6.1 Recall the purpose of the following ITIL practices Flashcards
Continual Improvement
Align
Develop improvement-related methods and techniques
Continual improvement culture across the organization
SWAT Analysis: Description of conditions
Continual Improvement Register (CIR): A structured document that is used to track and manage improvement opportunities
THERE SHOULD AT LEAST BE A SMALL TEAM DEDICATED TO LEADING CONTINUAL IMPROVEMENT EFFORTS
There are many methods that can be used for improvement initiatives and you should not use too many.
It should be based on accurate and carefully analysed data
Service Level Management
Establishes a shared view of success
Set clear business based targets for service Performance so that the delivery of a service can be properly:
- Assessed
- Monitored
- Managed
SLA: Agreement between a provider and a customer
One the SLA is agreed upon, it is an agreement the provider must uphold to consumers
Measurements and Metrics are important
Metric: A measurement or calculation that is monitored or reported for management and improvement
Change Control
A request to authorize a change that could have an effect in a service
Practice that maximizes the number of successful IT changes
- Change Authority* - Person or group who authorizes a change.
- Change* - Addition, modification, removal of anything that could have a direct or indirect effect on services.
Standard Change
Normal Change
Emergency Change
Change schedule is used to plan changes, assist in communication.
Incident Management
Minimize the interruptions of incidents.
Every incident should be logged or managed.
Incident - Unplanned interruption to a service, or reduction in the quality of service.
Resources are allocated based on impact of the incident
SWARMING - Multiple stakeholders working together.
DETAILED PROCEDURES FOR THE DIAGNOSIS OF INCIDENTS ARE NOT INCLUDED
In charge of disaster recovers in extreme cases
Service Request Management
Support the agreed quality of a service by handling all pre-defined service requests.
Pre-defined and pre-agreed
Usually handles Standard Changes
Service Desk
Capturing demand for incident resolution and service request
Single point of communication between providers and users
Soft skill are important / CS skills / Tech skill tertiary /
Soft skills / Technical skills / long term retention of this talent.
Pg. 100
With increased automation there is a greater ability to focus on customer experience
Release Management
Release - To users
The purpose of the Release Management is to make new and changed services and features available for use
Deployment Management
Deploy - To environments
Move new things to our live environment. Deploy to environments.
The purpose of the release management practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments
Problem Management
Underlying Root Cause
Manage work around and known errors
Helps define
Problem Identificatiom -> Problem Control -> Error Control
Root cause analysis (RCA)
Workaround The error stays in known error state.
Error Control: Includes the identification of potential permanent solutions
Send an RFC to Change Control
Relationship Management
Nuture. Advocate
Forster and maintain positive relationships with and between stakeholders in order to facilitate value
Information Security Management
Protect the information and data/services/assets
Security interacts with every other ITIL practice
Very dependent on the behavior of other people
Supplier Management
Supplier Management practice is to ensure that the organization’s suppliers and their performance are managed appropriately to support the seamless provision of quality products and services
Service Configuration Management
Accurate information about CI (configuration item) CI’s are a subset of Assets
CI More important than Asset
Rises above Assets , becomes a part of the Service Configuration Management
How those CI’s are related to one another. Relationships between CI’s
IT Asset Management
Plan and manage the full life cycle of all IT assets
Monitoring Event Management
- Event* Any change of stat that has significance for the management of an IT serice or other configuration item (CI).
- Something happened- -> Event
Detect what happened
Make sense of what happened
Trigger the appropriate action
