Request Fulfilment: Process Introduction
Über den Vortrag
Der Vortrag „Request Fulfilment: Process Introduction“ von IT Training Zone ist Bestandteil des Kurses „ITIL® OSA - Operational Support and Analysis “. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Lesson Contents
- Introduction
- Purpose, Objectives
- Value
- Concepts
- Exercise – Incidents and Requests
Quiz zum Vortrag
Which of the following is NOT appropriate for the Request Fulfillment process?
- Adding a new field to a database
- Re-setting a password
- Moving equipment
- Setting up a new user
Which of the following is NOT a benefit of using Request Fulfillment?
- No delays waiting for authorizations
- Efficiency
- Cost savings
- Request can often be fulfilled by Service Desk staff
Some organizations log requests as a particular type of incident. Which of the following statements BEST describes the result of doing this?
- This may be a bad idea, as it confuses reporting and therefore makes Problem Management more difficult
- This is a bad idea, as it would be better to log them as changes
- This is a good idea as the Service Desk analyst does not need to consider what sort of record to log
- This is a good idea because it ensures that the Service Desk passes the request to the correct team
Which of the following statements is CORRECT?
- Requests which affect a CI should be logged as standard changes
- Requests which affect a CI should be logged as normal changes
- All requests should be standard changes
- Requests which affect a CI do not need to be logged as changes, the request record is enough
Which of the following statements about self-service Request Fulfillment is CORRECT?
- Self-service is not as good as logging requests through the Service Desk
- Self-service can be extended to deal with other non-IT requests
- Some self-service requests may be fulfilled without ever coming to the Service Desk
- Self-service provides an improved service as it means that users can log requests 24 hours a day, 7 days a week
Which is of the following statements concerning ownership of requests is CORRECT?
- The service desk owns all requests
- The service desk owns all requests EXCEPT those logged through self-service
- The support person assigned to fulfill a request owns that request until fulfillment is complete
- Self-service requests are owned by the requester
Which is of the following statements concerning request models is INCORRECT?
- Request models should only be used for requests which affect a CI
- Request models should be used for high volume, low risk requests
- Request models ensure consistency
- Request models include timescales
Which of the following statements in INCORRECT?
- Requests should be prioritized using impact and urgency assessments
- Request targets should be defined in SLAs
- Requests should be handled in the order in which they are logged
- Requests should be prioritized using impact and cost assessments
Which of the following statements is CORRECT?
- Organizations may choose whether or not to charge for requests
- Normal rules regarding authorization of expenditure applies to requests
- Costs for different request types should be included in the service catalogue
- Requests should not be chargeable
Dozent des Vortrages Request Fulfilment: Process Introduction
IT Training Zone
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