From a1f042fd7e28e3c3254bdca7ffe386d0886172eb Mon Sep 17 00:00:00 2001 From: Simon Date: Tue, 14 Feb 2023 09:03:09 +0100 Subject: [PATCH] update readme --- README.md | 28 ++++++++++------------------ 1 file changed, 10 insertions(+), 18 deletions(-) diff --git a/README.md b/README.md index 3b9d920..989aa33 100644 --- a/README.md +++ b/README.md @@ -12,8 +12,7 @@ Inspiration: kapitel 4 i Practical IT Service Management, 2nd Edition (ligger i kataloget Litteratur) -https://www.atlassian.com/it-unplugged/itsm/help-desk- -vs-service-desk-vs-itsm +https://www.atlassian.com/it-unplugged/itsm/help-desk-vs-service-desk-vs-itsm ### Opgave B: (adresserer målpindene 3 og 4) @@ -50,7 +49,7 @@ som rutediagram(flow chart). Inspiration: -https://freshservice.com/it-service-desk-software +https://freshservice.com/it-service-desk-software; særligt afsnittene IT Service Desk Best Practices og Software that Support an IT Service Desk @@ -89,17 +88,12 @@ medvirker aktivt/konstruktivt til at få en sag/ticket lukket. Inspiration: -- https://itsm.tools/service-desk-basics-what-to-do-when-the- -end-user-doesnt-respond/ -- https://www.atlassian.com/itsm/service-request- -management -- https://medarbejdere.au.dk/institutter/auit/nsp/incident- -management-processen/ -- https://www.seriosoft.com/blog/introducing-incident- -management +- https://itsm.tools/service-desk-basics-what-to-do-when-the-end-user-doesnt-respond/ +- https://www.atlassian.com/itsm/service-request-management +- https://medarbejdere.au.dk/institutter/auit/nsp/incident-management-processen/ +- https://www.seriosoft.com/blog/introducing-incident-management - https://www.seriosoft.com/blog/incident-life-cycle -- https://www.seriosoft.com/blog/escalation-incident- -management?p=94 +- https://www.seriosoft.com/blog/escalation-incident-management?p=94 ### Opgave D( vedrører målpindene 7 og 8): @@ -157,11 +151,9 @@ I nedenstående inspirationslink er der omtalt endnu flere metoder - dem kan I også med udbytte kigge på. Inspiration: -- http://www.itilfromexperience.com/Which+problem+manage -ment+technique+should+we+use -- https://web.archive.org/web/20150319060500/https://ksc -sma.ksc.nasa.gov/Reliability/Documents/Ganos_compariso -n_the_Root_Cause_Analysis_Methods.pdf +- http://www.itilfromexperience.com/Which+problem+management+technique+should+we+use +- https://web.archive.org/web/20150319060500/ +- https://kscsma.ksc.nasa.gov/Reliability/Documents/Ganos_comparison_the_Root_Cause_Analysis_Methods.pdf ### Opgave H (fremlæggelsesopgaven)