Join Suzanne Van Hove for an in-depth discussion in this video Review: Exercise two, part of IT Service Management: ISO20000.
- Okay.…Hopefully, you've taken a little bit of time…to do this exercise, jot down some ideas,…as you are now an entrepreneur and you've…opened up a sandwich shop.…Now, in this activity, you had lots of hints…of what you should perhaps have in place…and consider based on ISO 20000.…Hopefully, you have a document there.…Let's think about what you could have come up with.…
I've created a list of my own.…Of course there are answers in your handout packet.…But let's just look at some of these lists, or this list.…I've kept it more towards the 20000 terms…than anything else.…First of all, what's the scope?…Who are your customers?…Where are you going to locate your sandwich shop?…What are you going to provide, right?…Next one is, what services are you going to provide?…Are you just going to provide sandwiches?…Are you going to provide salad?…Are you going to provide chips, whatever it might be?…What policies do you have in place?…What's my service management policy?…Do I have a policy how I'm going to manage this shop?…
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.