Chapter 5: Management Practices Flashcards
What are the 14 general management practices?
Architecture management
Continual improvement
Information security management
Knowledge management
Measurement and reporting
Organizational change management
Portfolio management
Project management
Relationship management
Risk management
Service financial management
Strategy management
Supplier management
Workforce and talent management
The management practices are subject to what?
The four dimensions of service management.
What is a management practice?
A set of organizational resources designed for performing work or accomplishing an objective.
What was covered in chapters 2 to 5?
Chapter 2: Key concepts of service management
Chapter 3: Four dimensions of service management
Chapter 4: ITIL service chain system
Chapter 5: ITIL management principles
What does an organization aiming to deliver and improve its services faster than others need to consider? (10)
*Agile project management
*Agile financial management
*product-based organizational structure
*adaptive risk management, and audit and compliance management
*flexible architecture management
*specific architecture technology solutions, such as microservices
*complex partner and supplier environments
*continual monitoring of technology innovations and experimenting
*human-centred design
*infrastructure management focused on cloud computing.
What is the purpose of architecture management practice?
The purpose of the architecture management practice is to (A) provide an understanding of all the different elements that make up an organization and (B) how those elements interrelate, (C) enabling the organization to effectively achieve its current and future objectives. It provides the principles, standards, and tools that enable an organization to manage complex change in a structured and Agile way.
A complete architecture management practice should address all architecture domains. Which five architecture types are there?
Business architecture
Service architecture
Information systems architecture, including data and applications architecture
Technology architecture
Environmental architecture
What is business architecture?
The business architecture allows (A) the organization to look at its capabilities in terms of how they align with all the detailed activities required to create value for the organization and its customers. (B) These are then compared with the organization’s strategy and a gap analysis of the target state against current capabilities is performed. (C) Identified gaps between the baseline and target state are prioritized and these capability gaps are addressed incrementally.
What is service architecture?
Service architecture gives the organization (A) a view of all the services it provides, including (B) interactions between the services and service models that describe the (C) structure (how the service components fit together) and (D) the dynamics (activities, flow of resources, and interactions) of each service. A service model can be used as a template or blueprint for multiple services.
What is information systems architecture?
The information architecture describes (A) the logical and physical data assets of the organization and the data management resources. It shows (B) how the information resources are managed and shared for the benefit of the organization.
What is technology architecture?
The technology architecture defines the software and hardware infrastructure needed to support the portfolio of products and services.
What is environmental architecture?
The environmental architecture describes the (A) external factors impacting the organization and the (B) drivers for change, as well as all aspects, types, and levels of environmental control and their management. The environment includes developmental, technological, business, operational, organizational, political, economic, legal, regulatory, ecological, and social influences.
What is the purpose of the continual improvement practice?
The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices.
What is the purpose of the information security management practice?
The purpose of the information security management practice is to (A) protect the information needed by the organization to conduct its business. This includes (B) understanding and (C) managing risks to the (1) confidentiality, (2) integrity, and (3) availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).
Information security management must find a balance between which three activities?
*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.
Many processes and procedures are required to support information security management. Give 7 examples:
*an information security incident management process
*a risk management process
*a control review and audit process
*an identity and access management process
*event management
*procedures for penetration testing, vulnerability scanning, etc.
*procedures for managing information security related changes, such as firewall configuration changes.
What is the purpose of the knowledge management practice?
The purpose of the knowledge management practice is to maintain and improve the (1) effective, (2) efficient, and (3) convenient use of information and knowledge across the organization.
What is the purpose of the measurement and reporting practice?
The purpose of the measurement and reporting practice is to support good decision-making and continual improvement by decreasing the levels of uncertainty.
The measurement and reporting practice includes CSFs and KPIs. How are they connected?
For the set goals, operational critical success factors (CSFs) can be defined. Based on these CSFs, a set of related key performance indicators (KPIs) can then be agreed upon, against which success can be measured.
What are the definitions for CSFs and KPIs?
Critical success factor (CSF) A necessary precondition for the achievement of intended results.
Key performance indicator (KPI) An important metric used to evaluate the success in meeting an objective.
What is ITIL’s recommendation for operational KPIs?
Operational KPIs should ideally be set for teams rather than focusing too closely on individuals. This means that there can be some flexibility in the targets and behaviours allowed by the team as a whole.
What is the purpose of the organizational change management?
The purpose of the organizational change management practice is to ensure that (A) changes in an organization are smoothly and successfully implemented, and that (B) lasting benefits are achieved by managing the human aspects of the changes.
