ITIL Practices Flashcards
Aligning the organisation’s practices and services with changing business needs through the ongoing identificaiton and improvement of services, service components, practices.
Continual improvement
Protecting information needed by the organisation, ensuring confidentiality, integrity, availability, authentication, and non-repudiation.
Information security management
Establishing and fostering the links between the organisation and its stakeholders at strategic and tactical levels. Includes identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.
Relationship management
Managing suppliers and their performance to support the seamless provision of quality products and services. Includes creating collaborative relationships with key suppliers to uncover and realise new value and reduce the risk of failure.
Supplier Management
Planning and management of IT assets to maximise value, control costs, manage risks, support decision making about purchases, re-use, retirement of assets, and meet regulatory and contractual requirements.
IT Asset Management
Observing services and service components and recording/reporting changes of state identified as events. Includes identifying and prioritising infrastructure, services, business processes, and information security events and establishing the appropriate response to those events.
Monitoring and Event Management
Making new and changed services and features available for use.
Release Management
Ensuring accurate and reliable information about the configuration of services, and the configuration items that support them.
Service Configuration Management
Maximising the number of successful IT changes by ensuring that risks have been properly assessed, authorising changes to proceed, and managing the change schedule.
Change Control
Minimising the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident Management
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
Problem Management
Capturing the demand for incident resolution and service requests. This is a point of communication for the service provider with all its users.
Service Desk
Setting clear business-based targets for service performance, so that delivery can be assessed, monitored and managed against these targets.
Service Level Management
Handling all predefined, user-initiated service requests in an effective and user-friendly manner.
Service Request Management
Moving new or changed hardware, software, documentation, processes. It may also be involved in deploying components to other environments for testing and staging.
Deployment Management
