ITIL Practices: Purpose Flashcards
What is an ITIL Practice?
An ITIL practice is a set of organizational resources designed for performing a work or fulfilling an objective.
What are the characteristics of the ITIL practices?
The practices
- Enhance the flexibility of the service value chain.
- Each ITIL practice supports multiple service value chain activities, providing a comprehensive and adaptable toolset for ITSM practitioners.
What are the three kind of ITIL practices?
1) General Management practices
2) Service management practices
3) Technical Management Practices
What are the four ‘General management practices’?
1) Continual improvement
2) Information Security Management
3) Relationship Management
4) Supplier Management
What are the ten ‘Service management practices,
1) IT asset management
2) Monitoring and Event Management
3) Release Management
4) Service Configuration Management
5) Change Enablement
6) Incident Management
7) Problem Management
8) Service desk
9) Service level management
10) Service request management
What is the practice for the ‘technical management practices’?
1) Deployment management
Explain the ‘continual improvement’ practice?
Aligning the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices, or any other element involved in management of products and services.
Explain the ‘Information Security Management’ practice?
Protecting information needed by the organization; ensuring confidentiality, integrity, availability, authentication, and non-repudiation.
Explain the ‘Relationship Management’ practice
Establishing and fostering the links between the organization and its stakeholders at strategic and tactical levels. Includes identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders.
Explain the ‘Supplier Management’ practice
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 realize new value and reduce the risk of failure.
Explain the ‘IT asset management’ practice.
Planning and management of IT assets to maximize value, control costs, manage risks, support decision
making about purchase, re-use, retirement of assets, and meet regulatory and contractual requirements.
Explain the ‘Monitoring and Event Management’ practice.
Observing services and service components and recording and reporting changes of state identified as events. Includes identifying and prioritizing infrastructure, services, business processes, and information security events and establishing the appropriate response to those events.
Explain the ‘Release Management’ practice.
Making new and changed services and features available for use.
Explain the Service configuration Management practice.
Ensuring accurate and reliable information about the configuration of services, and the configuration items that support them.
Explain the ‘Change Enablement’ practice.
Maximizing the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
Explain the ‘Incident Management’ practice.
Minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Explain the ‘Problem Management’ practice.
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
Explain the ‘Service desk’ practice.
Capturing the demand for incident resolution and service requests. Service Desk is a point of communication for the service provider with all its users.
Explain the ‘Service level management’ practice.
Setting clear business-based targets for service performance, so that delivery can be assessed, monitored and managed against these targets.
Explain the ‘Service Request Management’ practice.
Handling all predefined, user-initiated service requests in an effective and user-friendly manner.
Explain the ‘Deployment Management’ practice.
Moving new or changed hardware, software, documentation, processes, or any other component to live environments. Deployment management may also be involved in deploying components to other environments for testing or staging.
What is the scope of the continual improvement practice?
The scope of the continual improvement practice includes the development of improvement-related methods and techniques and the propagation of a continual improvement culture across the organization.
What are the 8 key activities of continual improvement?
1) Encourage continual improvement across the organization
2) Develop business cases for improvement action
3) Plan and implement improvements
4) Measure and evaluate improvement results
5) Coordinate improvement activities across the
organization.
6) Secure time and budget for continual improvement
7) Identify and log improvement opportunities
8) Assess and prioritize improvement opportunities
Who is responsible for continual improvement?
Continual improvement is the responsibility of everyone in the organization and the partners and suppliers related to organization.
Where can the approaches of continual improvement be found?
Approaches to continual improvement can be found in many places, including Lean and Agile methods.
What is the scope of change enablement?
The scope of change enablement typically includes all IT infrastructure, applications, documentation, processes, supplier relationships, and all that might directly or indirectly impact a product or service.
What balance should be made when using change enablement?
balance the need to make beneficial changes that deliver additional value with the need to protect customers and users from adverse effect of change.
What are the three types of change?
Three types of change that are each managed in different ways are
- standard changes
- normal changes
- emergency changes
For change enablement to be effective and efficient, it is essential that the correct change authority is assigned to each type of change.
What is the change schedule under change enablement?
The change schedule helps to plan changes, assist in communication, avoid conflicts, and assign resources.
What are the 4 key activities of incident management?
1) Logging and managing the incidents
2) Agreeing, documenting and communicating the target resolution times
3) Prioritizing the incidents based on agreed classification
4) Diagnosing, escalating, and resolving the incident
What are the three practices an organization should design incident management by?
1) Appropriately managing and allocating resources to different types of incidents
2) Storing information about incidents in incident records
3) Providing good-quality updates on incidents
Incidents may be diagnosed and resolved by people in many different groups, depending on the complexity of the issue or the incident type.
What are the three phases in problem management?
1) problem identification
2) problem control
3) error control
Explain problem identification as the first phase of problem management.
Problem Identification
Identifying and logging problems.
- Perform trend analysis of incident records.
- Detect duplicate and recurring issues.
- Identify a risk that an incident could recur.
- Analyze information received from suppliers, partners and internal software developers.
Explain problem control as the second phase of problem management.
Problem Control
Analyzing problems and documenting workarounds and known errors.
- Problems are prioritized based on the risk that they pose, and are managed as risks based on their potential impact and probability.
- When a problem cannot be resolved, a workaround needs to be found and documented. Workarounds are documented in problem records.
Explain Error control as the third phase of problem management.
Error Control
Managing known errors.
- Error control involves identifying potential permanent solutions.These permanent solutions may involve a change request.
What are the characteristics of service request management?
Handling all pre-defined, user-initiated service requests in an effective and comprehensible manner.
- Service requests are pre-defined and pre-agreed, they should be formalized with a clear, standard procedure for initiation, approval, fulfilment, and management.
- The fulfilment of service requests may include changes to services or their components. These changes usually fall under category of standard changes.
- Service requests form a normal part of service delivery, and not a failure/degradation of service.
What are the 4 characteristics of service desk?
- Service desk acts as the entry point/single point of contact for the IT or service organization.
- Service desk should have practical understanding of the wider organization, its business processes, and users.
- Service desk works in close collaboration with the support and development teams to present and deliver a ‘joined up’ approach to users and customers.
- A service desk may work at a single or centralized location or it may act as a virtual desk that enables agents to work from different geographical locations
What are the two characteristics of service level management?
- The service level management practice involves the definition, documentation, and active management of service levels and provide end to end visibility of the organization’s services.
- Service Level Agreements (SLAs) is a tool used to agree on the service between the provider and customer. SLAs must relate to a defined service in the service catalogue and should relate to defined outcomes.
