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IncidentManagement1IncidentManagement1Goal-PrimaryObjectiveTorestorenormalserviceoperationasquicklyaspossiblewithminimumdisruptiontothebusiness,thusensuringthatthebestachievablelevelsofavailabilityandservicearemaintained2Goal-PrimaryObjectiveToresWhyIncidentManagementEnsurethebestuseofresourcetosupportthebusinessDevelopandmaintainmeaningfulrecordsrelatingtoincidentsDeviseandapplyaconsistentapproachtoallincidentsreportedIncidentDefinitionAnincidentisaneventwhichisnotpartofthestandardoperationofaserviceandwhichcauses,ormaycauseaninterruptionto,orareductioninthequalityofthatservice3WhyIncidentManagementEnsureIncidentLifecycle4IncidentLifecycle4Impact,Urgency&PriorityIMPACT -Thelikelyeffecttheincidentwillhaveonthebusiness(e.g.numbersaffected,magnitude)URGENCY -Assessmentofthespeedwithwhichanincidentorproblemrequiresresolution(i.e.howmuchdelaywilltheresolutionbear)PRIORITY -therelativesequenceinwhichanincidentorproblemneedstoberesolved,basedonimpactandurgency5Impact,Urgency&PriorityIMPAUseofSupportTeams6UseofSupportTeams6Escalation2ndLineSupportTeam3rdLineSupportTeamServiceDeskManagerServiceDeskSupportTeam3rdLineManager2ndLineManagerITServiceManagerFunctional(competence)Hierarchical(authority)7Escalation2ndLine3rdLineServRelationshipsRelationshipbetweenincidents,ProblemandKnownErrorsErrorininfrastructureIncidentProblemKnownErrorRFCStructuralResolutionHandlingofMajorIncidentsMajorincidentsoccurwhenthereisextremeimpacttotheUsers.ProblemManagementshouldbenotifiedtoarrangeaformalmeeting.TheServiceDeskwillensureIncidentrecordsaremaintainedwithallactionsanddecisions.8RelationshipsRelationshipbetwReducedbusinessimpactofIncidentsbytimelyresolutionImprovedmonitoringofperformanceagainsttargetsEliminationoflostIncidentsandServiceRequestsMoreaccurateCMDBinformationImprovedUsersatisfactionLessdisruptiontobothITsupportstaffandUsersBenefits9ReducedbusinessimpactofIncPossibleProblemsLackofManagementcommitmentLackofagreedCustomerservicelevelsLackofknowledgeorresourcesforresolvingincidentsPoorlyintegratedprocessesUnsuitablesoftwaretoolsUsersandITstaffbypassingtheprocess10PossibleProblemsLackofManagExamTipsRestoringservicesisaPRIMARYobjectiveofIncidentManagementALLcallsshouldbeloggedIncident-Problem-KnownError-ChangeIM11ExamTipsRestoringservicesisSalesmenareabletousetheirlaptopsfromhotelstoobtaininformationontravelroutesandtravellingtimes.Onseveraloccasionstheyhavefoundthatwhenacertainmodemhadbeeninstalled,communicationwasunsatisfactory.Atemporarysolutiontothisfaulthasbeenidentified.WhichprocessesotherthanIncidentManagementareinvolvedinachievingastructuralsolution?A Change,Configuration,Release&ProblemManagementB OnlyConfiguration,Problem&ReleaseManagementC OnlyChange&ReleaseManagementD OnlyChange,Release&ConfigurationManagementE OnlyProblem&ReleaseManagementExamQuestions12SalesmenareabletousetheirAtrendanalysisofincidentdatathatover30%ofincidentsregularlyrecur.Whichofthefollowingactivitieswillcontributemosttocuttingdownthepercentageofregularlyrecurringincidents?A ApresentationtotheboardofdirectorstoexplaintheimportanceofProblemManagementB ImplementationoftheProblemManagementprocessC TheselectionofanappropriatetooltologallincidentdatamoreaccuratelyD TheintroductionofasingleServiceDesknumbersocustomersknowwhotocontactExamQuestions13AtrendanalysisofincidentdWhichofthefollowingdataisleastlikelytobeusedintheincidentcontrolprocess?A IncidentcategoryB Make/modeloffaultyitemC ImpactcodeD CostoffaultyitemExamQuestions14WhichofthefollowingdataisIfacustomercomplainsthatservicelevelsarebelowthoseagreedintheSLA,apparentlyduetoanumberofrelatedhardwareincidents,whoisresponsibleforensuringthecauseisinvestigated?A TheIncidentManagerB TheCapacityManagerC TheProblemManagerD TheAvailabilityManagerExamQuestions15Ifacustomercomplainsthats演讲完毕，谢谢观看！