6. Know the prupose and key terms of the 15 ITIL practices Flashcards
Relationship Management
establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels. This includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders
Supplier Management
ensures that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure
Monitoring and Event Management
- systematically observes services and service components
- Records and reports selected changes of state identified as events
- Identifies and prioritizes infrastructure, services, business processes, and information security events
- Establish the appropriate response to those events, including to conditions that could lead to potential faults or incidents
IT Asset Management
- Plans and manages the full life cycle of all IT assets, to help the organization:
– Maximize value for stakeholders
– Controls costs
– manage risks
– Supports decision making about purchases, reuse, retirement, and disposal of assets
– Meets regulatory and contractual requirements
Deployment Management
moves new/changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging.
Release Management
Make new and changed services and features available for use
Release - A version of a service or other configuration item, or a collection of configuration items, that is made available for use
such as having to pay for heated seats even if the car comes with heated seats
Information Security Management
Protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication and non-repudiation (ensuring that someone can’t deny that they took an action)
Prevention - Ensuring that security incidents don’t occur
Detection - Rapidly and reliably detecting incidents that can’t be prevented
Correction - Recovering from incidents after they are detected
Service Configuration Management
Ensures that accurate and reliable information about the configuration of services - and the CIs that support them - is available when and where it’s needed. This includes information on how CIs are configured and the relationship between them.
