VOLUME 2 · CHAPTER 6
Service Management
1Overview of Service Management3 concepts
2Method of Service Management11 concepts
System transition methods2 questionsService continuity and availability management2 questionsDeclining metered-rate billing1 questionIncident and service request management2 questionsConfiguration item identification1 questionRecording requests for change1 questionService-desk response procedure1 questionUninterruptible power supply1 questionAgreed service targets and improvement2 questionsChecking known incidents and resolutions1 questionProblem prevention and root causes1 question