Technology Considerations
About the Lecture
The lecture Technology Considerations by IT Training Zone is from the course ITIL® Service Strategy. It contains the following chapters:
- Service Automation
- Preparing for Automation
- Technology Encounters
- Tech Mediated Service Recovery
Included Quiz Questions
Which of the following service management areas benefit from automation? Design and modelling Service Catalogue Optimisation
- Design and modelling, Service Catalogue & Optimisation
- Design and modelling
- Service Catalogue
- Optimisation
What benefits will automation of service processes deliver?
- Improved quality & Reduced risks
- Improved quality, Reduced risks & Increased costs
- Reduced risks & Increased costs
- Increased costs
There are 4 considerations to be addressed during automation. Which of these is NOT a consideration?
- Implementation of processes
- Clarification of processes
- Encapsulation of processes
- Simplification of processes
Which of these statements related to service interfaces is FALSE?
- Capacity is not a consideration
- They need to be easy to locate
- They need to be accessible
- They need to be simple
If an encounter has technology that is only available to the service provider, what type of encounter is it?
- Technology assisted
- Technology free
- Technology facilitated
- Technology generated
Author of lecture Technology Considerations
IT Training Zone
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