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所在平台: Udemy |
课程主页: https://www.udemy.com/course/incident-management-practice-150-practice-questions/
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Coursera 课程总结：ITIL 4 事件管理实践 - 150 道题 本课程是一套专门为 IT 专业人士设计的 ITIL 4 事件管理实践的模拟考试题，旨在帮助学员有效通过考试并熟练掌握事件管理实践。课程包含 6 套模拟考试，每套有 150 道题目，旨在全面检验学员对事件管理核心概念、流程、角色、技术支持、合作伙伴及供应商，以及能力模型的理解。 **课程亮点：** * **考试导向：** 提供大量真实考试风格的试题，覆盖所有关键知识点，帮助学员信心十足地应对考试。 * **全面覆盖：** 深入探讨事件管理实践的各个方面，包括： * **核心概念：** 事件、事件模型、重大事件、变通方案、技术债务、任务优先级、优先级划分等。 * **流程：** 事件处理的关键活动、输入输出，以及如何将事件管理集成到价值流中。 * **角色与能力：** 事件经理及其他相关角色的职责，以及事件管理实践在组织架构中的定位。 * **信息与技术：** 工具应用、自动化推荐以及它们如何支持和赋能事件管理。 * **合作伙伴与供应商：** 第三方依赖性以及它们如何支持事件管理实践。 * **能力模型：** 如何利用能力模型评估和发展组织在事件管理方面的能力。 * **成功要素：** 事件管理成功的关键建议及与指导原则的联系。 * **实操性强：** 帮助学员学习如何协调事件处理、监控团队工作、处理多团队协作、提升事件意识、进行事件回顾和改进，以及利用成熟度模型来衡量和发展事件管理能力。 **学习目标：** 完成本课程后，学员将能够： * 熟练掌握 ITIL 4 事件管理的核心理论知识。 * 理解事件管理实践的关键成功因素和计量指标。 * 清晰地界定事件管理中的各种术语和概念。 * 掌握事件管理流程的实际操作方法。 * 明确事件管理相关角色的责任划分。 * 了解技术和工具在事件管理中的应用。 * 评估和提升组织在事件管理方面的能力。 * 为事件管理实践的成功实施提供改进建议。 本课程是希望在事件管理领域获得认证或提升实践技能的 IT 专业人士的理想选择。
Incident Management Practice questions, with 6 Tests with 150 QUESTIONS each to definitively pass in the exam.The Practitioner: Incident Management practice module is for IT professionals who are involved in minimising the negative impact of incidents by restoring normal service operation as quickly as possible.This course will help you to:Coordinate incident handling in the organization or in a specific area, such as territory, product, or technology, depending on the organizational designMonitor and review the work of teams that handle and resolve incidentsCoordinate manual work with incidents, especially those involving multiple teamsEnsure sufficient awareness of the incidents and their status across the organizationConduct regular incident reviews and initiate improvements of the incident management practice, the incident models, and the incident handling proceduresMeasure, assess and develop the Incident Management practice capability in your organisation by using the Maturity Model.20 questionsMultiple choice13 out of 20 marks required to pass (65%)30 minutesClosed book.Incident Management MOCKS will cover the following topics:1. The key concepts of the practice1.1. Explain the purpose of the practice1.2. Describe the practice success factors (PSF) & key metrics of the practice1.3. Explain the key terms/concepts:IncidentIncident ModelMajor IncidentWorkaroundTechnical DebtTask PriorityPrioritisation2. The processes of the practice2.1. Describe inputs and outputs of the processes2.2. Describe the key activities of the processes2.3. Know how to integrate the practice in the organisation's value streams3. The roles and competencies of the practice3.1. Describe the responsibilities of the key roles of the practice:Incident ManagerOther Roles Involved In Incident Management3.2. Know how to position the practice in the organisational structure4. How information and technology support and enable the practice4.1. Explain the tools application4.2. Apply the recommendations on automation5. The role of partners and suppliers in the practice5.1. Explain the dependencies of the practice on third parties5.2. Explain how partners and suppliers can support the practice6. How the capability model can be used to develop the practice6.1. Explain how capability criteria support the practice capability development7. The recommendations for the practice success7.1. Understand the recommendations for incident management success and how they are supported by the guiding principles
