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ITIL > ITIL: MANAGEMENT PRACTICES OVERVIEW > Flashcards

ITIL: MANAGEMENT PRACTICES OVERVIEW Flashcards

1
Q

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

A

Practice

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2
Q

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

A

each practice

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3
Q

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.

A

The ITIL 4 Practices

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4
Q

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

A

General Management Practices

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5
Q

-have been developed in service management and ITSM industries

A

Service Management Practices

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6
Q

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

A

Change Control

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7
Q

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

A

change

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8
Q

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

A

standard

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9
Q

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

A

normal

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10
Q

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

A

emergency

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11
Q

(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)

A

change authority

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12
Q

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

A

change schedule

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13
Q

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

A

incident management

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14
Q

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

A

incident

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15
Q

incidents should be

A

-logged
-managed to meet target resolution times
-prioritized

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16
Q

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

A

design an incident practice for different types of incident

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17
Q

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

A

prioritize incidents

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18
Q

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

A

use robust tool to log & manage incidents

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19
Q

(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.

A

tools

20
Q

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

A

incidents records

21
Q

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

A

collaboration tool

22
Q

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

A

problem management

23
Q

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

A

problem

24
Q

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

A

known error problem

25
Q

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

A

workaround solution

26
Q

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

A

problem identification

27
Q

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

A

Problem control

28
Q

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

A

problem closure

29
Q

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

A

problem management interfaces

30
Q

-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.

A

Service desk

31
Q

(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.

A

effect of increased automation and virtualization

32
Q

(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

A

service desk access channels

33
Q

(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

A

supporting technologies for a centralized service desk

34
Q

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

A

virtual service desk

35
Q

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

A

service desk skills

36
Q

-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.

A

service level management

37
Q

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

A

service level agreement

38
Q

(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

A

key requiement for a successful SLA

39
Q

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

A

customer engagement

40
Q

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

A

customer feedback

41
Q

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

A

skills & competencies

42
Q

-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.

A

service request management

43
Q

(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.

A

service request

44
Q

(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.

A

service request management-guidelines

45
Q

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

A

service provider

ITIL (1 decks)

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