Chapter 18Service Level Management and Supplier Management
THE FOLLOWING ITIL SERVICE OFFERINGS AND AGREEMENTS EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:
Service level management and supplier management
Each process is discussed in terms of
- Purpose
- Objectives
- Scope
- Value
- Policies
- Principles and basic concepts
- Process activities, methods, and techniques
- Triggers, inputs, outputs, and interfaces
- Information management
- Roles and responsibilities
- Critical success factors and key performance indicators
- Challenges
- Risks
This chapter covers ...
Get ITIL Intermediate Certification Companion Study Guide now with the O’Reilly learning platform.
O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.