Change management(变更管理) 4、Service asset and configuration management(服务资产和配置管理) 5、Release and deployment management(发布和布署管理) 6、Service validation and test(服务验证和测试) 7、Evaluation(评估) 8、Knowledge management(知识管理)五、Service Operation (服务运营) 1、Event Management(...
Problem Management- The aim of this process is to manage and oversee the complete lifecycle of all the associated problems. It helps to deny incidents from happening or to an extent minimize the influence of incidents that cannot be prevented. IT Operations Control- The process is to manage and...
ITIL认证考试(试卷编号121)ITIL认证考试(试卷编号121)1.[单选题]What is the starting point for optimization?A)Standardizing practices and services B)Determining where the most positive impact would be C)Securing stakeholder engagement D)Understanding the vision and objectives of the organization 答案:D ...
D)Theserviceknowledgemanagementsystem(SKMS)服务知识管理系统(SKMS) 答案:D 解析: 71.[单选题]下面哪项不包含事态管理? A)入侵检测 B)记录和监控数据中心的环境状况 C)记录服务台人员缺席 D)监控配置项的状态 答案:C 解析: 72.[单选题]Aknownerrorhasbeencreatedafterdiagnosisofaproblemwascompletebutbeforea ...
a) The service is fit for purpose, b) There will be no failures in applications and infrastructure associated with the service c) All service-related problems are fixed free of charge for a certain period of time d) Customers are assured of certain levels of availability, capacity, continuity...
19. Knowledge Management Knowledge management helps in the collection and usage of data. This will help technicians in the resolution of problems. Activities involved in knowledge management are, - Knowledge management strategy - Identification of data sources ...
Changes 白nd ReleasesC、 Password resetsD、 Imcidents and ProblemsAnswer: B1tqm 41 of 104Which of the following statements is CORRECT?A Pnocess cwrers 日re more important to service managernerit than service owners B Se 44、rvice owners are more important to service management Ihan process ...
PROBLEM MANAGEMENT GOAL 基因代码 PRM001 知识点名称 GOAL 记忆等级 知识点内容 D1 Minimize the adverse impact of Incid ents and Problems on the business th at are caused by errors within the I T infrastructure, and to prevent rec urrence of Incidents related to thes e errors. 经历关键字: ...
Knowledge Management: With a broad spectrum covering the collection, analysis, storage, and dissemination of knowledge within an enterprise, this process aspires to make knowledge accessible whenever needed, enhancing efficiency by negating the need for rediscovery. The Knowledge Manager supervises this ...
The ITSM best practice of knowledge management means the IT team is creating documentation while they’re solving problems. This has the potential to greatly reduce the workload on the service desk by providing self-service options for customers both internal and external. Prevent incidents with IT...