GLPI stands forGestionnaire Libre de Parc Informatiqueis a Free Asset and IT Management Software package, that provides ITIL Service Desk features, licenses tracking and software auditing. Major GLPI Features: Service Asset and Configuration Management (SACM): Manages your IT assets and configurations,...
Perhaps less pressing but still an issue is introducing applications and AI tools – such as bots to communicate with the service desk, interpret questions and help users find answers – which requires strategic thinking because, in practice, these tools are not so intuitive and need educating. A...
12、of the Problem Management processC The selection of an appropriate tool to log all incident data more accuratelyD The introduction of a single Service Desk number so customers know who to contactExam QuestionsSlide 14Which of the following data is least likely to be used in the incident co...
A A presentation to the board of directors to explain the importance of Problem Management B Implementation of the Problem Management process C The selection of an appropriate tool to log all incident data more accurately D The introduction of a single Service Desk number so customers know who ...
•Unsuitablesoftwaretools •UsersandITstaffbypassingtheprocess Slide11 ExamTips •RestoringservicesisaPRIMARYobjectiveofIncident Management •ALLcallsshouldbelogged •Incident-Problem-KnownError-Change IM Slide12 •Salesmenareabletousetheirlaptopsfromhotelstoobtain informationontravelroutesandtravellingtimes...
Possible ProblemsLack of Management commitmentLack of agreed Customer service levelsLack of knowledge or resources for r 8、esolving incidentsPoorly integrated processesUnsuitable software toolsUsers and IT staff bypassing the process10第10页,共16页。Exam TipsRestoring services is a PRIMARY objective of ...
1 Goal-PrimaryObjective •Torestorenormalserviceoperationasquicklyaspossiblewithminimumdisruptiontothebusiness,thusensuringthatthebestachievablelevelsofavailabilityandservicearemaintained 2 WhyIncidentManagement •Ensurethebestuseofresourcetosupportthebusiness•Developandmaintainmeaningfulrecordsrelatingtoincidents•...
Anincidentisaneventwhichisnotpartofthestandardoperationofaserviceandwhichcauses,ormaycauseaninterruptionto,orareductioninthequalityofthatservice Slide3 IncidentLifecycle Slide4 Impact,Urgency&Priority IMPACT-Thelikelyeffecttheincidentwillhaveonthebusiness(e.g.numbersaffected,magnitude)URGENCY-Assessmentofthespeedwith...