服务台经常与事件管理紧密结合,用来连接其他的服务管理流程,逐渐被称为一线服务支持的代名词。 一、服务支持(Service Support) 1、配置管理(Configuration Management) 配置管理是将一个系统中软件和硬件等配置项资源进行识别和定义,并记录和报告配置状态和变更请求以及检验配置项的正确性和完整性等活动构成的过程。 2、...
ITIL 4 将帮助组织顺利进入以人工智能、物联网、纳米技术等新兴技术为标志的新技术时代，通常也称第四次工业革命。ITIL 4 的目的在于向组织提供实用且灵活的框架，通过帮助他们整合人力、数字和实体资源，在复杂的现代化环境中保持竞争力，为他们迈向数字化转型新世界提供支持。在各大培训机构中，培训机构...
Support Level 1:This is for basic and simple solutions and is the first point of contact with the user. Support Level 2:An analyst specializing in IT that should keep an up to date knowledge base for any query from the first level. This is the person who solves cases with the highest ...
其中核心模块为服务管理模块,有服务提供(Service Delivery)和服务支持(Service Support)2个流程组共10个关键流程,以及服务台(Service desk)1个功能。其中服务支持包含配置管理(Configuration Management)、变更管理(Change Management)、事件管理(Incident Management)、问题管理(Problem Management)和发布管理(Release Management...
Level 服务级别 Service Level Agreement(SLA) 服务级别协议 Service Level Management(SLM) 服务级别管理 Service Management 服务管理 Service Provider 服务提供商(方) Service quality plan 服务质量计划 Service Request 服务请求 Services 服务 Service Support 服务支持 Severity Code 程度代码 Simulation Modeling 仿真...
44、UC) 支持合同(UC)Understandability 可理解性Uninterruptible Power Supply (UPS) 不间断电源(UPS)Unit cost 单位成本Upgrade 升级Upgrade notes 升级说明Uptime 正常运行时间,可用时间Urgency 紧急度Urgent change 紧急变更User 用户User acceptance 用户认可度User support 用户支持User-friendliness 用户友好性Utility Co...
Digital Banking Services: From mobile banking apps to digital-only banks, ITIL can ensure 24/7 uptime, integrate customer support effectively, and create a seamless user journey. Manufacturing Supply Chain Management: Manufacturers can use ITIL principles to improve the coordination between various stage...
This course uses an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Certificate Operational Support and Analysis. Learning Objectives: At ...
Level: Intermediate The ITIL 4 Specialist: Monitor, Support, and Fulfil combined practice module is for IT professionals who aim to establish effective cross-practice collaboration and service value streams. The individuals can demonstrate their understanding and application of the concepts covered in the...
1.[单选题]下面哪项实践可通过降低服务中断的负面影响来改进客户和用户的满意度?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 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 ...