15 foundational practices

Question 1

Information security management

Answer 1

protect the info needed by the organization to conduct its business
(Managing risk to CIA triad)

Question 2

Relationship management:

Answer 2

Establish + nurture the links between the organization and its stakeholders (Nurture link- to identify, analyze, mentor, and improve relationship with stakeholders)

Question 3

Supplier Management:

Answer 3

Ensure the Organization suppliers & their performances are managed appropriately. Thus support an efficient and seamless provision of services

Question 4

IT Asset Management:

Answer 4

Plan and manage the full lifecycle of all IT assets

Question 5

Monitoring and Event management:

Answer 5

Systematically observing systems and system components (monitoring : reporting) Event management: reporting changes that have been deemed significant

Question 6

Release management:

Answer 6

Make new or changed services available for use

Question 7

Deployment management:

Answer 7

Moving hardware, software, documentation, and processes to a new, usually live, environment

Question 8

Service configuration management:

Answer 8

Ensures that accurate and reliable information about the configuration of services and the CIs (configuration items) that support are available when needed

Question 9

Continual Improvement:

Answer 9

Align the organization practices and services with changing business needs through ongoing identification and improvement services, service components, practices, or any element involved in the efficient and effective management of products and services.

Question 10

Change enablement:

Answer 10

Maximize the number of successful IT changes. Ensure risks are properly assessed, authorization changes to proceed, and managing a changed schedule.

Question 11

Change, how many and what are they

Answer 11

addition or removal of anything that impacts services
3 types: Standard, normal, emergency

Question 12

Incident management:

Answer 12

minimize the negative impact of interruptions of service by restoring business operations ASAP

Question 13

Problem management:

Answer 13

Reduce the likelihood of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors

Question 14

Phases of problem management

Answer 14

1. Problem ID 2. Problem Control 3. Error Control

Question 15

Service request management:

Answer 15

Support the agreed upon quality of a service by handling all predefined user initiated service requests in a user-friendly manner.

Question 16

Service desk:

Answer 16

capture demand for incident resolution and service requests The entry point and/or Single point of contact for service provider with all of its users

Question 17

Service level management:

Answer 17

Set clear business based targets for performance of a service.
Properly asses, monitor and manage services