ITIL®: Service Management and Stakeholders, Functions, Roles and Processes
About the Lecture
The lecture ITIL®: Service Management and Stakeholders, Functions, Roles and Processes by IT Training Zone is from the course ITIL® Exam Preparation. It contains the following chapters:
- Service Management
- Professional Practice
- IT Service Management
- Key Concept - Stakeholder
- Functions, Rolls and Processes
- The Process Model
- Process Characteristics
ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a registered trademark of AXELOS Limited.
Included Quiz Questions
What’s the missing word from this definition of service management? “A set of specialised organisational ______ for delivering value to customers in the form of services.”
- Capabilities
- Resources
- Assets
- Services
Which of these options is NOT one of the four challenges that shape service management capabilities?
- Technology costs are reducing
- Perishable nature of service output
- Demand is tightly coupled to customer assets
- Close contact between service provider and consumer
What is defined as “any person who has an interest in an organisation, project, IT service or other area”?
- Stakeholder
- Manager
- IT service provider
- Service owner
Which stakeholder will normally buy goods or services, and define what they want the service to do?
- Customer
- User
- Supplier
- Service provider
Which of these statements about internal customers is TRUE?
- They share objectives with their service provider as they are part of the same organisation
- They have little involvement with Service Design
- They have little involvement with improvement
- Their service provider tries to make a profit from them
A process is “a structured set of activities designed to accomplish”…what?
- A specific objective
- Value
- Return on investment
- Customer satisfaction
Processes should request feedback and use it to improve their performance. What’s the name for this?
- Closed loop system
- Open loop system
- Continual process improvement
- IT service management
Which of these is an example of a function?
- Service desk
- Service owner
- Process owner
- Process manager
Which of these statements about roles is TRUE?
- One person can carry out multiple roles
- A person can only carry out one role
- A team can only carry out one role
- Roles should not be defined in processes
Which of these is NOT one of the four process characteristics?
- Is timely
- Responds to triggers
- Deliver results
- Delivers value to a customer or stakeholder
Author of lecture ITIL®: Service Management and Stakeholders, Functions, Roles and Processes
IT Training Zone
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