Definition of Key Terms
Über den Vortrag
Der Vortrag „Definition of Key Terms“ von IT Training Zone ist Bestandteil des Kurses „ITIL® Service Management according to ISO/IEC 20000“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- Introduction
- Policy, process, procedure
- Document, record
- Change and release
Quiz zum Vortrag
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
Dozent des Vortrages Definition of Key Terms
IT Training Zone
IT Training Zone is a privately owned company which concentrates on the global delivery of fully accredited online ITIL training. They offer precisely managed course production and delivery and provide flexible, anytime / anyplace access to accredited courseware - backed by knowledgeable and friendly ITIL Expert tutors and support staff.Kundenrezensionen
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