ITIL4 18-22 Nov by Vipin

Discussion in 'IT Service Management - ITIL/ITSM/TOGAF' started by Vipin_60, Nov 22, 2019.

  1. Vipin_60

    Vipin_60 Member

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    This community is for ITIL4 F Session
     
    #1
  2. Vipin_60

    Vipin_60 Member

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    I have this scenario.

    I manage L2 operations.

    Our L3 team has KPI target recently to keep the Problem Ticket to low volume.

    In general, if any Incident that qualifies RCA investigation, we will create Problem ticket find RCA and to track the fix to closure.

    Recently we have a scenario. User has reported multiple issues in a single email. All issues are pertaining to a single application journey but breakages at different stages of the same application journey. We have gotten service desk to create incidents for each and every issues/scenario that was reported. After initial investigation, it was confirmed all INC require code fixes and hence our team had opened relevant problem tickets to track RCA/fixes which had impacted L3 team's KPI.

    My L3 team has challenged us that it should be a single Incident and single problem ticket as user has reported all the issues in a single email and all scnearios are belonging to same application journey.

    How should this be handled as p
     
    #2
  3. Parameshwaran A(4154)

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    In My opinion problems tickets can be based on application as here all belongs to one application so one problem ticket..
    or
    module / release wise we can go with problem tickets.
     
    #3
  4. Amit Singh_31

    Amit Singh_31 New Member

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    Please upload questions bank as early as possible.
     
    #4
  5. Karamjeet Singh

    Karamjeet Singh New Member

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    Yes pls vipin
     
    #5
  6. Amarjit Dalai

    Amarjit Dalai Member

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    Dear Mr Vipin,

    Which are the companies and industry ITIL job openings will be there ?

    Please share some Interview questions ?
     
    #6
    Aditya Sharma_10 likes this.
  7. Amarjit Dalai

    Amarjit Dalai Member

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    Dear Mr Vipin,

    Where can we find "case studies" ? You had told us to go through case studies after writing the exam.
     
    #7
  8. Hillsgulf

    Hillsgulf New Member

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    Amit: you wrote "Please upload questions bank as early as possible"

    how to upload?
     
    #8
  9. Pooja Vyas

    Pooja Vyas Member

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    Hi Vipin,
    Can you please upload the question bank as some of us want to appear exam this weekend.
     
    #9
  10. Vipin_60

    Vipin_60 Member

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    Uploaded 2 practice papers
     

    Attached Files:

    #10
  11. Amarjit Dalai

    Amarjit Dalai Member

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    Where are the answers ?
     
    #11
  12. Vipin_60

    Vipin_60 Member

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    Its done
     
    #12
  13. Vipin_60

    Vipin_60 Member

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    Answers first try to find yourself
     
    #13
  14. Vipin_60

    Vipin_60 Member

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    Its done ,plz scroll down
     
    #14
  15. Krishnakumar Menon

    Krishnakumar Menon New Member

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    This concept itself is incorrect. A good ops practice will create more problem tickets. This reflects the team is busy in ticket analysis, value to customer.

    This appears to be regression testing scenario. So an incident with associated problem should be fine.
     
    #15
  16. Pooja Vyas

    Pooja Vyas Member

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    Thanks!
     
    #16
  17. Avinash_155

    Avinash_155 New Member

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    Just curious, Did anyone give the test in this batch and passed so far?
     
    #17
  18. Akbar Basha

    Akbar Basha New Member

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    #18
  19. NALLURI ADINARAYANA

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  20. NALLURI ADINARAYANA

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    Hello every one, Please answer below Questions. Here with i given my answers, need to cross check. Kindly revert with explanations

    1. What are the ITIL guiding principles used for?


    A. To help an organization make good decisions
    B. To direct and control an organization
    C. To identify activities that an organization must perform in order to deliver a valuable service
    D. To ensure that an organizations performance continually meets stakeholders expectations

    My Answer is : D

    2. Identify the missing words in the following sentence.
    The management of information security incidents usually requires [?].


    A. Immediate escalation
    B. Specialist teams
    C. A separate process
    D. Third party support

    My Answer is : A

    3. Which is included in the purpose of the design and transition value chain activity?


    A. Ensuring that service components are available when needed
    B. Providing transparency and good stakeholder relationships
    C. Supporting services according to specifications
    D. Continually meeting stakeholder expectations for costs

    My Answer is : A

    4. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?


    A. Start where you are
    B. Collaborate and promote visibility
    C. Keep it simple and practical
    D. Optimize and automate

    My Answer is : D
     
    #20

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