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Little to no proactive activities being carried out.
Refer to Scenario
Through further investigation you identify that there is no formal means of collecting
data to identify service improvement, other than customer surveys. These are very
subjective and do not give a balanced picture regarding quality of service.
Through discussions with the Continual Service Improvement Manager, you decide
to start collecting a range of metrics to help identify service improvements.
Which metrics would be relevant to Service Desk?

A. % of calls resolved by Service Desk
Average time to identify incident
Average time to escalate incident
% of user updates conducted within target times Customer feedback
Average Service Desk cost of handling incident
B. % of calls resolved by Service Desk
Average time to resolve incident
Average time to escalate incident
% of customer updates conducted within target times Customer Feedback Average
Service Desk cost of handling incident
C. o % of calls answered by Service Desk
Average time to escalate incident
% of customer updates conducted within Service Desk Hours Customer Feedback
Average cost of handling incident
D. % of calls answered by Service Desk Average time to resolve problems
Average time to escalate problem
% of customer updates conducted within Service Desk Times Customer feedback
Average cost of handling problem

Answer(s): B

QUESTION:
12
Scenario
NEB is a financial management company that specializes in lending money for
substantial property investments. They have a large IT department that is currently
using the following ITSM processes: Service Level Management
Availability Management
IT Service Continuity Management
Information Security Management Incident Management Problem Management.
Each of these processes have been implemented within the planned target time and
are working effectively and efficiently. Staff have adapted to the changes in a very
positive manner and see the benefits of using the ITIL framework.
Last Saturday, there was a security breach. A previous member of staff, who has left
the company and joined a competitor organization, has been able to gain access to
several client lending files. After initial investigation, it was found that access was not
terminated when the staff member left the company this has highlighted that there
are insufficient processes in place to ensure access rights are terminated when staff
leave the company, change roles etc. and there is ongoing investigation to see how
many other previous staff stil have access to the system.
The business has requested immediate recommendations from the IT Manager, as to
what can be done to ensure this situation does not happen again and how best to
inform clients, with reference to the security breach.
Refer to the scenario.
Which of the following options is most suitable to deal with this situation?

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