Organizational change management must ensure that the following are established and maintained throughout the change (4)
Clear and relevant objectives
Strong and committed leadership
Willing and prepared participants
Sustained improvement
What are the key activities of effective organizational change management? (7)
Creation of a sense of urgency
Stakeholder management
Sponsor management
Communication
Empowerment
Resistance management
Reinforcement
What is the purpose of the portfolio management practice?
The purpose of the portfolio management practice is to ensure that (A) the organization has the right mix of programmes, projects, products, and services to (B) execute the organization’s strategy (C) within its funding and resource constraints.
Portfolio management encompasses a number of different portfolios. Which?
Product/service portfolio
Project portfolio
Customer portfolio
What is the purpose of the project management practice?
The purpose of the project management practice is to (A) ensure that all projects in the organization are successfully delivered. This is (B) achieved by (1) planning, (2) delegating, (3) monitoring, and (4) maintaining control of all aspects of a project, and keeping the motivation of the people involved.
What is the purpose of the relationship management practice?
The purpose of the relationship management practice is to establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
What is the purpose of the risk management practice?
The purpose of the risk management practice is to ensure that the organization understands and effectively handles risks.
For risk management to be effective, risks need to be? (3)
Identified
Assessed
Treated
Which three principles apply specifically to the risk management practice? (note these are not principles)
Risk is part of business
Risk management must be consisent across the organization
Risk management culture and behaviors are important
ISO standard related to risk
ISO31000:2018
What is the purpose of the service financial management practice?
The purpose of the service financial management practice is to (A) support the organization’s strategies and plans for service management by (B) ensuring that the organization’s financial resources and investments are being used effectively.
What is the service financial management practice responsible for?
(A) Managing the (1) budgeting, (2) costing, (3) accounting, and (4) charging for the activities of an organization, (B) acting as both service provider and service consumer.
What is the purpose of the strategy management practice?
The purpose of the strategy management practice is to formulate the (A) goals of the organization and (B) adopt the courses of action and (C) allocation of resources necessary for achieving those goals.
What is the purpose of supplier management practice?
The purpose of the supplier management practice is to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.
What are activites central to the supplier management practice?
*Creating a single point of visibility and control to ensure consistency
*Maintaining a supplier strategy, policy, and contract management information
*Negotiating and agreeing contracts and arrangements
*Managing relationships and contracts with internal and external suppliers
*Managing supplier performance
There are different types of supplier relationship between an organization and its suppliers. What are these?
Insourcing
Outsourcing
Single source or partnership
Multi-sourcing
The organization should evaluate and select suppliers based on what factors?
Importance and impact
Risk
Costs
What is service integration?
Service integration is responsible for coordinating or orchestrating all the suppliers involved in the development and delivery of products and services.
What are activities of the workforce and talent management practice?
The practice covers a broad set of activities focused on successfully engaging with the organization’s employees and people resources, including planning, recruitment, onboarding, learning and development, performance measurement, and succession planning.
What is the purpose of the workforce and talent management practice?
The purpose of the workforce and talent management practice is to ensure that the organization has the right people with the appropriate skills and knowledge and in the correct roles to support its business objectives. .
What is organizational velocity?
The (A) speed, (B) effectiveness, and (C) efficiency with which an organization operates. Organizational velocity influences time to market, quality, safety, costs, and risks.
What are competencies?
The combination of observable and measurable knowledge, skills, abilities, and attitudes that contribute to enhanced employee performance and ultimately result in organizational success.
What are skills and abilities?
*Skills A developed proficiency or dexterity in thought, verbal communication, or physical action.
*Ability The power or aptitude to perform physical or mental activities related to a profession or trade.
What are knowledge and attitude?
*Knowledge The understanding of facts or information acquired by a person through experience or education; the theoretical or practical understanding of a subject.
*Attitude A set of (1) emotions, (2) beliefs, and (3) behaviours towards a particular (A) object, (B) person, (C) thing, or (D) event.
What are activities of the workforce and talent management practice?
*Workforce planning
*Recruitment
*Performance measurement
*Personal development
*Learning and development
*Mentoring and succession planning
What are the 4 key activities for the relationship management practice?
The relationship management practice includes the (1) identification, (2) analysis, (3) monitoring, and (4) continual improvement of relationships with and between stakeholders.
What is the difference between efficiency and effectiveness?
Efficiency: A measurement of whether the right amount of resources have been used by a practice, service, or activity.
Effectiveness: A measure of whether the objectives of a practice, service, or activity have been achieved.
