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

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Chapter 18Service Level Management and Supplier Management

THE FOLLOWING ITIL SERVICE OFFERINGS AND AGREEMENTS EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • images Service level management and supplier management
  • images 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 ...

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