ITSM Test 2 Review - ITSM Test 2 Review Policy A policy is...

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Policy: A policy is a formal document that describes the overall intentions and direction of a service provider, as expressed by senior management. Goal: Targeted result S pecific M easureable A chievable R elevant T imely Processes and Procedures: Processes provide a 'big picture' view of the work that people do in support of policies Procedures and work instructions underpin processes and describe how to perform a single task Task : is a piece of work assigned to a single individual. Plan: formal, approved document that describes the capabilities and resources needed to achieve a result. Project: is a temporary endeavor undertaken to create a unique product, service, or result. Program: is a group of related projects managed in a coordinated way to obtain benefits that cannot be achieved by managing the projects individually. Program Management: is the process of managing a group of related projects in a coordinated way to achieve the program's strategic goals and benefits. Project Management Office(PMO) : is a group or department that centralizes, coordinates and oversees the management of projects and or programs. An assessment is not an audit - an audit examines evidence to determine compliance with a law, regulation, policy, or standard. ITIL Process Maturity Framework
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This note was uploaded on 03/30/2012 for the course ITSM 000 taught by Professor A during the Spring '12 term at Missouri State University-Springfield.

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ITSM Test 2 Review - ITSM Test 2 Review Policy A policy is...

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