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Additional resources for ITIL Service Manager Exam Preparation Course in a Book for Passing the ITIL Service Managers V2 Exam - The How To Pass on Your First Try Certification Study Guide
This is to allow for more practice questions, as well as greater process coverage. 1 Rece Couture Shoe Design For the love of craftsmanship Copyright The Art of Service 63 Introduction Rece Couture Shoe Company of London, England, is a privately owned shoe company, founded in 1994. Rece has grown rapidly to become one of the leading shoe retailers of the world. During recent years Rece has expanded substantially to reach in 2004 the third most favored designer shoe label. The company has also expanded the product line with the introduction of an accessory line.
Usually a combined role with Problem Management. (including business and User input) • Identifies underlying causes of Service interruption to the user • Produce reports of findings and recommendations • Provides a mechanism to ensure the IT Infrastructure delivers optimal Availability. • Enables “outside the box” thinking Analyzing the lifecycle of an incident can provide additional help and guidance in the restoration of incidents and “designing for recovery”. • Incident start • Incident • Incident Diagnosis Detection • Incident Repair • Incident • Incident Response Recovery • Incident Restoration Copyright The Art of Service 29 Technical Observation Post A TOP is a prearranged gathering of technical specialists from the IT support organization brought together to focus on specific aspects of Availability.
Invocation: The decision to invoke ITSCM processes takes into account a number of factors. • The extent of the damage and scope of the potential invocation • The likely length of the disruption and unavailability of services or business processes • The timing of the disruption and potential business impact. Challenges • Lack of management sponsorship and commitment • Lack of resources and time • Lack of cooperation from all levels of staff including management and team members Costs P: people, ITSCM training and awareness of staff A: accommodation – recovery facilities S: software required for risk reduction or recovery H: hardware required for recovery or risk reduction E: Education and awareness of staff and management T: Transfer costs – cost of involving Business Continuity Management staff or external risk assessment parties.