ITIL 服务经理考试指南: 5.6 SERVICE DESK (2)
上一篇 /
下一篇 2008-04-27 07:55:06
/ 个人分类：ITIL 服务经理考试指南
5.6 SERVICE DESK (2)
SERVICE DESK
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
SVD008 |
SERVICE DESK |
D2 |
Extends the range of services and offers a more global-focused approach, allowing business processes to be integrated into Service Management Infrastructure. |
记忆关键点：global-focused approach；Service Management Infrastructure。
SERVICE DESK FUNCTION/ACTIVITY
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
SVD009 |
SERVICE DESK FUNCTION/ ACTIVITY |
D2 |
Receiving calls
Recording and tracking Incidents
Keeping customer informed
Making initial assessment
Monitoring and escalation
Managing request life-cycle
Communicated planed and short-term changes
Coordinating 2nd level and 3rd level
Provide information for Improvement
Identify Problem
Customer training/education needs:
Close Incidents and confirmation with the Customer
Contributing to Problem Identification |
SUPER USER
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
SVD010 |
SUPER USER |
D2 |
Expert Customers who can deal with first-line support Problems and queries. |
VIRTUAL SERVICE DESK
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
SVD011 |
VIRTUAL SERVICE DESK |
D2 |
Benefits: same as central.
Restriction: physical presence.
Consideration: common process; common language; SPC engagement; physical presence; Network capacity; support tool; consistent ownership/automated transfer Incidents. |
BENEFITS
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
SVD012 |
BENEFITS |
D3 |
Identify and lower the cost of ownership
Supports Change
reduce cost
Optimization of investment
long term Customer retention and satisfaction
identify business opportunity |
COMMON CHARACTERS
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
SVD013 |
COMMON CHARACTERS |
D3 |
Represent the service provider to the Customer and User
Operate on the principle that customer satisfaction and perception is critical
Depend on blending people, processes and technology to deliver a business service. |
记忆关键字：Represent the service provider；satisfaction and perception is critical；blending people, processes and technology。
CSF
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
SVD014 |
CSF |
D3 |
Management commitment; willingness to relinquish control; business metrics; support process are maintained; ease of use and quality; communication
quick win; start simple; involve Customer; 3rd parity…
understand business needs; training; service objective/SLA; realized value. |
OUTSOURCING CONSIDERATIONS
|
基因代码 |
知识点名称 |
记忆等级 |
知识点内容 |
|
SVD015 |
OUT SOURCING CONSIDERATION |
D3 |
Your SD tool;
Owner of management information
skillet
Details of support staff
Continue mentoring
Check supplier dependencies
Contract terms
Seek assistance |
以上是SERVICE SUPPORT 所需要掌握的全部知识点。建议考生用手写的方式将每个章节的内容各抄在一张A4纸上。再次提醒，一定要用手写的，仔细抄一便。因为考试是手写论述题。
然后每天一读，过了一两个星期就对答如流了。
导入论坛
引用链接
收藏
分享给好友
推荐到圈子
管理
举报
TAG:
