Practices Flashcards
General Management Practices
- Information security management practice
- Relationship Management practice
- Supplier Management practice
- Continual improvement
Service Management Practices
- IT asset management
- Service desk
- Service level management
- Service request management
- Change enablement
- Incident management
- Problem management
- Release management
- Monitoring and event management
- Service configuration management
Technical management practice
Deployment management
Service Desk
Capture demand for incident resolution and service requests.
Act as the SPOC for the IT or service organization and be the point of communication for the service provider with all of its users.
Understand the wider organization, business processes and users.
Service Request
Request from a user or user’s representative that initiates a service action which has been agreed as a normal part of service delivery.
Service Request management
Support the agreed quality of the service by handling all user initiated service requests in an effective and user-friendly manner.
Relationship management
Establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
Service level management
Set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored and managed against these targets.
Definition, documentation and active management of service levels.
Information Security management
Protect the information needed by the organization to conduct its business. Includes understanding and managing risks to confidentiality, integrity and availability of information, as well as other aspects of information such as authentication and non-repudiation.
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Supplier management
Ensure that the organization’s suppliers and their performance are managed appropriately to support the provision of seamless quality products and services.
Include creating closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce risk of failure
IT Asset management
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, reuse and retirement of assets
• Meet regulatory and contractual requirements
IT asset
Any valuable component that can contribute to delivery of an IT product or service.
