. Can you set them up on the system?"
- 1, 2, and 4
- 1, 2, 3 and 4
- 3 and 4
- 1, 2 and 3
Which of the following is the best description of access management?
- Access management grants authorised users the right to use a service, while preventing access to nonauthorised users
- Access management enables authorized access to services and data. Information security management removes or prevents access to nonauthorized staff
- Access management is responsible for setting security policies
- Access management decides what service users should have access to
Dozent des Vortrages Request Fulfilment – Service Operation
Helen Morris
Helen Morris, the owner of Henry Gale Associates Ltd. and co-director of Helix Service Management Service Ltd., is an experienced consultant and trainer, with over 20 years of experience in service management, including operational management of service desks, technical support teams, and service level management. She provides quality training and consultancy worldwide, which has helped a number of organizations in both the public and the private sector to achieve best practice implementations. Helen Morris also leads programs to achieve significant improvements in customer satisfaction and service quality. Many of her assignments involve an initial assessment against best practice, recommendations for improvement, and target setting.Kundenrezensionen
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