Practices Flashcards
a set of organizational resources designed for performing work or
accomplishing an objective.
A practice
Purpose of Practices
Each practice:
▪ Supports multiple service value chain activities
▪ Includes resources based on the 4 dimensions of service management
Types of Practices
o General management practices
o Service management practices
o Technical management practices
General Management Practices
General management practices have been adopted/adapted for service management
from general business management domains.
o There are 14 General Management Practices: ▪ ** Continual Improvement ▪ * Information Security Management ▪ * Relationship Management ▪ * Supplier Management ▪ Architecture Management ▪ Knowledge Management ▪ Measure and Reporting ▪ Portfolio Management ▪ Organizational Change Management ▪ Project Management ▪ Risk Management ▪ Service Financial Management ▪ Strategy Management ▪ Workforce and Talent Management
1st GMP. 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 identification and improvement of services, service components, practices or any element involved in the efficient and effective management of products and services.
Key activities:
▪ Encouraging continual improvement across the organization
▪ Securing time and budget for continual improvement
▪ Identifying and logging improvement opportunities
▪ Assessing and prioritizing improvement opportunities
▪ Making business cases for improvement action
▪ Planning and implementing improvements
▪ Measuring and evaluating improvement results
▪ Coordinating improvement activities across the organization
is a database or structured document to track and manage improvement ideas from identification through to final action.
A continual improvement register (CIR)
2nd GMP. Information Security Management
The purpose of the information security management practice is to protect the
information needed by the organization to conduct its business.
o Includes understanding and managing risks to: ▪ Confidentiality ▪ Integrity ▪ Availability ▪ Authentication ▪ Non-repudiation
3rd GMP. 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.
4th GMP. Supplier Management
o The purpose of the supplier management practice is to ensure the organization’s
suppliers and their performance are managed appropriately to support the provision
of seamless, quality products, services and components.
o This can include creating closes, more collaborative relationships with key suppliers
to uncover and realize new value and reduce risk of failure.
Service Management Practices
o There are 17 SeviceManagement Practices: ▪ ** Change Control ▪ ** Incident Management ▪ ** Problem Management ▪ ** Service Desk ▪ ** Service Level Management ▪ ** Service Request Management ▪ * IT Asset Management ▪ * Monitoring and Event Management ▪ * Release Management ▪ * Service Configuration Management ▪ Service Continuity Management ▪ Availability Management ▪ Business Analysis ▪ Capacity and Performance Management ▪ Service Catalogue Management ▪ Service Design ▪ Service Validation and Testing
Change Control
The purpose of the change control practice is to maximize the number of successful
IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
The scope of change control
is defined by each organization. It will typically include all IT infrastructure, applications, documentation, processes, supplier relationships and anything else that might directly or indirectly impact a product or service.
he addition, modification, or removal of anything that could have a direct or indirect effect on IT services.
Change
Types of Change
▪ Standard
● Pre-authorized
● Implement without additional authorization
▪ Normal
● Authorization based on change type
● Low-risk, someone who can make rapid decisions
● Very major
▪ Emergency
● Expedited assessment and authority
● May be separate change authority
change authority
The person or group who authorizes a change is known as a change authority.
▪ In high velocity organizations, it is a common practice to decentralize change
approval, making the peer review a top predictor of high performance
change schedule
The change schedule is used to help plan changes, assist in communication, avoid
conflicts and assign resources.
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.
an unplanned interruption to a service, or reduction in the
quality of service.
incident
Key notes of Incidents
● Incidents should be logged.
● Incidents should be managed to meet agreed target resolution times.
● Incidents should be prioritized.
Design the incident management practice appropriately for different types of incidents
▪ Incidents based on different impact
▪ Major incidents
▪ Information security incidents
o Prioritize incidents
▪ Based on agreed classification
▪ Ensure incidents with highest business impact are resolved first
o Use a robust tool to log and manage incidents
▪ Link to configuration items, changes, problems, known errors and other
knowledge
▪ Provide incident matching to other incidents, problems or known errors
swarming
This involves many different stakeholders working together initially, until it becomes very clear which of them is best placed to continue and which can move on to other tasks.
▪ Collaboration can facilitate information sharing and learning as well as helping to solve the incident more efficiently and effectively.
