Practices Flashcards
It aligns the organization’s practices and services with changing business needs through the ongoing identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services
Continual Improvement
Maximizes the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed and managing the change schedule
Change Enablement
Minimizes the negative impact of incidents by restoring normal service operation as quickly as possible
Incident Management
Reduces the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors
Problem Management
Supports the agreed upon quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner
Service Request Management
Captures the 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
Service Desk
Sets 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
Protects 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
Information Security Management
Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels including the identification, analysis, monitoring and continual improvement of relationships with and between stakeholders
Relationship Management
Ensures that the organization’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services
Supplier Management
Plans and manages the full lifecycle of all IT assets to help the organization maximize value; control cost; manage risk; support decision-making about the purchase, re-use and retirement of assets; and meet regulatory and contractual requirements
IT Asset Management
Systematically observes services and service components and records and reports selected changes of state identified as events
Monitoring & Event Management
Makes new and changed services and features available for use
Release Management
Ensures that accurate and reliable information about the configuration of services and the CIs that support them, is available when and where it is needed
Service Configuration Management
Moves new or changed hardware, software, documentation, processes or any other component to live environments
Deployment Management
