By Abhinav Krishna Kaiser
- Gain ITIL fundamentals – the full syllabus designed of the ITIL starting place certification
- Obtain a deep-rooted realizing of ITIL issues and never textbook knowledge
- Prepare for the ITIL origin examination
- Sort out career-related queries and judge no matter if ITIL will relief your career
IT execs from the IT providers are the first audience.
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Additional resources for Become ITIL Foundation Certified in 7 Days: Learning ITIL Made Simple with Real-life Examples
12 Practice Exercises 1. Which of the following is NOT defined as a part of a typical process? Metrics c. 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.
Let’s look at the types of agreements and contracts that are normally used in IT service management. 1 Service-Level Agreement A service-level agreement (SLA) is a formal understanding between the service provider and the customer. It defines the customer’s expectations in terms of the service levels. The document is usually drafted, agreed to, and signed by signatories from both sides of the table. Figure 2-7 illustrates the service-level agreement. 27 Chapter 2 ■ Generic Concepts Figure 2-7.
It is not complete for all permutations and combinations. The AND gate provides a FALSE output whenever any of the inputs are FALSE. Table 2-3. Criteria for a Service Fit Available Enough? Capacity Enough? Continuous Enough? Secure Enough? Fit for Use? TRUE TRUE TRUE TRUE YES TRUE TRUE TRUE FALSE NO TRUE TRUE FALSE TRUE NO TRUE FALSE TRUE TRUE NO FALSE TRUE TRUE TRUE NO In the following illustrations, I provide examples for each criterion that needs to be met for the service to be fit for use. 1 Available Enough?
Become ITIL Foundation Certified in 7 Days: Learning ITIL Made Simple with Real-life Examples by Abhinav Krishna Kaiser