ITILFND Premium Exam Questions

User: A person who uses services; e.g. the company employees.

A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on services

This is one of the most important questions for continual improvement. This question helps to define measurable targets for the IT service provider that will help to reach the vision of the company in the long-term. At this stage, we look at the identified key performance indicators from the previous step and determine what values we want to target for each of these indicators. This decision must be made with the business’s vision in mind, but also with a sense of what is practically possible.