Know the purpose and key terms of 15 ITIL practices Flashcards
Recall the purpose of Information security management
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).
Recall the purpose of Relationship management
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.
Recall the purpose of Supplier management
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.
Recall the purpose of IT asset management
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.
Recall the purpose of Monitoring and event management
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; it also establishes the appropriate response to those events, and conditions that indicate potential faults or incidents.
Recall the purpose of Release management Service configuration management
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of services, and the CIs that support them, is available when and where it is needed. This includes information on how CIs are configured and the relationships between them.
Recall the purpose of 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.
Recall the purpose of Continual improvement
The purpose of the continual improvement practice is to align the organization’s practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.
Recall the purpose of Change enablement
The purpose of the change enablement practice is to maximize 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.
Recall the purpose of Incident management
The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Recall the purpose of problem management
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Recall the purpose of Service request managment
The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner.
Recall the purpose of Service desk
The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
Recall the purpose of Service level management
The purpose of the service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.
Recall the purpose of Release management
The purpose of the release management practice is to make new and changed services and features available for use.
