6. Know the purpose and key terms of 15 ITIL practices 6.1 Recall the purpose of the following ITIL practices: Flashcards
a) Information security management
to protect the information needed by the organization to conduct its business.
o Includes understanding and managing risks to:
▪ Confidentiality
▪ Integrity
▪ Availability
▪ Authentication
▪ Non-repudiation
b) Relationship management
to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
c) Supplier management
to ensure the organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products, services and components.
o This can include creating closes, more collaborative relationships with key suppliers to uncover and realize new value and reduce risk of failure.
d) IT asset management
o The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets, to help the organization
▪ Maximize value
▪ Control costs
▪ Manage risks
▪ Support decision-making about purchase, reuse and retirement of assets
▪ Meet regulatory and contractual requirements
o An IT asset is any valuable component that can contribute to delivery of an IT product or service
e) Monitoring and event management
o The purpose of the monitoring and event management practice is to systematically observe a service or service component, and record and report selected changes of state identified as events.
o This practice identifies and prioritizes infrastructure, services, business processes and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.
o An event is any change of state that has significance for the management of a configuration item (CI) or IT service.
f) Release management
to make new and changed services and features available for use.
g) Service configuration management
o The purpose of service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the Cis that support them, is available when and where it is needed.
o A configuration item (CI) is any component that needs to be managed in order to deliver an IT service.
h) Deployment management
to move new or 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.
i) Continual improvement
to align the organization’s practices and services with changing business needs through the ongoing
identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services
j) Change enablement
to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
k) Incident management
The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
l) Problem management
to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
m) Service request management
to support the agreed quality of a service by handling all agreed user-initiated service requests in an
effective and user-friendly manner.
n) Service desk
to capture demand for incident resolution and service requests. It should also be the entry point/single point of contact for the service provider with all of its users.
o) Service level management
to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.
