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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 35 Service Operation Processes: Request Fulfilment

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  Request fulfilment is discussed in terms of its
    • Purpose
    • Objectives
    • Scope
    • Value
    • Policies
    • Principles and basic concepts
    • Process activities, methods, and techniques
    • Triggers, inputs, outputs, and interfaces
    • Critical success factors and key performance indicators
    • Challenges
    • Risks

 The service operation process we’ll cover in this chapter is request fulfilment. This is the process for handling requests for standard services, equipment, or information. ITIL uses the expression service request to describe ...

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