1
A comprehensive list of services, including priorities of the business and corresponding SLAs.
2
Any event that is not part of the standard operation of a service and causes, or may cause, an interruption to, or a reduction in, the quality of service.
3
The undiagnosed root cause of one or more incidents.
4
Best Practice - ________ Activities or Processes that have been successfully used by multiple Organisations. ITIL is an example of Best Practice.
5
Service desk. A function that provides the vital day-to-day contact ______ between customers, users, IT services, and third-party organizations.
6
Key Performance Indicator A Metric that is used to help manage a process, service or activity.
7
The ITIL Continual Service Improvement (____) process uses methods from quality management in order to learn from past successes and failures.
8
A written agreement documenting the required levels of service
