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ITIL :: View topic - SS exam - question help
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SS exam - question help

 
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michalt
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PostPosted: Thu Nov 15, 2007 11:19 pm    Post subject: SS exam - question help Reply with quote

Hi,

Could you please help me to answer this question?

"Company is going to introduce a Service Desk and audit its effectiveness, efficiency and maturity after one year after implementation. List 6 reports and / or documents that can be used for such a audit."

I would say:
1) Management Reports + SLA Reports
2) CSS
3) Incidents records itself
4) up-to-date processes, procedures and documentation
5) up-to-date Service Catalog available for SD
6) SLA/OLA in place, agreed, reviewed, etc.

is it ok?


Thank you,
Michael
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LizGallacher
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PostPosted: Fri Nov 16, 2007 10:41 am    Post subject: Reply with quote

The best way to answer this question is to ask yourself what would make a Service Desk mature, efficient or whatever, then ask how that would show, and what kind of evidence you would expect to find. For example, if it was a Change Process we were talking about, we would expect there to be few backed-out changes (because they would have been tested), few incidents /less downtime resulting from changes (same, and the impact analysis would have been done), changes happening on schedule, few emergency changes, and no unauthorised changes. We would also expect the CMDB to be accurate, as every change would be loged, so that changes to the CMDB would follow.
So, when you say "incident records" what are you loking at - the number/priority etc of incidents would not tell yo about the Service Desk - the First Time Fix rate would, as would the number correctly assigned, chased at the set times, and so on.
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michalt
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PostPosted: Fri Nov 16, 2007 7:13 pm    Post subject: Reply with quote

LizGallacher wrote:
The best way to answer this question is to ask yourself what would make a Service Desk mature, efficient or whatever, then ask how that would show, and what kind of evidence you would expect to find. For example, if it was a Change Process we were talking about, we would expect there to be few backed-out changes (because they would have been tested), few incidents /less downtime resulting from changes (same, and the impact analysis would have been done), changes happening on schedule, few emergency changes, and no unauthorised changes. We would also expect the CMDB to be accurate, as every change would be loged, so that changes to the CMDB would follow.
So, when you say "incident records" what are you loking at - the number/priority etc of incidents would not tell yo about the Service Desk - the First Time Fix rate would, as would the number correctly assigned, chased at the set times, and so on.


All metrics will be under Management Reports + SLA Reports - of course they need to be described. By 'Incidents records' I meant check whether all incidents have all information recorded and are complete - all (sample) incidents are properly recorded, filled-in, actioned, closed, etc.

Basically, my question is: if those 6 points i mentioned (without description; just headlines) are enough to answer this question and get at least 75% of points for this question? Smile
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LizGallacher
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PostPosted: Fri Nov 16, 2007 7:20 pm    Post subject: Reply with quote

You would need to detail what evidence you were looking for in each of these reports, and what its presence or absence would indicate. How much detail you would need to go into would depend on the marks available - if this was a question where this was worth 20 marks, you would be expected to write maybe 3-4 pages. If it was for 5 marks, then about 2/3 of a page would be about right. Most importantly , unless it just says "list", you need to explain why you would look at each thing, and how it would help you measure the effectiveness etc of the Service Desk.
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michalt
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PostPosted: Fri Nov 16, 2007 7:22 pm    Post subject: Reply with quote

LizGallacher wrote:
The best way to answer this question is to ask yourself what would make a Service Desk mature, efficient or whatever, then ask how that would show, and what kind of evidence you would expect to find. For example, if it was a Change Process we were talking about, we would expect there to be few backed-out changes (because they would have been tested), few incidents /less downtime resulting from changes (same, and the impact analysis would have been done), changes happening on schedule, few emergency changes, and no unauthorised changes. We would also expect the CMDB to be accurate, as every change would be loged, so that changes to the CMDB would follow.
So, when you say "incident records" what are you loking at - the number/priority etc of incidents would not tell yo about the Service Desk - the First Time Fix rate would, as would the number correctly assigned, chased at the set times, and so on.


Please tell me this kind of question is on the metrics level (they ask about metrics) or I can put Management reports (+sla reports) as 1/6 and describe all metrics under it?
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LizGallacher
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PostPosted: Fri Nov 16, 2007 7:27 pm    Post subject: Reply with quote

sorry, not sure what you mean "on the metrics level"
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michalt
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PostPosted: Fri Nov 16, 2007 7:32 pm    Post subject: Reply with quote

LizGallacher wrote:
sorry, not sure what you mean "on the metrics level"


if they ask about 6 reports - does it mean list-out and describe 6 metrics, e.g. first time fix rate at service desk report? or all metrics are as 1 report and 5 left - can be CSS, etc. ?
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