7). ITIL Practices Flashcards
Practice
set of resources for performing work
- Subject to the four dimensions of service management
Information Security Management
Protect the Information needed by the organisation to conduct its business
Relationship Management
Establish and nurture the links between the org and its stakeholders at strategic and tactical levels.
Includes
- identification
- analysis
- monitoring
- continual improvement
of relationships with and between stakeholders
Supplier Management
Ensure the organisations suppliers and their performances are managed appropriately to support the SEAMLESS provision of quality products and services
Continual improvement
align practices with changing business needs through ongoing identification and improvement of services
Monitoring and Event Management
Systemically observe services and service components, and record and report selected changes of state identified as events.
Events may be classed as:
- Informational
- Warnings
- Exception
Service desk
Place a user should go anytime they need something. The single point of contact between a user and a service (Developers, support etc.)
Incident
An unplanned interruption to a service or reduction in quality
Event
Any change of state that has significance for the management of a service or other config item
Problem
A Cause of one or more incidents
Known Error
A Problem that has been analysed but not resolved
Change
the modification or removal of anything that could have a direct or indirect effect on services
Types of Change
Standard: Pre-defined, low risk, pre-authorized
Normal: need to be assessed authorised, and scheduled
Emergency: a change that must be introduced asap
Incident Management
- ALL incidents Logged
- Prioritise
- Categorise
- Escalate
- Resolve and Close
- Manage
- collaboration can be essential
Service Request Management
a request from a user or user’s authorised representative that initiates a service action that has been agree as a a normal part of service delivery
Service Level Management
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
IT asset
any valuable component that can contribute to the delivery of an it product or service
Config Item
Any component that needs to be managed in order to deliver an IT Service
Release Management
Release: A version of a service
Release Schedule: used to document the timing for releases
Deployment Management
Move new or changed hardware, software, documentation processes, or any other component to live environments.
