Lesson 6: ITIL Practices Flashcards
What is the purpose of Information Security Management?
To protect the information an organization needs to conduct its business.
With what five aspects of information security do Information Security Management concern itself?
- Confidentiality
- Integrity
- Availability
- Authentication
- Non-repudiation
What are the three faces of information security management?
- Protect
- Detect
- Correct
What is the purpose of relationship management?
To establish and nurture links between the organization and its stakeholders.
What is the purpose of supplier management?
To support the provision of seamless, quality products and services.
What are the six key activities of supplier management?
- Create a single point of visibility and control
- Maintain a supplier strategy, policy and contract management info
- Negotiate and agree on contracts and arrangements
What are the six key activities of supplier management?
- Create a single point of visibility and control
- Maintain a supplier strategy, policy, and contract management info
- Negotiate and agree on contracts and arrangements.
- Manage relationships and contracts with internal and external suppliers
- Manage supplier information (to SLA targets)
- Contract renewal or termination
What are the four supplier models?
- Insourcing
- Outsourcing
- Multi-sourcing
- Single-source/partnership
What is the purpose of IT asset management?
To plan and manage the full lifecycle of all IT assets.
What six things do IT asset management help organizations do?
- Maximize value
- Control costs
- Manage risks
- Suport decision-making
- Reuse and retire assets
6Meet regulatory and contractual requirements
What is the definition of an IT asset?
Any valuable component that can contribute to the delivery of an IT produce or service.
What is the purpose of service configuration management?
Accurate and reliable information about the configuration of services and the CIs that support them, including configuration and relationships.
What is the definition of a configuration item?
Any component that needs to be managed in order to deliver an IT service.
What is the purpose of monitoring and event management?
Observe services/services components and report selected changes of state.
What is the definition of an event?
Any change of state that has significance for the management of a configuration item or IT service.
What are the five key activities of event management?
- What should be monitored/establishing a monitoring strategy
- Implementing and maintaining monitoring
- Establishing and maintaining monitoring thresholds
- Establishing and maintaining monitoring policies
- Implementing monitoring processes and automations
What is the purpose of deployment management?
To move new or changed goods or services to live environments.
What are the three types of deployment and release methods?
- Big bang vs. phased
- Manual vs. continuous
- Push vs pull
What is the purpose of release management?
To make new and changed (deployed) services available for use.
What is the purpose of continual improvement?
Improve services, service components, practices, or any element involved in the management of products and services.
What is the purpose of change enablement?
To maximize the number of successful IT changes.
What is the definition of change?
The addition, modification, or removal of anything that could have an effect on the delivery of a service.
What is the purpose of incident management?
Minimize negative impacts of incidents by restoring normal service operations.
What is the definition of an incident?
An unplanned interruption to a service or reduction in the quality of a service.
What is the purpose of problem management?
Reduce the likelihood and impact of incidents by identifying actual and potential causes.
What are three components of problem management?
- Problem
- Known error
- Workaround
What is the definition of a problem?
A cause, or potential cause, of one or more incidents.
What is the definition of a known error?
A problem that has been analyzed and has not been resolved.
What is a workaround?
A solution that reduces or eliminates the impact of an incident or problem while a resolution is not yet available.
What is the purpose of service request management?
To support the agreed quality of a service by handling all pre-defined, user-initiated service requests.
What is the purpose of the service desk?
To capture demand for incident resolution and service requests. It is also the point of communication for the service provider with all its users.
What channels for access do service desks provide?
Phone calls, service portals, mobile apps, live chat, email, walk-in, text, social media, discussion forums.
What is the purpose of service-level management?
To set clear business-based targets for service performance.
