Incident Management – Service Operation von Helen Morris

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Über den Vortrag

Der Vortrag „Incident Management – Service Operation“ von Helen Morris ist Bestandteil des Kurses „ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:

  • Service Operation in the lifecycle & Incident Mngmt
  • Service Operation: Objectives
  • Incident Management: Definitions
  • Incident Management: Definitions
  • Incident Management: Basic Concepts
  • Incident Mgmt: Process
  • Incident Management: Prioritisation
  • Service Operation and Incident Mgmt: Summary

Quiz zum Vortrag

  1. Optimizing the service
  2. Deciding whether to retire the service
  3. Rolling out the service
  4. Testing the service
  1. An unplanned interruption to an IT service or reduction in the quality of an IT service
  2. An event that has a significance and impacts the service
  3. A fault that causes failures in the IT infrastructure
  4. A user error
  1. When the user confirms that the service has been restored
  2. When the technical staff members are confident that it will not recur
  3. When the desktop support staff members say that the incident is over
  4. When the target resolution time is reached

Dozent des Vortrages Incident Management – Service Operation

 Helen Morris

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.


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