Year: 2021

By using all the guiding principles equally when making any decision By using the most relevant principles to the specific decision By using the focus on value principle among others that are relevant to the specific decision By reviewing each guiding principle to decide how...

Incident management Problem management Change enablement Service-level management Incident management Third-party products and services that are used as components of a service require support agreements which align the obligations of the supplier with the commitments made by the service provider to customers. Management of incidents...

The functionality offered by a service to meet a particular need Assurance that a service will meet agreed requirements The amount of money spent on a specific activity or resource The perceived benefits, usefulness, and importance of something The functionality offered by a service to...

Organizations and people Information and technology Partners and suppliers Value streams and processes Organizations and people The organization and people dimension of a service covers roles and responsibilities, formal organizational structures, culture, and required staffing and competencies, all of which are related to the creation,...

Incidents Problems Events Requests Events An event is any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.

The frequency of the customer’s requests for service delivery The consumer demand for the service The time needed to realistically deliver the service The service levels of the supplier The time needed to realistically deliver the service The expectations of users regarding fulfilment times should...

Organizations and people Information and technology Partners and suppliers Value streams and processes Value streams and processes Value stream is a series of steps an organization undertakes to create and deliver products and services to consumers. Process is a set of interrelated or interacting activities...

Measuring the performance over the first six months and basing a solution on the results Asking customers to provide numerical targets that meet their needs Asking customers open-ended questions to establish their requirements Using operational data to provide detailed service reports Asking customers to provide...

To establish and nurture the links between the organization and its stakeholders To align the organization’s practices and services with changing business needs To set clear business-based targets for service performance To support the agreed quality of a service handling for all agreed, user-initiated service...

Service requests are part of normal service delivery Complaints can be handled as service requests Service requests result from a failure in service Normal changes should be handled as service requests 1 and 2 2 and 3 3 and 4 1 and 4 1 and...