ITIL – ITIL Foundation (syllabus 2011)

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  A secure location where definitive hardware spares are held

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  A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected

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  A database that contains definitions of all media CIs

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  A secure library where definitive authorized versions of all software and back-ups are stored and protected
  

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  How quickly a service or component can be restored to normal working order

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  How long a service or component can perform its agreed function without failure

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  The ability of a third-party supplier to meet the terms of its contract

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  The part of the business process that is critical to providing the service
  

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  Strategic service

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  Delivered service

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  Internal service

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  External service