What must be included in a well defined Process structure?
Why is it important that the Service Desk attempts to link an Incident to a Known Error?
What is the purpose of CobiTTM?
Problem Management is responsible for carrying out trend analysis of Incident volumes and types.
What is the reason for this?
What is the most common process that is associated with the Service Desk?
What is the objective of the Security Management process?
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?
Documentation is a substantial part of the evidence for Service Management What is a best practice relating to documentation?
What is required to be in place for emergency changes?
Which process aims to prevent incidents resulting from changes to the IT infrastructure?