Practices (SVS) Flashcards
Practices (Definition)
A set of organizational resources designed for performing work or accomplishing an objective.
Types of Practices
General Management Practices
Service Management Practices
Technical Management Practices
Information Security Management
(General Management Practices)
Purpose - the practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information (CIA).
Establishing - policies, procedures, behaviors, risk management, and controls in relation to authentication, authorization, encryption, and non-repudiation
- Must be driven from the top-down
- Interacts with every other ITIL Practice
Relationship Management
(General Management Practices)
Purpose - the practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
- Ensures that a provider and consumer co-create value on a continual basis by cooperating.
- Ensures that customers’ roles are properly identified so that stakeholder management is effective.
Supplier Management
(General Management Practices)
Purpose - 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.
- suppliers need to continually improve so your services that rely on them will improve.
- it is recommended that suppliers include details of their continual improvement approach in their cotracts.
Continual Management Practices
(General Management Practices)
Purpose - 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.
- Making business cases for improvement actions and establishing ways to improve using accepted methods and techniques:
——- CIM / LEAN / Agile / DevOps / Balanced Scorecard / SWOT
- Providing an environment where continual improvement is prioritized and possible.
- identify a team to focus on leading continual improvement activities but in the end, continual improvement is everyone’s responsibility.
- Maintain records of possible improvements in the continual improvement register (CIR)
- a structured database or document used to track and manage past, present and future improvement opportunities.
- opportunities should be prioritized on potential value and re-prioritized as ideas are documented.
Service Level Management Practice - Part 1
(Service Management Practices)
Purpose - the practice of setting clear business business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
- requires the ability to assess and manage business needs by capturing and reporting service performance.
- the ability to monitor events is critical so that you can keep an eye on the levels of services being provided.
- perform reviews and use event-based surveys to ensure that services continue to meet the needs of customers based on agreed goals.
- ensures that services are aligned with stakeholders needs
- engage and listen to the requirements, issues, and concerns of stakeholders.
- so you can gather information that metrics can be based on and support further discussion
- asking stakeholders to provide numerical targets that meet their needs so that the service will be able to meet the business-based targets.
Service Level Management Practice - Part 2
(Service Management Practices)
Service Level Agreement - a document that details the services performance requirements in order to meet the needs/outcomes of the stakeholders.
- can be used as a tool to define and measure performance.
- use language and terms that all involved will understand
- should include bundles of metrics to help focus on business outcomes and not just operational results
- the best metrics are those that a linked to defined outcomes and the experience of the customer of the service.
Service Level Management Practice - Part
(Service Management Practices)
Service Level Manager: someone who manages the IT/Service relationships with stakeholders, suppliers, business managers, etc.
- involved anytime anyone changes anything that could have an effect on the service so that any risks can be assessed.
- suitable for someone with both IT and Business skills, and understands the ongoing requirements of customers.
Incident Management - Part 1
(Service Management Practices)
Purpose - the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Key activities - creating incident records, diagnosing and resolving incidents, escalating incidents to support teams for resolution.
- target resolution times need to be agreed, documented, and communicated.
Example of Incident Management
Incident - an unplanned interruption to a service or reduction in the quality of a service.
Examples - an application is not working during business hours.
A backup server is being used while the primary is under maintenance.
Unplanned maintenance outages.
Degradation of a service.
Incident Management - Part 2
(Service Management Practices)
Detailed procedure should exist for logging, managing, prioritizing, categorizing, diagnosing and resolving incidents based on business impact.
- prioritization and categorization is needed to ensure high impact incidents that will affect the business can be dealt with first, and any incidents that are not solvable by the service desk can be quickly escalated to other support groups.
- when assessing an incident urgency and business impact help define the priority.
- swarming helps manage an incident when it is not clear who should be working on the incident.
Incident Management - Part 3
(Service Management Practices)
- scripts should be used to help collect initial information
- simple incidents can be solved with scripts so that resource requirements are kept to a minimum
- knowledgeable staff are the best resource for investing complex incidents
- tools and techniques for collaboration are an important part of effective incident management
- tools that can do automated matching of similar symptoms for various incidents will help amalgamate many similar incidents into one common category
Incident Management - Part 4
(Service Management Practices)
- a security incident would typically have a separate set of processes when compared to non-security related incidents
- depending on the incident it could initiate the disaster recovery process
