Staff should be trained in relevant aspects of Service Management. What information with respect to training should be maintained?
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
One of the activities required for effective planning, coordination and evaluation of requested changes is assessing the impact and required resources.
Which process or function is responsible for this activity?
What is the objective of a Management System?
What data is recorded when an incident is reported to the Service Desk?
What does the term "Integrity" mean in the context of Information Security Management?
What must be included in a well defined Process structure?
Which statement below is not a purpose of Supplier Management procedures?
The Service Desk of supplier X continuous receives the same incident report. This concerns the latest version of a client-server application. The problem no longer occurs if the former version is re-installed. Because the cause of the incident has still not been traced, the supplier decides to advise the customers to temporarily install the old version, if the problem occurs.
What is this advice an example of?
One of the responsibilities of Release Management is to ensure that the master copies of software are stored in a secure location.
What is the name of this location?
Through which process does the implementation of new or changed services, including closure of a service, need to be planned and approved?