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Chapter 1 ■ Service Management as a Practice Function A Function B Function C Function D Process X Process Y Process Z Figure 1-3. Intersect between processes and functions 1.12 Practice Exercises 1. Which of the following is NOT defined as a part of a typical process? a. Inputs b. Metrics c. Work instructions d. Tools 2. ITIL is developed based on: a. Proprietary knowledge b. Best practices c. Existing standards d. Customer requirements 3. Who is an internal customer? a. Teams within the customer organization b. Separate organization c. Same organization as the service provider d. Supplier organization 14
Chapter 1 ■ Service Management as a Practice 4. What does an IT service offer customers? a. Value and out<strong>com</strong>es b. Contracts and agreements c. Customer service and technology d. Processes and functions 5. Which of the following is NOT a characteristic of a process? a. Processes deliver specific results b. Processes are measurable c. Processes are prescriptive d. Processes serve customers 1.13 Summary In this chapter you were introduced to the exciting world of ITIL, its importance, its history, and the IT service management industry. I introduced the concept of an IT service, which is the fulcrum on which ITIL runs its processes. I also presented the various stakeholders that you can expect to find in an ITIL environment. Lastly, I discussed processes and functions. I will delve deeper into the individual processes from Chapters 4 onward. Functions are discussed in detail in Chapter 7. In the next chapter, you will be introduced to the concepts that are an integral part of the ITIL environment. 15
Page 1 and 2: Become ITIL Foundation Certified in
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Page 5 and 6: Contents at a Glance About the Auth
Page 7 and 8: ■ Contents 1.8 Internal and Exter
Page 9 and 10: ■ Contents ■Chapter ■ 4: Serv
Page 11 and 12: ■ Contents 6.4 Service Transition
Page 13 and 14: ■ Contents ■Chapter ■ 9: ITIL
Page 15 and 16: About the Technical Reviewer Sumit
Page 17 and 18: Preface When my first book, Communi
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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Chapter 6 ■ Service Transition Cr
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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6.5 Practice Exercises 1. Which of
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Chapter 6 ■ Service Transition 10
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Chapter 8 ■ Continual Service Imp
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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