Exam 4: The Process Component: Service Desk Processes and Procedures

An extremely important part of incident management is notification. Specifically, notification refers to notifying management and other service desk analysts about the status of outstanding incidents.

Companies typically pick one standard or framework to use when designing and improving processes; using more than one standard or framework causes conflicts.

Which is correct about the service asset and configuration management process?

Which is true?

Completion -The _______ ITIL book provides guidance on achieving efficiency and effectiveness in the delivery and support of services.

One of the reasons that knowledge management is becoming more important and formalized is because the rapid pace of change is making it very difficult for people to maintain their skills through training alone.

Even though customers' needs are constantly changing, once the service desk has developed effective processes, they will continue to be effective; analysts just need to focus on keeping their technical skills up to date.

The objective of ____ is to minimize the impact of incidents, eliminate recurring incidents, and prevent problems and their resulting incidents from occurring.

____ is a disciplined, data-driven approach for eliminating defects in any process.

Because today's workers have a better understanding of processes than they did in the past, companies can use more complex processes today than they did in the past.

The concept of processes and procedures used by service desks, and by businesses in general, originated in the ____ when philosopher and economist Adam Smith introduced his principle of the division of labor.

Service contracts help ensure that both the service provider and customer have the same level of expectation about the services the IT organization will deliver.

Target escalation time is a time constraint placed on each incident level that ensures incident resolution activities proceed at an appropriate pace.

Completion -_______ is the most basic reason for an undesirable condition or problem.

A ____ is a set of tools and databases for managing information about configuration items and linking that information to related incidents, problems, known errors, changes, and releases.

Which types of frameworks or standards focus on ongoing management and improvement of an organization's processes and performance and its ability to satisfy customer requirements?

Typically, the most efficient and effective approach to managing incidents is the first-come, first-served approach.

Since determining an incident's priority is often difficult for a service desk analyst who is not experiencing the incident, it is best to let the customer set the priority.

To combat complaints by customers who are feeling an attitude of indifference towards the services they are receiving, some companies establish a ____ process to maintain a positive relationship between a service provider and its customers.

A ____ is a group of people who come together to share information, experiences, tips, and best practices. Goals of these groups are to avoid reinventing the wheel and look for innovative ways to overcome challenges.