Roles and the Service Lifecycle
Über den Vortrag
Der Vortrag „Roles and the Service Lifecycle“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Definition of Process Owner
- Definition of Process Manager
- Definition of Process Practitioner
- Definition of Service Owner
- Definition of the RACI Model
- The Model of the Service Lifecycle
- The Lifecycle Approach
- Service Management Roles and the Service Lifecycle: Summary
Quiz zum Vortrag
Who is responsible for ensuring the right staff are assigned to the various roles within the process and that they understand what is required of them?
- The process owner makes sure resources are available but it is the process manager who will assign them to their roles - so the responsible role is the process manager
- Process owner
- Process practitioner
- Service owner
What does RACI stand for?
- Responsible, Accountable, Consulted, Informed
- Responsible, Accountable, Consulted, Involved
- Review, Authorize, Consult, Inform
- Recorded, Assessed, Consulted, Informed
Who does ITIL say is responsible for identifying improvements to a process? 1. The service owner 2. The process improvement manager 3. The process manager 4. The process owner
- 3 and 4 only
- 1, 2, 3 and 4
- 4 only
- 1 and 2 only
Dozent des Vortrages Roles and the Service Lifecycle
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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