7. Understand 7 ITIL practices Flashcards
Continual Improvement
Ongoing improvement of products, services, and practices, or any element involved in management of products and services
Continual Improvement Model
- Provides approach for continual improvement
- Applies to SVS in its entirety
- Supports iterative approach
- Improvement efforts linked to organization’s vision
Steps:
- 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
Incident Management
Minimize negative impact of incidents by restoring normal service operation as quickly as possible
Typically involved the Engage and Deliver and Support aspects of the business as the customer may go to their sales rep then be redirected to support to have their issue resolved.
Change Control
maximizes number of successful service and product changes by ensuring risks are properly assessed, authorizing changes to proceed, and managing change schedule.
This will mainly involve:
- Obtain/Build - if it is a hardware change they would have to order that hardware
- Design and transition - whenever the hardware that they use to develop changes or updates
- Deliver and support - they would install the equipment or software changes and support them
- Improve - most likely a change will happen because improve is implementing it
Types of Change Control: Standard
- Pre-authorized
- Implement without additional authorization
Types of Change Control: Normal
- Authorization based on change type
- Scheduled, resources scheduled to implement / support change
- Can be a major change, typically pre-tested internally
Types of Change Control: Emergency
- Expedited assessment and authority
- May be separate change authority
Problem Management
Reduce likelihood and impact of incidents by identifying actual and potential causes of incidents, manages workarounds and known errors
affects:
- Improve - They will look at this in the big picture to prevent the problem from happening again
- Deliver and Support - They are dealing with incidents and when they deal with a lot of the same incident it gets grouped into a problem
- Engage - customers go to sales reps
Types of Change Control: Service Desk
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
Affects:
- Engage - talks with customer as issue is being resolved
- Deliver and Support - manages incidents
- Design and transition - make the required fixes
- Improve - takes information and looks to improve the process
Types of Change Control: Service Request Management
Support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
Looks and sees if a request fits within the organization’s SLA
Affects:
- Improve -
- Engage - Facing the customer
- Deliver and Support - fixing the issue
Service Catalogue
Structured information about all the services and service offerings of a service provider, relevant for a specific target audience
Service Level Management
Sets clear business-based targets for service levels, and to ensure that delivery of service is properly assessed, monitored, and managed against these targets
Affects:
- Plan - support service offerings to decide what to sell
- Engage - they get the feedback to see if we fit the SLA
Service Level Agreement
A document agreement between a service provider and a customer that identifies both services required and the expected level of service
