Service Operation: Implementation Considerations
About the Lecture
The lecture Service Operation: Implementation Considerations by IT Training Zone is from the course ITIL® Service Operation. It contains the following chapters:
- Lesson Contents
- Generic Requirements
- Exercise – Toolset Requirements
- ITSC for Toolsets
- Service Desk Considerations
- Toolset Evaluation
Included Quiz Questions
Which of these is not a generic requirement for an ITSM toolset?
- Modular
- Dashboards
- Self Help
- Reporting capability
What is one of the possible consequences of using ‘self help’ capabilities?
- Less staff may be needed on the Service Desk
- Users will call the Service Desk more
- IT costs will rise
- More staff are needed on the Service Desk
What needs to be programmed into a service management toolset for automated process flows to work effectively?
- Mandatory activities
- Escalation points
- Responsibilities
- None of the above
What sort of reporting should a service management tool be supplied with?
- Out of the box reports and the potential to create reports
- A complete suite of out of the box reports No pre-programmed reports, so companies can create their own
- The standard prescribed ITIL reports
Which of the following are specific toolset requirements for the Event Management process?
- Multi environmental monitoring
- Easy to deploy
- Open interfaces
- Ability to link Incidents to Problems
Which of the following are benefits of an ACD system?
- They allow some initial filtering
- They allow calls to be distributed between groups
- None of the above
Which of the following statements is true about the technology used within Service Operation?
- Service Operation tools could be used in any other phase of the lifecycle
- Service Operation tools are only used in the Service Operation phase of the lifecycle
- Service Operation tools are used in Service Operation and CSI
- Service Operation tools are used in Service Operation, CSI and Service Transition
Author of lecture Service Operation: Implementation Considerations
IT Training Zone
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