Problem Management – Service Operation von Helen Morris

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Über den Vortrag

Der Vortrag „Problem 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:

  • Problem Management: Definition
  • Problem Management: Purpose and Objective
  • Problem Management: Scope and Benefits
  • Basic Concepts, Reactive and Proactive
  • Incidents and Problems
  • Workarounds, Known Errors and Problem Models
  • Problem Management: Process Activities
  • Problem Management: Interfaces
  • Problem Management: Summary

Quiz zum Vortrag

  1. The cause of one or more incidents
  2. An incident that the service desk does not know how to fix
  3. The result of a failed change
  4. A fault that will require a change to resolve
  1. 1, 2, 3 and 4
  2. 1 and 4
  3. 1 and 3
  4. 1, 2, and 4
  1. Continual Service Improvement
  2. Service Strategy
  3. Service Design
  4. Service Transition

Dozent des Vortrages Problem 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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