ITIL: MANAGEMENT PRACTICES OVERVIEW Flashcards
is a set of organizational resources designed to perform work or accomplishing on objective
Practice
-supports multiple service value activities
-includes resources based on the 4 dimensions of service management
each practice
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.
The ITIL 4 Practices
-have been adopted/adapted for service management from general business management domains
General Management Practices
-have been developed in service management and ITSM industries
Service Management Practices
-to maximize number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Change Control
is the addition, modification or removal of anything that could have a direct or indirect effect on services.
change
(change control)
-pre-authorized
- implement without additional authorization
standard
(change control)
-authorization on based on change type
-low-risk, someone who can make rapid decisions,
-very major, could be as highas management board
normal
(change control)
-expedited assessment and authorization
-may be separate change authority
emergency
(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)
change authority
(change control authorization)
-used to help plan changes, assist in communication, avoid conflicts and assign resources.
change schedule
-to minimize negative impact of incidents by restoring normal service operation as quickly as possible
incident management
-is an unplanned interruption to a service or reduction in quality of a service
-may be escalated to a support team
incident
incidents should be
-logged
-managed to meet target resolution times
-prioritized
(problem management)
-incidents based on different impact
-major incidents
-information security incidents
design an incident practice for different types of incident
(incident management)
-based on agreed classification
-ensure hughes impact is resolved first
prioritize incidents
(incident management)
-link to configuration item, cnagesm problems, known errors, etc
-provide matching to other incidents, problems or known errors
use robust tool to log & manage incidents
(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.
tools
(incident management)
get time stamped and are regularly updated with symptoms, business impacts and CIS involved
incidents records
(incident management)
-helps people working together on an incidents
collaboration tool
-to reduce likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
problem management
(problem management)
a cause or potential potential causes, of one or more incidents
problem
(problem management)
-that has been analyzed but has been resolved
known error problem
(problem management)
-reduces/eliminates impact of incident or problem for which full resolution is not yet available, some workarounds reduce incident likelihood.
workaround solution
(phases of problem management)
-identify and log problems
-trend analysis
-recurring incidents
-suppliers/partners information
problem identification
(phases of problem management)
-prioritize and managed based on risks
-examine causes
-document workarounds & known errors
-analyze from perspective of 4 dimensions
Problem control
(phases of problem management)
-manage known errors
-identify potential permanent solutions
-justify request for change (RFC)
-re-assesses status of known errors
-improve workarounds
problem closure
(phases of problem management)
-continual improvement
-incident management
-risk management
-knowledge management
-change control
problem management interfaces
-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.
Service desk
(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.
effect of increased automation and virtualization
(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
service desk access channels
(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
supporting technologies for a centralized service desk
(service desk)
-allows agents to work from multiple locations.
-requires more sophiscated supporting technology.
virtual service desk
(service desk)
-effective communication
-excellent customer service skills
-empathy
-emotional intelligence
-understand business priority
-incident analysis and prioritization
service desk skills
-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.
service level management
(service level management)
-a documented agreement between service provider and customer that identifies services required and expected level of service.
service level agreement
(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
key requiement for a successful SLA
(service level management-information sources)
-inital listening
-discovery and information capture
-measurement and ongoing process discussions
-asking simple open-ended questions
customer engagement
(service level management-information sources)
-surveys
-key business measures
-operational metrics
-business metrics
customer feedback
(service level management-information sources)
-business analysis
-relationship management
-business liaison
-supplier management
skills & competencies
-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.
service request management
(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.
service request
(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.
service request management-guidelines
(service request management)
-can agree to fulfillment times and provide clear status communication to users.
service provider
