Service Management Definitions
Über den Vortrag
Der Vortrag „Service Management Definitions“ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Definition of Stakeholders
- Definition of Internal and External Customers and Services
- Types of Services
- Definitions for Service Management
- Definitions of Resources and Capabilities
- The Generic Process Model
- The Process Characteristics
- The Process Governance
- Technology and Architecture in Service Automation
- IT Service Management Definitions: Summary
Quiz zum Vortrag
Which of these is the best definition of a customer?
- Someone who buys goods or services from an IT service provider and agrees the service level targets
- Someone who uses the service on a daily basis
- A third party who provides an element of the service for a service provider
- Someone who manages the delivery of the service and ensures that the service targets are met
Which of these is not a recognised type of service according to ITIL?
- Supplier service
- Core service
- Enabling service
- Enhancing service
Which of these is the best definition of a function?
- A function is a self-contained unit of an organisation with its own resources and capabilities to support an organisation
- A structured set of activities designed to deliver an outcome
- The result of carrying out an activity
- A third party involved in delivering services to an IT provider
A process in ITIL has three distinct sections. Which of these is the correct set of process sections?
- Process controls, Process activities, Process enablers
- Process managers, Process activities, Process practitioners
- Process managers, Process owners, Process procedures
- Process controls, Process resources, Process capabilities
Dozent des Vortrages Service Management Definitions
Helen Morris
Helen Morris, the owner of Henry Gale Associates Ltd. and co-director of Helix Service Management Service Ltd., is an experienced consultant and trainer, with over 20 years of experience in service management, including operational management of service desks, technical support teams, and service level management. She provides quality training and consultancy worldwide, which has helped a number of organizations in both the public and the private sector to achieve best practice implementations. Helen Morris also leads programs to achieve significant improvements in customer satisfaction and service quality. Many of her assignments involve an initial assessment against best practice, recommendations for improvement, and target setting.Kundenrezensionen
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