Definition of Key Terms
About the Lecture
The lecture Definition of Key Terms by IT Training Zone is from the course ITIL® Training. It contains the following chapters:
- Introduction
- Policy, process, procedure
- Document, record
- Change and release
Included Quiz Questions
What is being described here?“Normally intangible, can also be delivered to the service provider by a supplier or an internal group”
- A service
- A service level agreement
- An underpinning contract
- A service catalogue
What is being described here?“An organization or part of an organization that manages and delivers a service or services to the customer”
- A service provider
- An outsourcer
- An insourcer
- A third party
What is the difference between documents and records?
- Documents show what should happen, records show what does happen
- Documents are official statements, records are not
- Records show what should happen, documents show what does happen
- Documents are version-controlled, and are required by the standard, records are not
Which of the following is a CORRECT statement about a Service Level Agreements?
- SLAs may be between the service provider and a supplier, an internal group or a customer acting as a supplier
- SLAs always contain the contractual obligations of the service provider
- SLAs should always contain financial penalties
- An SLA is always between a service provider and customers in another legal entity
Which of the following statements about service requirements are correct?
- Service requirements lay out the customer requirements
- Service requirements lay out the service provider requirements
- Service provider requirements should include resource and capability requirements
- Customer service requirements should include resource and capability requirements
Author of lecture Definition of Key Terms
IT Training Zone
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