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1) Sample Exam Question: What is the objective of Incident management? - to annoy and irritate users - to identify difficult users so that the organisation can subsequently bring them into line - to provide a focal point to complain about the appalling service levels we provide - to restore normal operations as quickly as possible with the least possible impact on either the business or the user. This was part of a survey of ITSM personnel in a large enterprise. Almost 10% of respondents failed to select the last option: and it wasn't an anonymous survey! 2) Service and Help Desk Incidents: The Service Desk: "Your password is the small letter a as in apple, a capital letter E as in Echo, and the number 9". The Customer: "Is that 9 in capital letters?" The Customer: "My computer says Press Any Key To Continue." The Service Desk: "And...." The Customer: "There is no 'Any' key on my keyboard." The Service Desk: "Is the cursor still there?" The Customer: "No, I am alone at the moment." The Customer: "What hours is the service desk open?" The Service Desk: "24 hours a day, 7 days a week" The Customer: "Is that Eastern or Pacific time?" 3) Applications of Murphy's Law: - The first place to look for ITIL information is in the volume you least expect to find it. - For every action, there is an equal opposite malfunction. - The #1 cause of IT problems are IT solutions. - If at first you don't succeed, blame ITIL. |
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