7 ITIL practices in detail Flashcards
Continual Improvement
Align The organizations practices and services with changing business needs through the ongoing identification and improvement of services, service, components and practices
Change Control
Maximise the number of successful it changes by ensuring that risks have been properly assessed, authorising changes to proceed and managing a schedule
Incident management
Minimise the negative impact of incidents by restoring normal service operation as quickly as possible
Problem Management
Reduce the likelihood and impact of incidents by identifying the actual and potential causes of incidents and managing workarounds and known errors
Service request management
Supports the agreed quality of a service by handling all pre-defined user-initiated service request In an effective and user friendly manner
Service Desk
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 Level Management
To set clear business based targets for service performance so that the delivery of a service can be properly assessed and monitored and managed against these targets