11. Understanding the 7 ITIL Practices Flashcards
The practice of ensuring risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes
Change enablement
The practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services
Continual improvement
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible
Incident Management
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Problem management
The point of communication between the service provider and all of its users
Service Desk
The practice of setting clear business-based targets of service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets
Service level management
The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Service request management
