ITIL4服务管理框架旨在帮助组织建立高效的服务管理体系,提供符合业务需求和客户期望的服务,从而实现持续改进和增值。 1. 服务价值系统(Service Value System):强调以客户为中心,将各种元素(价值、需求、产出等)整合到一个统一的系统中,以实现服务管理的整体价值。 2. 服务价值链(Service Value Chain):描述了服务提供...
g|uticnC, Incidenl RecordsD, New Known ErrorsAnswer CItem 45 of 184Who is responsible for defining Key Performance Indicators (KPIs) for Change Management?A. The Change Management Process OwnerB The Change Advi&ory Board ( 48、CAB)C. The Service Own erD The Continual Service Imprcrvement ...
Only one - the process architect Answer: B QUESTION 9 What guidance does ITIL give on the frequency of production of service reporting? A. Service reporting intervals must be defined and agreed with the custom ITIL-V3中文试题 .. ITIL 试题一 2、下列说法哪个不正确? A 可用性管理涉及维持...
For internal service providers, the main objective of the service continuity management practice is to support the overall business continuity management practice by ensuring that, through managing the risks that could affect IT services, the service provider can always provide the relevant agreed service...
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 ...
Solution: Centralize incident reporting through a robust service desk platform, ensuring all incidents are logged and managed systematically. Holding on to incidents: Challenge: Blurring the lines between incident and problem management, leading to inefficiencies. Solution: Clearly define the scope and bou...
updating the incident database 三、问题管理(2 道题) 1、A user calls the Service Desk complaining that it is often impossible to print documents from a certain application , while this is not the cast with other applications. Which process is responsible for identifying the cause? A. ...
What guidance does ITIL give on the frequency of production of service reporting? A. Service reporting intervals must be defined and agreed with the customers B. Reporting intervals should be set by the Service Provider C. Reports should be produced weekly D. Service reporting intervals must be ...
Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities D. Technology, process and service Answer: D QUESTION 2 Which of the following is NOT a valid objective of Problem Management? A. To prevent Problems and their resultant Incidents B. To manage Problems throughout ...
C. Demand for the services delivered by service providers are directly influenced by PBA服务有供应商提供, PBA直接影响服务需求 D. Understanding PBA is the only way to enable accurate service level reporting 了解PBA是以实现服务水平报告精确化的唯一的途径 ...