Free Preparation Discussions
MENU
PeopleCert ITIL 4 Foundation Exam - Topic 4 Question 68 Discussion
Topic #: 4
Which is the purpose of the 'monitoring and event management' practice?
The second step is to conduct an objective current-state assessment of existing services and service management practices. This should include consideration of the users' perception of the value being received, along with a review of people's competencies and skills, the processes and procedures involved, the capabilities of the available technological solutions and the prevailing organizational culture. The success of an improvement initiative depends on a clear and accurate understanding of the starting point and the required impact of the initiative.
For example, an organization can measure the current net promoter score (NPS) from a customer satisfaction survey, conduct a benchmark survey against its competitors or review findings of operational statistics or audit reports to understand its current state. If this step is skipped, the current state will not be understood and there will not be an objective baseline measurement against which improvement can be measured.
https://www.bmc.com/blogs/itil-continual-improvement/
Ilene
4 months agoFernanda
4 months agoSherita
4 months agoLawrence
5 months agoTonja
5 months agoCatina
5 months agoPaulina
5 months agoOneida
5 months agoJaime
5 months agoMelvin
5 months agoBrande
5 months agoTelma
5 months agoCandida
10 months agoChau
10 months agoDenny
9 months agoAmmie
9 months agoCeleste
10 months agoLucina
10 months agoDong
10 months agoTalia
10 months agoLeatha
10 months agoEffie
10 months agoJesusita
10 months agoVan
11 months agoRaul
11 months agoKerry
11 months ago