ITIL Practices Orange Flashcards
1
Q
Service Desk
A
Resolve Incidents and fulfill service requests
2
Q
Service request management
A
support quality by handling all pre-defined user service requests
3
Q
Service Level management
A
To set targets for service levels and to ensure that delivery of services is properly assessed, monitored and managed against targets
4
Q
Change enablement
A
to maximize the number of successful changes by managing risks and producing change schedule
5
Q
problem management
A
to reduce likelihood and impact of incidents by identifying problems and managing known errors
6
Q
incident management
A
to minimize the negative impact of incidents by restoring normal service asap
7
Q
Continual improvement
A
To align the organization’s practices and services with changing business needs
