IT Service Management Flashcards
1
Q
What is ITIL?
A
It is a service management approach, it stands for Information Technology Infrastructure Library.
2
Q
What is the service life cycle?
A
It contains the 5 stages of the ITIL framework: service strategy, service design, service transition, service operation and continual service improvement.
3
Q
What is a service?
A
A means of delivering value to customers by facilitating outcomes customers want without the ownership of specific costs and risks.
4
Q
What is an IT service?
A
An IT provided service. A combination of IT, people and processes that supports the business processes of one or more customers and has SLA targets.
5
Q
What are examples of stakeholders?
A
Customers, users, suppliers and providers.
