ITIL V4 Overall Flashcards
To align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices
Continual improvement
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
Information security management
To establish and nurture the links between the organization and its stakeholders at strategic and tactical level.
Relationship management
To ensure that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services.
Supplier management
To maximize the number of successful service and product changes by (1) ensuring that risks have been properly assessed, (2) authorizing changes to proceed, and (3) managing the change schedule.
Change enablement
To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident management
To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem management
To systematically observe services and service components, and record and report selected changes of state identified as events.
Monitoring and event management
To plan and manage the full lifecycle of all IT assets, to help the organization:
- maximize value
- control costs
- manage risks
IT Asset management
To ensure that accurate and reliable information about the configuration of services, and the configuration items (CIs) that support them, is available when and where it is needed.
Service configuration management
To set clear business-based targets for service levels, and to ensure that delivery of services is properly addressed, monitored, and managed against these targets.
Service level management
To support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
Service request management
To capture demand for (1) incident resolution and (2) service requests.
It should also be the entry point and single point of contact for the service provider with all of its users.
Service desk
To move new or changed hardware, software, documentation, processes, or any other component to live environments.
Deployment management
To make new and changed services and features available for use
Release management
