ITIL PRACTICES Flashcards
ITIL PRACTICES
“A practice is a set of organizational resources designed for performing work or accomplishing an objective.”
Information security management
This is a general management practice.“The purpose of the information security management practice is to protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity, and availability of information, as well as other aspects of information security such as authentication (ensuring someone is who they claim to be) and non-repudiation (ensuring that someone can’t deny that they took an action).”
Relationship management
This is a general management practice.“The purpose of the relationship management practice is to 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.”
Supplier management
This is a general management practice.“The purpose of the supplier management practice is to ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision 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.”
IT asset management
This is a service management practice.“The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets, to help the organization:
•Maximize value
•Control costs
•Manage risks
•Support decision making about purchase, re-use, retirement and disposal of assets
•Meet regulatory and contractual requirements.”
An IT asset is ?
An IT asset is “any financially valuable component that can contribute to the delivery of an IT product or service.”
Monitoring and event management
This is a service management practice.“The purpose of the monitoring and event management practice is to systematically observe services and service components, and record and report selected changes of state identified as events. This practice identifies and prioritizes infrastructure, services, business processes, and information security events, and establishes the appropriate response to those events, including responding to conditions that could lead to potential faults or incidents.”
An event is ?
An event is “any change of state that has significance for the management of a service or other configuration item. Events are typically recognized through notifications created by an IT service, configuration item or monitoring tool.”
Release management
This is a service management practice.“The purpose of the release management practice is to make new and changed services and features available for use.”
A release is ?
A release is “a version of a service or other configuration item, or a collection of configuration items, that is made available for use.”
Service configuration management
This is a service management practice.“The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where it is needed. This includes information on how configuration items are configured and the relationships between them.”
A configuration item (CI) is ?
A configuration item (CI) is “any component that needs to be managed in order to deliver an IT service.”
Deployment management
“The purpose of the deployment management 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.”
