ITIL practice details and purpose statements Flashcards
Protect the information needed by the organization to conduct its business.
Information security management
A security objective that ensures information is not made available or disclosed to unauthorized entities.
Information security management: Confidentiality
A security objective that ensures information is only modified by authorized personnel and activities.
Information security management: Integrity
A security objective that ensures information is always accessible to authorized personnel whenever required.
Information security management: Availability
Establish and nurture the links between the organization and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.
Relationship management:
Ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision (sourcing) of quality products and services. This includes creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.
Supplier management
Plan and manage the full life cycle of all IT assets, to help the organization maximize value; control costs; manage risks; support decision-making about purchase, re-use, and retirement of assets; and meet regulatory and contractual requirements.
IT asset management
Any financially valuable component that can contribute to the delivery of an IT product or service.
IT asset management (IT asset)
Systematically observe services and service components, and record and report selected changes of state identified as events.
Monitoring and event management
The purpose of this practice is to make new and changed services and features available for use.
Release management
The repeated observation of a system, practice, process, service, or other entity to detect events and ensure that the current status is known.
Monitoring and event management: Monitoring
Any change of state that has significance for the management of a service or other configuration item. Informational events, Warning events, Exception events,
Monitoring and event management: Event
Recording and managing those monitored changes of state that are defined by the organization as an event, determining their significance, and identifying and initiating the correct control action to manage them.
Monitoring and event management: Event management
The purpose of this practice is to make new and changed services and features available for use.
Release management
Ensure that accurate and reliable information about the configuration of services, and the configuration items (CIs) that support them, is available when and where it is needed.
Service configuration management
Any component that needs to be managed in order to deliver an IT service.
Service configuration management: Configuration item (CI)
Move new or changed hardware, software, documentation, processes, or any other component to live environments.
Deployment management
Align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.
Continual improvement
Puts a strong focus on customer value, and ensures that improvement efforts can be linked back to the organization’s vision.
Continual improvement: Continual improvement model
Database or structured document to track and manage improvement ideas from identification through to final action.
Continual improvement: Continual improvement register (CIR)
Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Change enablement
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Change
A description of a proposed change used to initiate change enablement.
Request for change (RFC)
A person or group responsible for authorizing a change.
Change authority
A low-risk, pre-authorized change that is well understood and fully
documented, and which can be implemented without needing additional authorization.
Standard change
A change that must be scheduled, assessed, and authorized following a process.
Normal change
A change that must be introduced as soon as possible.
Emergency change
A calendar that shows planned and historical changes.
Change schedule
A repeatable approach to the management of a particular type of change.
Change model
A review after the implementation of a change, to evaluate success and identify opportunities for improvement.
Post-implementation review (PIR)
Minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident management
An unplanned interruption to a service or reduction in the quality of a service. Outages and disruption service.
Incident
An incident with significant business impact, requiring an immediate
coordinated resolution.
Major incident
A technique to help manage incidents, which involves many different stakeholders working together initially, until it becomes clear which of them is best placed to continue and which can move on to other tasks. War room style.
Swarming
Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem management
A cause, or potential cause, of one or more incidents. Repeating, recurring issue.
Problem
A problem that has been analyzed but has not been resolved.
Known error
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.
Workaround
Activities that identify and log problems. These include performing trend analysis of incident records; detection of duplicate and recurring issues by users, service desk, and technical support staff; during major incident management, identifying a risk that an incident could recur; analysing information received from suppliers and partners; and analysing information received from internal software developers, test teams, and project teams.
Problem identification
Problem control activities include problem analysis, and documenting workarounds and known errors.
Problem control
Manage known errors, which are problems where initial analysis has been completed; it usually means that faulty components have been identified. It also includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits.
Error control
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
A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
Service request
Capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
Service desk
The act of sharing awareness or transferring ownership of an issue or work item.
Escalation
Set 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
One or more metrics that define expected or achieved service quality.
Service level
A measurement or calculation that is monitored or reported for management and
improvement.
Metric
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service.
Service level agreement (SLA)
