ITIL Introduction

4. "A" in RACI
7. A type of service needed in order to deliver a core service; may or may not be visible to the customer.
9. Every process must have one.
11. A structured set of activities designed to accomplish a specific objective.
12. An organization supplying services to one or more internal or external customers
16. "C" in RACI
17. A set of behaviors or actions performed by a person, team, or group in a specific context.
18. A process is organized around a set of these.
19. The Process ___ is the role responsible for the operational management of a process. (Email answer to Alan Jones by 11am Friday, 5/4)
20. Service ___: a set of specialized organizational capabilities for providing value to customers in the form of services.

1. A team or group of people and the tools they use to carry out one or more processes or activities.
2. ITIL embraces this kind of approach to service management.
3. All people who have an interest in an organization, project, IT service, etc.
5. ITIL Stands for "IT ___ Library"
6. ITIL is a set of books describing ___ ___ in Service Management.
8. "I" in RACI
10. A means of providing value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
13. "R" in RACI
14. A ___ business function is a function of a business process which is critical to the success of the business.
15. Anyone who receives a service of some kind.