ITIL Practices Flashcards
ITIL Practices
A set of organization resources designed for performing work or accomplishing an objective.
1) IT Asset = Financially Valuable Component
2) Event = Significant Change of State
3) Configuration Item (CI) = Component needing management for delivery of an IT Service
3 Main Categories:
1) General Management
2) Technical Management
3) Service Management
Continual Improvement
Model = Provides a structured approach to implementing improvements. The “improve” activity in the service value chain (SVC).
Practice = To align the organization’s practices and services with changing needs. Identify and improve.
Methods and Techniques = Lean, Agile, DevOps, SWOT
Change Enablement
Maximize successful IT changes by assessing risk properly, authorizing changes to proceed, and managing a “change” schedule.
Change = Addition, modification, removal of anything that could have a direct or indirect effect on services.
Change Authority = Person or group who authorizes a change.
Incident Management
To minimize the negative impact of incidents by restoring normal service operations as quickly as possible.
Incident = Unplanned interruption to a service or reduction in the quality of a service.
Incident Management = Formal process for logging and managing incidents.
Swarming = Agile technique with multiple stakeholders working together to manage an incident.
Key Activities = Identification, Logging, Categorization, Prioritization, Diagnosis, Escalation, Resolution, Closure.
Problem Management
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and workarounds and known errors.
Problem = Cause (or potential cause) of one or more incidents.
Known Error = A problem that has been analyzed and has not been resolved.
Incidents and problems are different. Problems are longer lasting and need to be investigated. Incidents need a quick resolution to run business and often include workarounds (like restarting a machine or computer).
Service Desk
To capture demand for incident resolution and service requests. Point of communication for the service provider with users. Single point of contact for IT Service Organization. Local and virtual.
Service Level Management
To set clear business-based targets for service performance so delivery of a service can be assessed, monitored, and managed.
Service Level Agreements (SLA’s) - Documented agreements between service provider and customer that identifies services required and expected level of service.
Service Request Management
To support the agreed quality of service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Service Request = A request from a user or authorized rep that initiates service action that is agreed as a normal part of service delivery.
