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Federico Pennese
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Decks in this class (31)
Basic definitions
What is a service,
What is an outcome,
Difference between an it service ...
20
cards
Basics concepts
What is the core of service manag...,
Who is a stakeholder,
What is a service provider
15
cards
Process roles
What is a raci authority matrix,
Who is a service owner,
What is a service owner responsib...
13
cards
More Concepts
Why do you need to connect intern...,
Can enabling it service be purchased,
Why service package are so useful
12
cards
Service Components
What is a trigger,
What is a sla,
What s a ola
10
cards
Introduction to service management
What is an organization,
Defiinition of value,
What s the role of an it customer
16
cards
Types of Service Management
Service availability management,
Service continuity management,
Service configuration management
8
cards
Types of management
It asset management,
Relationshionship management,
Supplier management
11
cards
4 Dimensions of Service Management
Definition of information and tec...,
Information and technology,
Partners and suppliers
6
cards
Key concepts
What is a model,
What is organizational culture,
Other meanings of environment
10
cards
ITIL Guiding Principles
What are itil guiding principles,
1 focus on value,
2 start from where you are
10
cards
More Key Concepts
Definition of cost,
Definition of service offering,
Definition of event
20
cards
Key Concepts 2
What does ci stand for,
The role of the sponsor,
Availability
20
cards
Mock Test One
Which guiding principle is most a...,
Which are the main focus of organ...,
Which one s not a main focus for ...
40
cards
ITIL Service Value Chain
Definition of itil service value ...,
Which service value chain activit...,
Service value chain activity plan
11
cards
Service Value System concepts Part I
What is a project,
What is a metric,
What is maintainability
20
cards
Service Value System Key concepts part II
What is service level,
What does devops refer to,
What does calms stand for
10
cards
Mock test Two
What is usually included as part ...,
You are in a quarterly service le...,
The purpose of the ___ practice i...
40
cards
Service Value system key concepts part III
Definition of work instruction,
Definition of procedure,
Definition of operation
10
cards
Service Management basics
Definition of risk,
Definition of failure,
To have utility what a service mu...
10
cards
Mock test three
What is the first step of the gui...,
How does the principle think and ...,
Which is a key consideration for ...
40
cards
ITIL management Practices
What is release management practice,
What is deployment management pra...,
What is software development and ...
10
cards
Some more terms to remember
Iot,
Pestle,
What is partnerships
20
cards
Service relationship concepts
What is service relationship,
What is service relationship mana...,
What is service provision
11
cards
Mock test four
You have been asked to investigat...,
A small start up in san francisco...,
Your company has spent the last 1...
40
cards
Some Measures
What is efficiency,
What is effectiveness,
What is relaibility
10
cards
Distaster concepts
What is a disaster,
What can a disaster cause to an o...,
What is a disaster recovery plan
10
cards
Some more ITIL Management practices
What is architecture management p...,
What is portfolio management prac...,
What is service financial managem...
10
cards
Last concepts Part I
What is configuration,
What is configuration,
What is cms
10
cards
Last ITIL Management Practices
What is continous deployment prac...,
What is knowledge management prac...,
What is organizational change man...
9
cards
Last Mock Test
Which guiding principle recommend...,
Which of the following is a requi...,
Which practice includes the class...
140
cards
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itil 4 foundation
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