Chapter 5 Flashcards
What is the purpose of Service Request Management?
The purpose of the service request management practice is to support the agreed quality of a service by handling all predefined, user-initiated service request in an effective and user-friendly manner. Initiation → Approval → Fulfillment
What is Problem Management?
To reduce the likelihood an impact of incidents by identifying actual and potential causes of incidents and managing workarounds and know errors.
*Problem – A cause or potential cause of one or more incidents.
What is the purpose of Incident Management?
The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
What is the purpose of the Service Desk?
he purpose of the service desk 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.
What is Change Enablement?
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.
What is Release Management?
A release is a version of a service or other configuration item, or a collection of configuration items which is made available for use.
What is Deployment Management?
Sits between Change Enablement and Release Mangement. Four approaches for deployment:
▪ Phased Deployment – done in stages
▪ Continuous Deployment – ongoing deployment process
▪ Big Bang Deployment – all at once
▪ Pull Deployment
What is IT Asset Management?
Any financially valuable component that can contribute to the delivery of an IT product or service.
What is Information Security Management?
The require security is established by means of policies, processes, behaviors, risk management, and controls, which must maintain a balance between:
▪ Prevention – Ensuring that security incidents don’t occur
▪ Detection – Rapidly and reliably detecting incidents that can’t be prevented
▪ Correction – Recovering from incidents after they are detected
What is Supply Management?
▪ 1. Creating a single point of visibility and control to ensure consistency
▪ 2. Negotiating and agreeing contracts and arrangements
▪ 3. Managing relationships and contracts with internal and external suppliers
▪ 4. Managing supplier performance
What is Monitoring and Event Management?
Event – Any change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.
