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Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
ITIL History
ITIL Transition from V3 to V4
Key Concept of ITSM
ITIL Dimensions and Principles
Service Value System (SVS)
ITIL Practices
ITIL Certification Schema
Best Practices for Implementing a Service Catalog and Enhanced ITSMhdicapitalarea
The Service Catalog is the end-user view into IT – a ‘Shop Window’ where IT can advertise the available services. Service Management is all about delivering and maintaining the IT services required by the Business to perform the operations of the organization.
ITIL History
ITIL Transition from V3 to V4
Key Concept of ITSM
ITIL Dimensions and Principles
Service Value System (SVS)
ITIL Practices
ITIL Certification Schema
The Service Catalog is not a Request Portal. The terms are often used interchangeably due to lack of knowledge, which can cause confusion for IT and IT's customers.
Over the past year, Evergreen conducted dozens of one-day Service Catalog workshops around the U.S. Attended by more than 500 people, a recurring theme we noted was that many attendees thought they had a Service Catalog, when in fact they actually had a Request Portal.
IT needs to increase its focus on 3 important areas:
Delivering services customers want and need
Better alignment with the needs of the business
Cost transparency to give visibility to the cost of services
Learn more and access the webinar recording at:
http://www.evergreensys.com/it-webinars-whitepapers-evergreen-systems
#servicecatalog #itsm #servicenow #itservicecatalog
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
Introducing our content ready ITIL Incident Management Workflow PowerPoint Presentation Slides. Talk about the need for implementing incident management processes such as maintaining service levels, meeting service availability requirements and so on. The topic-specific incident resolution workflow PowerPoint presentation contains twenty-two editable PPT slides to serve all your business needs. Take advantage of the professionally designed problem management best practices PPT slideshow to discuss with your team the key issues of ITIL workflow like lack of transparency, decreased customer satisfaction, high risk of business etc. Demonstrate best practice of ITIL management like creating and maintaining a knowledge base and handling major incidents etc. Utilize the visually appealing ITIL framework PowerPoint compete deck to showcase benefits of ITIL e.g. maintain dashboard and reports etc. You can also use the PPT slides to represent stages of the IT incident management lifecycle. Thus, download the informative and interactive PowerPoint templates to list down the key performance indicators of IT incident management. From this day forward you won't look back. Our ITIL Incident Management Workflow PowerPoint Presentation Slides keep you focused ahead. https://bit.ly/2So2pXt
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
Mario Vivas, CEO, River Horse
ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). The ServiceNow platform has a powerful set of baseline features and optional plugin functions that can help an organization align with the recommendations of ITIL4.
Please join us and Mario to learn about how you can start applying ITIL4 concepts in your ServiceNow implementations!
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Defining Services for a Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
The Service Catalog is not a Request Portal. The terms are often used interchangeably due to lack of knowledge, which can cause confusion for IT and IT's customers.
Over the past year, Evergreen conducted dozens of one-day Service Catalog workshops around the U.S. Attended by more than 500 people, a recurring theme we noted was that many attendees thought they had a Service Catalog, when in fact they actually had a Request Portal.
IT needs to increase its focus on 3 important areas:
Delivering services customers want and need
Better alignment with the needs of the business
Cost transparency to give visibility to the cost of services
Learn more and access the webinar recording at:
http://www.evergreensys.com/it-webinars-whitepapers-evergreen-systems
#servicecatalog #itsm #servicenow #itservicecatalog
Boost your ITSM maturity with a service catalogAxios Systems
View the full recorded webinar here:
http://forms.axiossystems.com/spalding_september_reg_en
In this webinar, George Spalding, Executive VP at Pink Elephant, talks about how a service catalog can help you increase your ITSM maturity, and shares some of the secrets of a successful implementation.
Joe Beighley, Business Solutions Consultant at Axios Systems, shows you how a service catalog works from the business perspective, and how IT can quickly deploy a catalog that takes strain off the service desk and releases IT resources for innovation.
Introducing our content ready ITIL Incident Management Workflow PowerPoint Presentation Slides. Talk about the need for implementing incident management processes such as maintaining service levels, meeting service availability requirements and so on. The topic-specific incident resolution workflow PowerPoint presentation contains twenty-two editable PPT slides to serve all your business needs. Take advantage of the professionally designed problem management best practices PPT slideshow to discuss with your team the key issues of ITIL workflow like lack of transparency, decreased customer satisfaction, high risk of business etc. Demonstrate best practice of ITIL management like creating and maintaining a knowledge base and handling major incidents etc. Utilize the visually appealing ITIL framework PowerPoint compete deck to showcase benefits of ITIL e.g. maintain dashboard and reports etc. You can also use the PPT slides to represent stages of the IT incident management lifecycle. Thus, download the informative and interactive PowerPoint templates to list down the key performance indicators of IT incident management. From this day forward you won't look back. Our ITIL Incident Management Workflow PowerPoint Presentation Slides keep you focused ahead. https://bit.ly/2So2pXt
Don Casson, CEO and Jeff Benedict, ITSM Practice Manager share best practices you can use to clearly define and communicate - who is the Customer and what are the Services? They also share how a service catalog taxonomy framework helps you organize and manage this as ONE team. You may download or playback the recording here: http://bit.ly/1BWnEkX #servicecatalog #servicenow #itsm
Mario Vivas, CEO, River Horse
ITIL4 is out and everyone is eager to learn about the updates this release introduces. This session will summarize the key changes that ITIL4 presents with a focus on the more operational processes that organizations deliver on a day to day basis (Incident, Problem, Change and so on). The ServiceNow platform has a powerful set of baseline features and optional plugin functions that can help an organization align with the recommendations of ITIL4.
