ITIL作为一套成熟的 IT 管理体系,给出了答案。 ITIL 定义了一系列关键的管理指标(KPIs),这些指标涵盖了 IT 服务管理生命周期的各个阶段,包括服务策略、服务设计、服务转换、服务运营以及服务持续改进(CSI)。 以下是一些对 IT 经理尤为有用的管理指标: A)服务策略阶段(Service Strategy) 关注于新服务的开发、客户获...
ITIL – Incident management : Key Performance Indicators ( KPIs ) and reportsMeasurable, SpecificRealistic, Achievable
服务台的关键绩效指标(KPIs)是: -每一呼叫的平均应答时间。 -解决事件所花费的平均时间。 -服务台一线解决事件的百分比。 -每个服务台员工处理的呼叫数。 -服务台接听的所有呼叫数。 关键成功因素 以下关键成功因素(CSFs)有助于提高服务台的绩效: -用户应能方便访问服务台以解决他们的问题 -应鼓励用户将服务台...
1、第3章 突发事件管理(Incident Management)目标(Objective) 尽快恢复服务的(正常)运作,并将突发事件给业务运营带来的负面影响降至最低。所以,它的特点往往是以解决表征现象为目的,而不在于查找根本原因。基本概念 突发事件(Incident) 任何不属于标准服务运营范围内的事件。 变通方案(Work-Around) 为使服务继续运行而...
Team management: Guiding incident management teams across various tiers, facilitating effective collaboration and quick resolution. Performance tracking: Regularly prepare reports and maintain key performance indicators (KPIs) to assess the process's effectiveness. Escalation management: Acting as the primary ...
focus on?A)Changes to service levels B)Changes to products and services C)Changes to organizational structure D)Changes to skills and competencies 答案:B 解析:5.[单选题]下面哪项可帮助诊断和解决事件（Incident）?A)快速升级 B)组建临时团队 C)使用脚本 D)问题优先化 答案:C 考试 题卷5 1/1 ...
1、ITIL试题及答案汇总Item 1 of 104Which process is responsible for eliminating recurring incidents mnd rninirmizing the impact of incident that can rot be preverted9A. Service Level ManagementEL Problem ManagementC. Change ManagementD Event ManagementAnswers BItem 2 of 184Wliii rh nf Ihe fol ...
Measurement and Continuous Improvement: Define key performance indicators (KPIs) and regularly assess the success of your ITIL implementation. Continuously improve processes based on feedback and results. Develop skills for real career growth by experiencing the latest curriculum designed with the help of...
A)服务请求管理 B)服务级别管理 C)事件（Incident）管理 D)变更实施 答案:C 解析:2.[单选题]Why should service desk staff detect recurring issues?A)To help identify problems B)To escalate incidents to the correct support team C)To ensure effective handling of service requests D)To engage the ...
A. Service level management 服务级别管理 B. IT operations management IT运营管理 C. Capacity management 能力管理 D. Incident management 事故管理 B 3、Which of the following options is a hierarchy that is used in knowledge management? 下列哪个选项是用于知识管理的一个层级?