Processes Flashcards
Problem Management
Service Operation
The purpose of a Problem Management is to prevent Incidents from occurring, as well as minimize the impact of incidents that can’t be prevented.
Incident Managment
Service Operation
The purpose of Incident Management is to ensure that service is restored as quickly as possible and to minimize the adverse impact to the business.
Change Management
Service Transition
The purpose of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt handling of Changes. ChM also ensures that all changes to service assets and configuration items are recorded in the CMS (Configuration Management System).
Asset & Configuration Management
Service Transition
The purpose of Service Asset & Configuration Management is to provide a logical model of the IT infrascture.
- Identifying! controlling, recording, reporting! auditing, and verifying service assets and configuration items.
- Ensuring the integrity of assets through the Configuration Management System (CMS)
Release Management
Service Transition
The purpose of Release Management is to take a holistic view of a set of changes to a service and ensure that all aspects of a Release, both technical and non- technical are considered, planned, and prepared for that Release.
Service Level Management
Service Design
The purpose of Service Level Management is to ensure that all operational services and their performance are measured in a consistent, professional manner throughout the organization and that the services and reports produced meet the needs of the business and the customer.
Availability Management
Service Design
The purpose of Availability Management is to ensure that cost-justifiable IT availability exists to match the current and future identified needs of the business, and the agreed upon availability service level targets.
Service Portfolio Management
Service Strategy
The process of maximizing the return on investment while managing risk.
Characteristics of a Process
Measurable
Specific Result
Customers
Responds to a trigger or event
Event Management
Service Operation
Detect events, make sense of them, and determine that the appropriate control action is provided.
