Service Asset and Configuration Management & Service Knowledge Management – Service Transition (ST)
Über den Vortrag
Der Vortrag „Service Asset and Configuration Management & Service Knowledge Management – Service Transition (ST)“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Service Asset and Configuration Management
- SACM: Objectives
- SACM - Configuration Model
- Service Assets & Configuration Items
- Key Concepts
- Configuration Management System
- CMDB and DML
- Knowledge Management
- Data-Information-Knowledge-Wisdom
- SACM/SKM: Summary
Quiz zum Vortrag
Which of these statements best describes a configuration record?
- A set of attributes and relationships about a Configuration Item and stored in a configuration management database
- Any resource or capability that could contribute to the delivery of a service
- A service asset that needs to be managed in order to deliver an IT service
- Categorization of the Configuration Items that make up the services
SACM is a process that supports which of the following stages of the service lifecycle? 1. Service strategy 2. Service design 3. Service transition 4. Service operation 5. Continual service improvement
- 1, 2, 3, 4, and 5
- 1, 3, and 5
- 2, 3, and 4
- 2, 3, 4, and 5
The configuration management system (CMS) is composed of four separate layers. Which of these is the correct identification of those layers?
- Presentation, knowledge processing, information integration, data
- Presentation, information integration, configuration item, data
- Presentation, knowledge processing, configuration item, configuration database
- Presentation, configuration item, configuration database, knowledge model
Dozent des Vortrages Service Asset and Configuration Management & Service Knowledge Management – Service Transition (ST)
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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