6. ITIL Services (Part 1 - Know The Purpose) Flashcards
Protect business information
Confidentiality, Integrity, Availability
Authentication & Non-repudiation
Balance between:
Prevention, Detection, Correction
Information Security Mgmt
- establish and nurture links
- between Organisation and SHs
- strategic and tactical levels
Relationship Mgmt
- plan and manage the full lifecycle of IT assets
- from Procurement to Retirement
- maintain Asset Register
IT Asset Mgmt
Component that needs to be MANAGED in order to deliver service
Configuration Item
Manage suppliers to ensure seamless delivery of products and services
Supplier Mgmt
- systematically observe
- Pro-active
- record and report changes of state
Monitoring and Event Mgmt
- any change of state
- has significance for the management of a service
- or other configuration item (CI)
- typically recognised through notifications / monitoring tool
Event
Type of event: No Action Needed
Informational Event
Type of event: Close Monitoring Required
Warning
Type of event: Action Needed!
Exception
Make new and changed services and features AVAILABLE for USE
Release Mgmt
Maintain accurate and reliable information about services and CIs (Configuration Item)
(Service) Configuration Mgmt
Move changes / service / service components from one ENVIRONMENT to another.
Possible types:
- Phased approach
- Big Bang approach
Deployment Mgmt
- align the organisation’s practices and services
- with changing business needs
- through the ongoing identification and improvement of services, service components, practices
- data driven
- use CIRs
CONTINUAL IMPROVEMENT
- maximise number of SUCCESSFUL IT changes
- by ensuring: risks are properly assessed,
- authorising changes to proceed
- managing change schedule
- Assign appropriate Change Authorities to differing areas and Types.
CHANGE CONTROL
