ITIL Practices Flashcards
To align the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any element involved in the efficient and effective management of products and services.
continual improvement
The addition, modification, or removal of anything that could have a direct or indirect effect on services
Change
An unplanned interruption to a service, or reduction in the quality of a service
Incident
A cause, or potential cause, of one or more incidents
Problem
A problem that has been analyzed and 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.
Workaround
Request from a user or user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery
Service Request
Any change of state that has significance for the management of a service or other configuration item (CI).
Event
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service
Service Level Agreement
Any financially valuable component that can contribute to delivery of an IT product or service
IT asset
maximize the number of successful IT changes by: Ensuring that risks have been properly measured, Authorizing changes to proceed, and Managing the change schedule
the change enablement practice
The person or group who authorizes a change
change authority
Focusses on changes in products and services. Balances the need to make beneficial changes that deliver additional value with the need to protect customers and users from the adverse effect of changes
Change Enablement
Manages the people aspects of changes. Ensures that improvements and organizational transformation initiatives are implemented successfully
Organizational Change Management
Low-risk, pre-authorized changes that are well-understood and fully-documented. Can be implemented without the need of additional authorization.
Standard Changes
Change that should be scheduled and assessed following a standard process that usually includes authorization. Can be low-risk changes or major changes.
Normal Changes
Change that must be implemented as soon as possible usually to resolve an Incident. The process for assessment and authorization is expedited to ensure they can be implemented quickly. May be a separate change authority is required which includes senior managers who understand business risk.
Emergency Changes
Helps to plan a change, Assists in communication, Avoids conflicts, and assigns resources. Also used to provide information needed for incident management, problem management, and improvement planning
change schedule
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Incident Management
The key activities of _____________ : Log and manage the incidents, to Agree, document, and communicate the target resolution times and to Prioritize the incidents
Incident Management
___________ the ___________ practice includes: Appropriating management and resource allocation to different types of incidents, Storing information about incidents in incident records, and Providing good-quality updates on incidents
Designing the Incident Management practice
People in many different groups/teams, depending on the complexity of the issue or the incident type, working together to complete incident __________ and ___________
Incidents diagnosis and resolution
A set of clearly defined plans related to how an organization will recover from a disaster as well as return to a pre-disaster condition, considering the four dimensions of service management
Disaster Recovery Plans
The purpose of _____________ is to reduce the likelihood and impacts of incidents by identifying actual and potential causes of incidents, and Managing workarounds and known errors
problem management
Are the causes of incidents; Requires investigation and analysis to identify the causes, develop workarounds, and recommend longer term resolution
Problems
Have an impact on users or business processes; Must be resolved so that the normal business activity can continue to work
Incidents
Problem Identification, Problem Control, and Error Control are the 3 phases of
problem Management
activities that identify and log problems
problem Identification
activities that include analyzing problems and documenting workarounds and known errors
Problem control
activities that manage known errors.
Error control
To provide the promised quality of a service by handling all pre-defined, user-initiated service requests in an effective and comprehensible manner.
service request management
Service requests should be standardized and automated, Policies should be established, Expectations should be clearly set, Opportunities for improvement should be identified, and Policies and workflows should be included
Service Request Management Guidelines
- Understand demand for incident resolution and service requests
- Act as the point of contact for the service provider along with its users
- Provide a clear path for users to report issues, queries, and requests, and acknowledge, classify, own, and take action on them
The purpose of the Service Desk
The purpose of the ___________ practice is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Service Level Management
Requirements of ____________:
- Focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers.
- Engagement to understand and confirm the needs and requirements from customers.
- Listening to build relationship and trust to show customers that they are valued and understood
Service level Management
The Service Level Management involves _______ & _______ Information from these various sources
- Customer engagement
- Customer feedback
- Operational Metrics
- Business Metrics
Collating and Analyzing
The purpose of the _______________ practice is to:
- Protect the information used by organizations to run their business
- Understand and manage risks to the confidentiality, integrity and availability of information
- Maintain information security for authentication and non-repudiation
information security management
ensures that someone is who they claim to be
authentication
ensures that someone can’t deny that they took an action
non-repudiation
Security is established by means of policies, processes, behaviours, risk management, and controls, which must maintain a balance between: P_________, D________, & C__________
- Prevention
- Detection
- Correction
The purpose of the ______________ practice is to:
- Establish and foster the links between the organization and its stakeholders at strategic and tactical levels
- Identify, analyze, monitor, continually improve the relationships with and between stakeholders
relationship management
The purpose of the ______________ practice is to:
- Ensure that the supplier and their performance are managed appropriately to support the seamless provision of quality products and services.
- Create more collaborative relationships with key supplier to uncover and realize new value and reduce risk of failure.”
Supplier Management
The purpose of the _____________ practice is to plan and manage the lifecycle of all IT assets. This in turn helps the organization to: Maximize value for customers, Control costs and budgets, Manage risks, Make decisions in terms of purchase and reuse, Meet regulatory and contractual requirements
IT asset management
The purpose of the _________________ practice is to Analyze service components, Record and report changes of state identified as events, Identify and prioritize infrastructure, services, business processes, and information security events, and to Establish the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.
monitoring and event management
The purpose of the ________________ practice is to make new and changed services and features available for use.
release management
The purpose of the _______________ practice is to ensure 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
The purpose of the _________________ practice is to move new or changed hardware, software, documentation, processes, or any other component to live environments. It may also be involved in deploying components to other environments for testing or staging
deployment management
