6. Purpose and key terms of 15 ITIL practices Flashcards
The purpose of the ______ practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.
continual improvement
The purpose of the _________ practice is to 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 (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).
information security management
The purpose of the ____ practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.
relationship management
The purpose of the _____ practice is to ensure 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.
supplier management
The purpose of the ______ 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, re-use, retirement, and disposal of assets
*meet regulatory and contractual requirements.
IT asset management
The purpose of the ______practice is to systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritizes infrastructure, services, business processes, and information security events; it also establishes the appropriate response to those events, and conditions that indicate potential faults or incidents.
monitoring and event management
The purpose of the ______ practice is to make new and changed services and features available for use.
release management
The purpose of the ______ 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. This includes information on how CIs are configured and the relationships between them.
service configuration management
The purpose of the _________ practice is 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.
deployment management
The purpose of the _____ practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.
continual improvement
The purpose of the _____ practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
change enablement
The purpose of the ______ practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
incident management
The purpose of the ______ practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
problem management
The purpose of the ______ practice is to support 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
The purpose of the ______ practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
service desk
