Ch 3: Organizations, Service Providers, Service Consumers, And Other Stakeholders Flashcards
In ITIL, ___ are individuals or groups who have an Internet in the activities, output, or outcomes of service management.
Stakeholders
A person or group that has its own functions with responsibilities, authorities, relationships, to achieve its objections
Organization
True/False: Service providers are only internal departments within an organization
False
Who is responsible for ensuring that the organizations overall business strategy is aligned with its IT services strategy?
- Change manager
- IT service manager
- Chief information officer
- Service desk analyst
- Chief Infomation officier (CIO)
Who is responsible for ensuring that the organizations overall business strategy is aligned with its IT services strategy?
- Change manager
- IT service manager
- Chief information officer
- Service desk analyst
- Chief Infomation officier (CIO)
___ is a general role that can be used to simplify the definition and description of the structure of service relationships
Service Consumer
The role that authorizes the budget for service consumption
Sponsor
The role that defines the requirements for a service and task responsibility for the outcomes of a service consumption
Customer
The role that uses a service
User
Stakeholder: Service Provider
Funding provided by the consumer; image improvement; business development
Stakeholder: Service Provider Employees
Financial and non-financial incentives; career and professional development; sense of pride
Stakeholder: Service Consumer
Benefits achieved, cost and risks optimized
Stakeholder: Society and community
Employment; taxes; organizations contribute to the development of the community
Stakeholder: Charity organizations
Financial and non-financial contributions from other organizations
Stakeholder: Shareholders
Financial benefits, such as dividends; sense of assurance and stability
