What is the effect of increased automation on the 'service desk1 practice?
Increased ability to focus on fixing technology instead of supporting people
Greater ability to focus on customer experience when personal contact is needed
Elimination of the need to escalate incidents to support teams
Decrease in self-service incident logging and resolution
Which gives a user access to a system?
Service requirement
Service agreement
Service consumption
Service provision
What is an incident?
The planned removal of an item that might affect a service
A result enabled by one or more outputs
A possible future event that could cause harm
A service interruption resolved by the use of self-help tools
What is the primary focus of business capacity management?
Management, control and prediction of the performance, utilization and capacity of individual elements of
IT technology
Review of all capacity supplier agreements and underpinning contracts with supplier management
Management, control and prediction of the end-to-end performance and capacity of the live, operational IT
services
Future business requirements for IT services are quantified, designed, planned and implemented in a
timely fashion
