Incident Management – Service Operation
Über den Vortrag
Der Vortrag „Incident Management – 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:
- 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
Service operation includes which of the following activities?
- Optimizing the service
- Deciding whether to retire the service
- Rolling out the service
- Testing the service
Which is the best description of an incident?
- An unplanned interruption to an IT service or reduction in the quality of an IT service
- An event that has a significance and impacts the service
- A fault that causes failures in the IT infrastructure
- A user error
When should an incident be closed?
- When the user confirms that the service has been restored
- When the technical staff members are confident that it will not recur
- When the desktop support staff members say that the incident is over
- When the target resolution time is reached
Dozent des Vortrages Incident Management – 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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