The lecture ITIL®: Service Management and Stakeholders, Functions, Roles and Processes by IT Training Zone is from the course ITIL® Foundation. It contains the following chapters:
ITIL® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a registered trademark of AXELOS Limited.
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.”
Which of these options is NOT one of the four challenges that shape service management capabilities?
What is defined as “any person who has an interest in an organisation, project, IT service or other area”?
Which stakeholder will normally buy goods or services, and define what they want the service to do?
Which of these statements about internal customers is TRUE?
A process is “a structured set of activities designed to accomplish”…what?
Processes should request feedback and use it to improve their performance. What’s the name for this?
Which of these is an example of a function?
Which of these statements about roles is TRUE?
Which of these is NOT one of the four process characteristics?
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