By John Sansbury
This simple publication goals to help applicants cross the ITIL® OSA Intermediate exam. It not just references the resource fabric from the center ITIL texts yet crucially additionally supplies useful suggestions in response to real-life reports. examination applicants not need to depend simply on their reminiscence and revision, yet can draw on their knowing of the fabric and thereby considerably bring up their probabilities of luck in either the exam and the adoption of the rules of their specialist lifestyles. This new version displays the newest ITIL suggestions, definitions, terminology and diagrams, in addition to many extra insights from the author's personal adventure of constructing powerful strategies and practices for his consumers worldwide. An ITIL® authorized product. overview: "John has created an outstanding reduction to training for these looking good fortune within the exam including an excellent reference handbook, to counterpoint the present ITIL assistance, for these already training 'in the field'." Phil 'Monty' Montanaro, carrier administration SME, HP
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Extra resources for Operational Support and Analysis: A Guide for Itil Exam Candidates - Second Edition
This is an important management metric. However, in the same way that record closure may not be a good guide to fix time, neither is the record open time, since there can be a lag between occurrence, detection and logging. It is these types of discrepancy that can distort performance statistics and reports. EXAMPLE Beware of this situation: An outsourced service provider was paid for each incident created. With no balancing measure, there was no incentive to reopen an existing incident record so valuable investigation, diagnosis and fix information was much harder to locate and reuse and more effort (and cost) was spent repeating the process to the obvious detriment of the user and business.
These may be incidents where service is being disrupted or incidents where service has not yet been disrupted. The value of incident management to the business is that resources are allocated to minimising and mitigating the impact of incidents and service unavailability in line with business priorities. Lower levels of incidents and quicker resolution times will enable the services to run as intended. During the handling of incidents, the service desk may be able to identify improvements in both business and technical processes.
OR T/F Fit for purpose? AND AND WARRANTY Fit for use? T/F ValueT/F created T: True F: False It may be that a service does exactly what the customer or business area wants (utility), but if the service is unreliable or lacks the necessary security or availability levels (warranty), then it cannot deliver maximum value. Conversely, a high availability, highly secure and highly reliable service that does not actually do what the customer or business area requires will again not deliver maximum value.