Learning Outcomes 6 and 7 Flashcards
The practice of aligning an organization’s practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
Continual Improvement
A structured database or document used to track and manage improvement opportunities.
Continual Improvement Record (CIR)
The practice of protecting an organization by understanding and managing risks to the Confidentiality, Integrity, and Availability of information. Look for “CIA”.
Information Security Management
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
Relationship Management
The practice of ensuring that an organization’s suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
Supplier Management
The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Service Level Management
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Incident Management
An unplanned interruption to a service or reduction in the quality of a service.
Incident
Reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Problem Management
A cause, or potential cause, of prior, current, or future incidents.
Problem
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.
Workaround
A problem that has been analyzed but has not been resolved.
Known error
The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service request in an effective and user-friendly manner.
Service Request Management
A request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.
Service Request
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
Monitoring and Event Management
Any change of state that has significance for the management of a service or other configuration item.
Event
Ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and product changes.
Change Enablement
A person or group responsible for authorizing a change.
Change Authority
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Change
A calendar that shows planned and historical changes.
Change Schedule
The practice of capturing demand for incident resolution and service requests.
Service Desk (practice)
The point of communication between the service provider and all its users.
Service Desk
The practice of planning and managing the full lifecycle of all IT assets.
IT Asset Management
Any financially valuable component that can contribute to the delivery of an IT product or service.
IT Asset
