1: Service Management As A Practice Flashcards
ITIL focuses on the ___, ___, and ____ needed to support IT in business
The goal of ITIL is to deliver ___ that support the ___ of the business by delivering ___ to organization
Organizations use ____ to ensure they are using the best techniques and to benchmark themselves
Best practice approaches
Best practice approaches must enable IT service providers to meet the needs of the ___ while remaining ___ and within the ___
A best practices approach for delivering IT services and IT service management
Organizations need to ___ themselves to peers to remain competitive and gain a ___
Services facilitate desired outcomes by enhancing the ___ of ___ and reducing the effects of ___
Services are a means of delivering ___ to customers.
The acronym ITIL stands for ___?
Information Technology Infrastructure Library
What are the 3 sources of service management best practices?
- Proprietary knowledge/internal experience
- Standards/industry practice
- Training/academic research
A source of service management best practices, that is the knowledge held by an individual, specific to an organization, and often undocumented
Proprietary knowledge/internal experience
A source of service management best practices, that is the knowledge that is common in the industry, vetted, and documented
The result of carrying out an activity, following a process, or delivering a service
Define: IT Service
A service provided by an IT service provider
What are the 3 types of service?
- Core services
- Enabling services
- Enhancing Services
Type of service that delivers the basic outcome required by the customer
Type of services that are needed to ensure the core services can be delivered successfully