Employee Service

Question 1

Change Management:

Answer 1

The process of tracking and managing a change throughout its entire life cycle, from start to close, with the aim of minimizing risk.

Question 2

Configuration Management Database (CMDB)

Answer 2

This is an ITIL term for a database used by an organization to store information about hardware & software assets. CMDBs are used to store info on the state of assets & the relationship between assets.

Question 3

HR Service Management (HRSM)

Answer 3

The process and technologies through which an HR team offers services to and interacts with employees.

Question 4

IT Asset Management (ITAM)

Answer 4

The process of tracking an organization’s assets (e.g. hardware, software) throughout its lifecycle.

Question 5

IT Help Desk

Answer 5

IT Help Desks can be thought of as a subset of IT Service Desks. These are typically simpler operations limited to incident management or break-fix processes

Question 6

IT Service Desk

Answer 6

IT Service Desks go beyond fixing what is broken to offer proactive service to internal customers and responding to requests for information.

Question 7

IT Service Management (ITSM)

Answer 7

The term used to describe how IT teams manage the end-to-end delivery of IT services to its (internal) customers. The guiding principle of ITSM is that IT should be delivered as a service.

Question 8

ITIL

Answer 8

Information Technology Infrastructure Library (ITIL) is a framework of best practices for delivering IT services. ITSM solutions that are “ITIL compliant” fit within this framework.

Question 9

Incident Management

Answer 9

The practice of restoring services as quickly as possible after an incident. Also synonymous with “break-fix” solutions.