ITIL Intermediate Certification Companion Study Guide

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 ...