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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