6.1 Flashcards
Recall the purpose of the following ITIL practices:
a) Information security management (5.1.3)
b) Relationship management (5.1.9)
c) Supplier management (5.1.13)
d) IT asset management (5.2.6)
e) Monitoring and event management (5.2.7)
f) Release management (5.2.9)
g) Service configuration management (5.2.11)
h) Deployment management (5.3.1)
i) Continual improvement (5.1.2)
j) Change enablement (5.2.4)
k) Incident management (5.2.5)
l) Problem management (5.2.8)
m) Service request management (5.2.16)
n) Service desk (5.2.14)
o) Service level management (5.2.15)
Information security management practice - The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
Relationship management practice
Relationship management practice - The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
Supplier management practice
Supplier management practice - The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
IT asset management practice
IT asset management practice - The practice of planning and managing the full lifecycle of all IT assets.
Monitoring and event management practice
Monitoring and event management practice - The practice of systematically observing services and service components and recording and reporting selected changes of state identified as events.
Release management practice
Release management practice - The practice of making new and changed services and features available for use.
Service configuration management practice
Service configuration management practice - The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.
Deployment management practice
Deployment management practice - The practice of moving new or changed hardware, software,
documentation, processes, or any other service component to live environments.
Continual improvement practice
Continual improvement practice - The practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
Change Enablement
To maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing a change schedule
Incident management
Incident management - The practice of minimizing the negative impact of incidents by restoring
normal service operation as quickly as possible.
Problem management practice
Problem management practice - The practice of reducing the likelihood and impact of incidents by
identifying actual and potential causes of incidents and managing workarounds and known errors.
Service request management
Service request management practice - The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Service desk practice
Service desk practice - The practice of capturing demand for incident resolution and service
requests.
Service level management practice
Service level management practice - The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
