ITIL Practice Areas Flashcards
sets of organizational resources designed for
performing work or accomplishing objectives.
They are in essence all capabilities and resources
a service provider needs to enact processes and
procedures.
Practices
True or False: Practices are more than processes – a process is
a sub-set of a practice, along with people, tools,
skills, competencies, documentation – all aspects of
delivery
True
True or False: Practices will work across the Service Value Chain (Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver
and Support) to manage and deliver the required
value streams
True
3 ITIL Practice Areas
1) General Management Practices
2) Service Management Practices
3) Technical Management Practices
Which practice provides an understanding of all the different elements that make up an organisation and how these elements
interrelate, enabling the organization to effectively
achieve its current and future objective
Architecture Management Practice
General Management Practice
Which practice aligns the organizations practices and services
with changing business needs through the ongoing
improvement of products, services, and practices,
or any element in the management of products and
services
Continual Improvement
General Management Practice
Which practice protects the information needed
by the organization to conduct its business
Information Security Management
General Management Practice
Which practice maintains and improves the effective and
convenient use of information and knowledge across the organization
Knowledge Management
General Management Practice
True or False: Knowledge management means the right information is provided in the right format and the right level and at the right time,
always in line with access polices, processes and
procedures.
True
Which practice supports good decision making and continual
improvement by decreasing the levels of uncertainty. This is
achieved through the collection of relevant data on various managed objects and the valid assessment of
this data in an appropriate context.
Measuring and Reporting
General Management Practice
Ensures that changes in an organization are smoothly and successfully implemented, and that lasting benefits are achieved by managing the human aspects of changes.
Organizational Change Management
General Management Practice
Ensures that the organization has the right mix of programs, projects, products and services to execute the organizations strategy within its funding and resource constraints.
Portfolio Management
General Management Practice
Ensures that all projects in the organization are successfully delivered.
Project Management
General Management Practice
Establishes and nurtures the links between
organization and its stakeholders at strategic and tactical levels.
Relationship Management
General Management Practice
Ensures that the organization understands
and effectively handles risks.
Risk Management
General Management Practice
Supports the organization’s strategies and plans for service management buy ensuring that the organization’s
financial resources and investments are being used effectively.
Service Financial Management
General Management Practice
Formulate the goals of the organization and adopt the courses of action and allocation of resources necessary for achieving those goals.
Strategy Management
General Management Practice
Which practice ensures that the organization’s suppliers
and their performances are managed appropriately to support
the seamless provision of quality products and services.
Supplier Management
General Management Practice
Which practice ensures that the organization has the
right people with the appropriate skills and knowledge and in the
correct roles to support its business objectives
Workforce and Talent Management
General Management Practice
Which practice ensures that services deliver agreed levels
of availability to meet the needs of customers and users?
Availability Management
Service Management Practices
Which service analyses a business or some element of it, define its
associated needs, and recommend solutions these needs and/or
solve a business problem, which must facilitate value creation for
stakeholders
Businsess Analysis
Service Management Practice
Which practice ensures that services achieve
agreed and expected performance, satisfying current and future
demand in a cost-effective way.
Capacity and Performance Management
Service Management Practice
Which practice maximises the number of successful service
and product changes by ensuring that risk have been properly
assessed, authorizing changes to proceed, and managing the
change schedule
Change Enablement
Service Management Practice
Which practice minimises the negative impact of incidents by
restoring normal service operation as quickly as possible.
Incident Management
Service Management Practice
Which practice plans and manages the full lifecycle of all
IT assets to help the organization maximize value, control costs,
manage risks, support asset lifecycle decision making and meet regulatory and contractual requirements.
IT Asset Management
Which practice systematically observse service
components, and record and reports selected changes of state identified
as events.
Monitoring and Event monitoring
Service Management Practice
Which practice reduces the likelihood and impact of
incidents by identifying actual and potential causes of incidents and
managing workarounds and known errors.
Problem Management
Service Management Practice
Which practice makes new and changed services and
features available for use
Release Management
Service Management
Which practice provides a single source of
consistent information on all services and service offerings, and
to ensure that it is available to the
relevant audience.
Service Catalog Management
Service Management
Which practice ensures that accurate and
reliable information about the configuration of services, and the
CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
Service Configuration Management
Service Management
Which practice ensures that the availability and performance of a service are maintained at sufficient levels in
case of a disaster.
Service Continuity Management
Service Management
Which practice designs products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem.
Service Design
(Service Management
Which service captures demand for
incident resolution and service requests. It should be the entry
point and single point of contact for the service provider with all of
its users.
Service Desk
Service Management
Which practice sets clear business-based targets for service
levels, and to ensure that delivery of services is properly assessed,
monitored, and managed against these targets.
Service Level Management
Which practices support the agreed quality of a service
by handling all pre-defined, user-initiated service requests in an
effective and user-friendly manner
Service Request Management
Which practice ensures that new or changed
products and services meet defined
requirements.
Service Validation and Testing
Which practice moves new or changed hardware, software,
documentation, processes, or any other component to live
environments.
Deployment Management Practice
Which practice oversees the infrastructure and
platforms used by an organization?
Infrastructure Platform Management
Which practice ensures that applications meet internal and
external stakeholder needs, in terms of functionality, reliability,
maintainability, compliance and auditability.
Software Development and Management
