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 ...
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