Join Suzanne Van Hove for an in-depth discussion in this video Review: Exercise one, part of IT Service Management: ISO20000.
- Okay, hopefully you've had a chance…to do that first assigned exercise, ITSM and Failure,…and that, as you listen to this,…you have a solution that you've worked on.…Remember in column one, listing, consider…and list causes of service failure.…Column two, list ways organizations manage failure,…and column three, what could be learned…from a review of failure?…Hopefully, you've come up with six to ten items…for each column, or somewhere close to that,…and that you've spent a little bit of time…looking at what you found,…or what you listed in column three.…
Now, I realize that we've given you the answers…in that handout in your student manual,…but I do wanna go over this,…for the very specific reason, to make sure…that you do see what is in column three, okay?…So, let's go ahead and look at some potential answers here.…Cause of failure, now, if they could be a ton…of causes, malicious acts, somebody's gotten fired,…they've left a little time bomb in the system…that six months later, it activates some sort…of code that creates a little bit of havoc for you.…
Skill Level Advanced
Q: The instructor mentions that the slide deck will be included in the course materials. I downloaded the exercise files, but I don't see the slide deck. Where is the slide deck?
A: Unfortunately, this is a recording of the live lecture and the materials referred to were give out to students in the room, but are not available for this experience.