7 Itil Practices

Question 1

Continual improvement

Answer 1

What is the vision.
Where are we now
Where do we want to be
How do we get there
Take action
Did we get there

Question 2

Change control

Answer 2

S-Standard- pre approved changes
Normal- assessed monitored managed approved
Emergency- asap problems

Question 3

Incident management

Answer 3

Minimize negative impact of incidents by restoring normal service unplanned interruption of service

Question 4

Problem management

Answer 4

Reduce likelihood and impacts of known errors by identifying actual and potential causes of incidents manages workarounds and known errors

Problem identification>problem control> error control

Question 5

Service request management

Answer 5

Support the agreed quality of a service by handling all predefined user-initiated service request in an effective and user friendly manner

Question 6

Service desk

Answer 6

Capture demand for incident resolution and service request. Single point of contact

Question 7

Service level Management

Answer 7

Sets clear business based targets for service levels and to ensure that deleivered of services is properly assessed monitored and managed against targets