ITIL Management Practices Flashcards
Information Security Management
Code of Conduct policies and practices to protect information. Prevention, Detection and Correction.
Relationship Management
Establish and nurture the links between the organisation and its stakeholders at strategic and tactical levels.
Supplier Management
Ensure that organisations suppliers and their performance are managed appropriately to support the seamless provision of quality products and services.
IT Asset Management
Allows the organisation to be aware of its assets, including their value and in co-ordination with other management practices ensures assets are used optimally.
Monitoring and Event Management
Observe services and service components, record and report selected changes of state identified as events.
Release Management
Make new and changed services and features available for use.
Service Configuration Management
Ensure that accurate and reliable information about the configuration of services and CI’s that support them, are available when and where needed.
Deployment Management
Transfer new or changed software, hardware, processes, documentation, or any other component to live environments.
Continual Improvement
Align the organisations practices and services with changing business needs through ongoing identification and improvement of service, services components, practices or any element involved in managing products or services.
Change Control
This practice is used to assess risks, sign off on changes to services and create a change plan or schedule.
Incident Management
Minimise the negative impact of unplanned interruptions by restoring normal service operation as quickly as possible.
Problem Management
Diminish the occurrence and severity and service incidents by deducing the root causes and either mitigating or fixing.
Service Request Management
Support the agreed quality of service by handling all predefined, user-initiated service requests in an effective and user friendly way.
Service Desk
Capture the demand for incident resolution and service requests. It should be the entry point and single point of contact for the services provider and all its users.
Service Level Management
Create targets for service performance so that the services effectiveness can be monitored and potentially improved. Useful, measurable and clear.