演讲完毕，谢谢观看！IncidentManagement17IncidentManagement1Goal-PrimaryObjectiveTorestorenormalserviceoperationasquicklyaspossiblewithminimumdisruptiontothebusiness,thusensuringthatthebestachievablelevelsofavailabilityandservicearemaintained18Goal-PrimaryObjectiveToresWhyIncidentManagementEnsurethebestuseofresourcetosupportthebusinessDevelopandmaintainmeaningfulrecordsrelatingtoincidentsDeviseandapplyaconsistentapproachtoallincidentsreportedIncidentDefinitionAnincidentisaneventwhichisnotpartofthestandardoperationofaserviceandwhichcauses,ormaycauseaninterruptionto,orareductioninthequalityofthatservice19WhyIncidentManagementEnsureIncidentLifecycle20IncidentLifecycle4Impact,Urgency&PriorityIMPACT -Thelikelyeffecttheincidentwillhaveonthebusiness(e.g.numbersaffected,magnitude)URGENCY -Assessmentofthespeedwithwhichanincidentorproblemrequiresresolution(i.e.howmuchdelaywilltheresolutionbear)PRIORITY -therelativesequenceinwhichanincidentorproblemneedstoberesolved,basedonimpactandurgency21Impact,Urgency&PriorityIMPAUseofSupportTeams22UseofSupportTeams6Escalation2ndLineSupportTeam3rdLineSupportTeamServiceDeskManagerServiceDeskSupportTeam3rdLineManager2ndLineManagerITServiceManagerFunctional(competence)Hierarchical(authority)23Escalation2ndLine3rdLineServRelationshipsRelationshipbetweenincidents,ProblemandKnownErrorsErrorininfrastructureIncidentProblemKnownErrorRFCStructuralResolutionHandlingofMajorIncidentsMajorincidentsoccurwhenthereisextremeimpacttotheUsers.ProblemManagementshouldbenotifiedtoarrangeaformalmeeting.TheServiceDeskwillensureIncidentrecordsaremaintainedwithallactionsanddecisions.24RelationshipsRelationshipbetwReducedbusinessimpactofIncidentsbytimelyresolutionImprovedmonitoringofperformanceagainsttargetsEliminationoflostIncidentsandServiceRequestsMoreaccurateCMDBinformationImprovedUsersatisfactionLessdisruptiontobothITsupportstaffandUsersBenefits25ReducedbusinessimpactofIncPossibleProblemsLackofManagementcommitmentLackofagreedCustomerservicelevelsLackofknowledgeorresourcesforresolvingincidentsPoorlyintegratedprocessesUnsuitablesoftwaretoolsUsersandITstaffbypassingtheprocess26PossibleProblemsLackofManagExamTipsRestoringservicesisaPRIMARYobjectiveofIncidentManagementALLcallsshouldbeloggedIncident-Problem-KnownError-ChangeIM27ExamTipsRestoringservicesisSalesmenareabletousetheirlaptopsfromhotelstoobtaininformationontravelroutesandtravellingtimes.Onseveraloccasionstheyhavefoundthatwhenacertainmodemhadbeeninstalled,communicationwasunsatisfactory.Atemporarysolutiontothisfaulthasbeenidentified.WhichprocessesotherthanIncidentManagementareinvolvedinachievingastructuralsolution?A Change,Configuration,Release&ProblemManagementB OnlyConfiguration,Problem&ReleaseManagementC OnlyChange&ReleaseManagementD OnlyChange,Release&ConfigurationManagementE OnlyProblem&ReleaseManagementExamQuestions28SalesmenareabletousetheirAtrendanalysisofincidentdatathatover30%ofincidentsregularlyrecur.Whichofthefollowingactivitieswillcontributemosttocuttingdownthepercentageofregularlyrecurringincidents?A Apresentationtotheboardofdirect

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