7. Understand 7 ITIL practices Flashcards
The purpose of the _____ practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.
Continual improvement
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?
How do we keep the momentum going?
The continual improvement model
The purpose of the _____ practice is to maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Change enablement
The purpose of the ______ practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident management
The purpose of the _________ practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem management
The purpose of the ______ practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Service request management
The purpose of the _______ practice is 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 desk
The purpose of the _________ practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.
Service level management
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
Service level agreement
