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@ -12,8 +12,7 @@ Inspiration:
kapitel 4 i Practical IT Service Management, 2nd Edition kapitel 4 i Practical IT Service Management, 2nd Edition
(ligger i kataloget Litteratur) (ligger i kataloget Litteratur)
https://www.atlassian.com/it-unplugged/itsm/help-desk- https://www.atlassian.com/it-unplugged/itsm/help-desk-vs-service-desk-vs-itsm
vs-service-desk-vs-itsm
### Opgave B: (adresserer målpindene 3 og 4) ### Opgave B: (adresserer målpindene 3 og 4)
@ -50,7 +49,7 @@ som rutediagram(flow chart).
Inspiration: Inspiration:
https://freshservice.com/it-service-desk-software https://freshservice.com/it-service-desk-software;
særligt afsnittene IT Service Desk Best Practices og Software særligt afsnittene IT Service Desk Best Practices og Software
that Support an IT Service Desk that Support an IT Service Desk
@ -89,17 +88,12 @@ medvirker aktivt/konstruktivt til at få en sag/ticket lukket.
Inspiration: Inspiration:
- https://itsm.tools/service-desk-basics-what-to-do-when-the- - https://itsm.tools/service-desk-basics-what-to-do-when-the-end-user-doesnt-respond/
end-user-doesnt-respond/ - https://www.atlassian.com/itsm/service-request-management
- https://www.atlassian.com/itsm/service-request- - https://medarbejdere.au.dk/institutter/auit/nsp/incident-management-processen/
management - https://www.seriosoft.com/blog/introducing-incident-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/incident-life-cycle
- https://www.seriosoft.com/blog/escalation-incident- - https://www.seriosoft.com/blog/escalation-incident-management?p=94
management?p=94
### Opgave D( vedrører målpindene 7 og 8): ### 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. metoder - dem kan I også med udbytte kigge på.
Inspiration: Inspiration:
- http://www.itilfromexperience.com/Which+problem+manage - http://www.itilfromexperience.com/Which+problem+management+technique+should+we+use
ment+technique+should+we+use - https://web.archive.org/web/20150319060500/
- https://web.archive.org/web/20150319060500/https://ksc - https://kscsma.ksc.nasa.gov/Reliability/Documents/Ganos_comparison_the_Root_Cause_Analysis_Methods.pdf
sma.ksc.nasa.gov/Reliability/Documents/Ganos_compariso
n_the_Root_Cause_Analysis_Methods.pdf
### Opgave H (fremlæggelsesopgaven) ### Opgave H (fremlæggelsesopgaven)