ITIL: MANAGEMENT PRACTICES OVERVIEW

Question 1

is a set of organizational resources designed to perform work or accomplishing on objective

Answer 1

Practice

Question 2

-supports multiple service value activities
-includes resources based on the 4 dimensions of service management

Answer 2

each practice

Question 3

General Management Practices
Service Management Practices
Technical Management Practices
-used to be processes in ITIL v2 and v3
-now more general called practices
-use as plug-ins for activities in the value chain.

Answer 3

The ITIL 4 Practices

Question 4

-have been adopted/adapted for service management from general business management domains

Answer 4

General Management Practices

Question 5

-have been developed in service management and ITSM industries

Answer 5

Service Management Practices

Question 6

-to maximize number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.

Answer 6

Change Control

Question 7

is the addition, modification or removal of anything that could have a direct or indirect effect on services.

Answer 7

change

Question 8

(change control)
-pre-authorized
- implement without additional authorization

Answer 8

standard

Question 9

(change control)
-authorization on based on change type
-low-risk, someone who can make rapid decisions,
-very major, could be as highas management board

Answer 9

normal

Question 10

(change control)
-expedited assessment and authorization
-may be separate change authority

Answer 10

emergency

Question 11

(change control authorization)
-person or group who authorizes a change,
-assigned to a type of change to ensure efficient/effective change control.
-decentralized in high-velocity organizations (perr-review)

Answer 11

change authority

Question 12

(change control authorization)
-used to help plan changes, assist in communication, avoid conflicts and assign resources.

Answer 12

change schedule

Question 13

-to minimize negative impact of incidents by restoring normal service operation as quickly as possible

Answer 13

incident management

Question 14

-is an unplanned interruption to a service or reduction in quality of a service
-may be escalated to a support team

Answer 14

incident

Question 15

incidents should be

Answer 15

-logged
-managed to meet target resolution times
-prioritized

Question 16

(problem management)
-incidents based on different impact
-major incidents
-information security incidents

Answer 16

design an incident practice for different types of incident

Question 17

(incident management)
-based on agreed classification
-ensure hughes impact is resolved first

Answer 17

prioritize incidents

Question 18

(incident management)
-link to configuration item, cnagesm problems, known errors, etc
-provide matching to other incidents, problems or known errors

Answer 18

use robust tool to log & manage incidents

Question 19

(incident management)
-can provide (automated) links to related CIS, changes, problems known errors and other knowledge.
-can provide intelligents analysis of incident data to help with future incidents.

Answer 19

tools

Question 20

(incident management)
get time stamped and are regularly updated with symptoms, business impacts and CIS involved

Answer 20

incidents records

Question 21

(incident management)
-helps people working together on an incidents

Answer 21

collaboration tool

Question 22

-to reduce likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors

Answer 22

problem management

Question 23

(problem management)
a cause or potential potential causes, of one or more incidents

Answer 23

problem

Question 24

(problem management)
-that has been analyzed but has been resolved

Answer 24

known error problem

Question 25

(problem management) -reduces/eliminates impact of incident or problem for which full resolution is not yet available, some workarounds reduce incident likelihood.

Answer 25

workaround solution

Question 26

(phases of problem management) -identify and log problems -trend analysis -recurring incidents -suppliers/partners information

Answer 26

problem identification

Question 27

(phases of problem management) -prioritize and managed based on risks -examine causes -document workarounds & known errors -analyze from perspective of 4 dimensions

Answer 27

Problem control

Question 28

(phases of problem management) -manage known errors -identify potential permanent solutions -justify request for change (RFC) -re-assesses status of known errors -improve workarounds

Answer 28

problem closure

Question 29

(phases of problem management) -continual improvement -incident management -risk management -knowledge management -change control

Answer 29

problem management interfaces

Question 30

-to capture demand for incident resolution and services requests. -also single point of contact (SPOC) between service provider. -became a vital part of any service operation.

Answer 30

Service desk

Question 31

(service desk) -more support for people and business rather than simply technical issues. -various matters arranged, explained, and coordinated, rather than, just to get broken technology fixed.

Answer 31

effect of increased automation and virtualization

Question 32

(service desk) -phone calls -service portals and mobile application -text and social media messaging -live chat and chatbots -public and corporate discussion forms -email -walk-in service desks

Answer 32

service desk access channels

Question 33

(service desk) -solutions are often cloud-based . -intelligent telephony systems -workflow systems -workforce management systems -dashboard & monitoring tools -knowledge base -call recording & quality control -remote access tools -configuration management systems

Answer 33

supporting technologies for a centralized service desk

Question 34

(service desk) -allows agents to work from multiple locations. -requires more sophiscated supporting technology.

Answer 34

virtual service desk

Question 35

(service desk) -effective communication -excellent customer service skills -empathy -emotional intelligence -understand business priority -incident analysis and prioritization

Answer 35

service desk skills

Question 36

-to set clear business-based targets for service performance, so that delivery of a service can be properly assessed, monitored, and managed against these targets.

Answer 36

service level management

Question 37

(service level management) -a documented agreement between service provider and customer that identifies services required and expected level of service.

Answer 37

service level agreement

Question 38

(service level management) -related to a defined service -should relate to defined outcomes, not just operated metrics. -should reflect an agreement between the service and the service consumer. -must be simply written and easy to understand for all parties

Answer 38

key requiement for a successful SLA

Question 39

(service level management-information sources) -inital listening -discovery and information capture -measurement and ongoing process discussions -asking simple open-ended questions

Answer 39

customer engagement

Question 40

(service level management-information sources) -surveys -key business measures -operational metrics -business metrics

Answer 40

customer feedback

Question 41

(service level management-information sources) -business analysis -relationship management -business liaison -supplier management

Answer 41

skills & competencies

Question 42

-to support the agreed quality of a service by handling all pre-defined, user initiated service requests in an effective and user-friendly manner. -depends on well-designed processed and procedures, operationalized through tracking and automation tools.

Answer 42

service request management

Question 43

(service request management) -are pre-defined and pre-arranged and can usually be formalized with clear, standard procedures. -are a normal part of a service delivery, not a failure or a degradation of service, which are handled as incidents. -request from user or user's representative that initiates a service action which been agreed as a normal part of service delivery.

Answer 43

service request

Question 44

(service request management) -standardize and automate to greatest degree -set policies streamlining service requests with limited or no additional approvals -manage user expectations to what organization can deliver -identify oppurtunities for improvement to produce faster fulfilment times. -set policies and workflows to redirect requests which should be managed as incidents or changes. -some serivce requests can be automated allowing for a complete self-service experience.

Answer 44

service request management-guidelines

Question 45

(service request management) -can agree to fulfillment times and provide clear status communication to users.

Answer 45

service provider