Please join us and Mario to learn about how you can start applying ITIL4 concepts in your ServiceNow implementations!
ITIL, formally an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL V3),
Defining Services for a Service CatalogAxios Systems
To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=289
Faced with continued cost pressures, as well as growing business unit demand for new services and higher service levels, IT is about to make transformation. IT is having to align their services with the needs of the business, develop standardized process and improve overall internal customer satisfaction. Arguably the most important tool to deliver these demands is the Service Catalog.
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This complete presentation has PPT slides on wide range of topics highlighting the core areas of your business needs. It has professionally designed templates with relevant visuals and subject driven content. This presentation deck has total of twelve slides. Get access to the customizable templates. Our designers have created editable templates for your convenience. You can edit the colour, text and font size as per your need. You can add or delete the content if required. You are just a click to away to have this ready-made presentation. Click the download button now. https://bit.ly/2QHxPtz
Service Encounters Grading Rubric Must be attached .docxlesleyryder69361
Service Encounters Grading Rubric
*Must be attached to first and final drafts*
NOTE: Any points on the first draft over 50 points will be credited as bonus
points
Grading
Rubric
Points
Possible
Points
Earned
A.
Describe
where
and
when
you
conducted
your
observation
5
B.
Describe
3-‐4
service
encounters,
following
the
format
of
the
examples
described.
Include
your
notes
on
the
conversations
and
described
persons.
15
C.
Present
your
analysis
of
your
conversational
data
in
which
you
will
identify:
i.
Utterances
(statements,
questions,
etc.)
that
invite
an
uptake
10
ii.
Either
the
presence
or
absence
of
uptakes
10
D.
Based
on
Bailey’s
work,
suggest
some
of
the
possible
reasons
for
a
person
not
to
offer
an
uptake.
10
Total:
50
5
Bonus
points
available
for
attaching
documentation
of
Writing
Center
Consultation
Question 1
You are doing the quality audit in an organization that has adopted Six Sigma. Which metric will give you the percentage of items handled correctly?
a.
Productivity
b.
Yield
c.
Output
d.
Standard Deviation
Question 2
Quality has been defined by the International Organization for Standardization (ISO) as the set of characteristics that meets the needs. Which of the following will most ensure that a project manager delivers a quality output?
a.
Understand the main customer’s quality requirements
b.
Build to specifications
c.
Conduct extensive validation and tests
d.
Training people in quality
Question 3
Six Sigma methodology is not appropriate for all projects. Which of the following makes it suitable to apply Six Sigma?
a.
Existence of a quality gap between current and desired situation
b.
Existence of a clearly understood problem
c.
Existence of a predetermined solution
d.
Existence of an obvious optimal solution
Question 4
You have been assigned to manage a project to develop a product for the global marketplace. Your team is distributed across many countries. Which of the following is not essential for a high quality outcome in this project?
a.
Understand the unspecified expectations of potential users
b.
Increase quality control on the deliverables from the teams in other countries
c.
Recognize the cultural approaches to quality between the distributed teams
d.
Institute a training program to ensure complete adherence to quality processes
Question 5
Quality comes at a price. It costs to adhere to the specifications. Not adhering to specifications has potential costs. Costs related to quality can be categorized in five types. What type of cost limits the errors in the project output to within an a.
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Get PEOPLECERT ITIL-4-Foundation Sample Questions And Answers.pdf
1. Latest Version: 22.0
Question: 1
Which ITIL guiding principle recommends using existing services, processes and tools when improving
services?
A. Progress iteratively with feedback
B. Keep is simple and practical
C. Start where you are
D. Focus on value
Answer: C
Question: 2
Which practice has a purpose that includes ensuring that risks have been properly assessed?
A. Service configuration management
B. Problem management
C. Service level management
D. Change control
Answer: D
Question: 3
When should a full risk assessment and authorization be carried out for a standard change?
A. Each time the standard change is implemented
B. When the procedure for the standard change is created
C. At least once a year
D. When an emergency change is requested
Answer: B
Question: 4
Which statement about emergency changes is CORRECT?
2. A. The testing of emergency can be eliminated in order to implement the change quickly
B. The assessment and authorization of emergency changes is expedited to ensure they can be
implemented quickly
C. Emergency changes should be authorized and implemented as service requests
D. Emergency changes must be fully documented before authorization and implementation
Answer: B
Question: 5
Which practice coordinates the classification, ownership and communication of service requests and
incidents?
A. Supplier management
B. Service desk
C. Problem management
D. Relationship management
Answer: B