Service Management Practices Flashcards
Which Service Management Practices are relevant to ITIL?
- ** 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
What is the purpose of ‘Change Control’?
SERVICE Management Practice
!Must know thoroughly for exam!
- Maximize number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
What are the different types of Changes?
!Must know thoroughly for exam!
1) Standard:
- Pre-authorized
- Implement without additional authorization
2) Normal:
- Authorization based on change type
- Low-risk, someone who can make rapid decisions
- Very major
3) Emergency:
- Expedited assessment and authority
- May be separate change authority
What is the purpose of ‘Incident Management’?
SERVICE Management Practice
!Must know thoroughly for exam!
- Minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
(An incident is an unplanned interruption to a service, or reduction in the quality of service.)
What is the purpose of ‘Problem Management’?
SERVICE Management Practice
!Must know thoroughly for exam!
Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
What is the difference between a Problem vs Know Error?
!Must know thoroughly for exam!
- A problem is a cause, or potential cause, of one or more incidents
- A known error is a problem that has been analyzed and has not been resolved
What is the purpose of ‘Service Desk’?
SERVICE Management Practice
!Must know thoroughly for exam!
- Capture demand for incident resolution
and service requests. - Should also be the entry point/single point of contact for the service provider with all of its users.
What is the purpose of ‘Service Level Management’?
SERVICE Management Practice
!Must know thoroughly for exam!
- 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.
- Provides the end to end visibility of the organization’s services
What is the purpose of ‘Service Request Management’?
SERVICE Management Practice
!Must know thoroughly for exam!
- Support the agreed quality of a service by handling all agreed user-initiated service requests in an
effective and user-friendly manner. - Policies and workflows are needed to redirect service requests that should actually be
managed as incidents or changes.
What is the purpose of ‘IT Asset Management’?
SERVICE Management Practice
Plan and manage the full lifecycle of all IT assets, to help the organization:
- Maximize value
- Controls costs
- Manage risks
- Support decision-making about purchase, reuse and retirement of assets
- Meet regulatory and contractual requirements
What is the purpose of ‘Monitoring and Event Management’?
SERVICE Management Practice
Systematically observe a service or service component, and record and report selected changes of state identified as events
What is an Event?
Any change of state that has significance for the management of a configuration item (CI) or IT service.
What is the purpose of ‘Release Management’?
SERVICE Management Practice
Make new and changed
services and features available for use.
What is the purpose of ‘Service Configuration Management’?
SERVICE Management Practice
- Ensure that accurate and reliable information about the configuration of services, and the CI’s that support
them, is available when and where it is needed. - (A Configuration Item (CI) is any component that needs to be managed in order to deliver an IT service.)
What is the purpose of ‘Deployment Management’?
**!!!~TECHNICAL~!!! Management Practice:
- Move new or changed hardware, software, documentation, processes, or any other component to live environments.
- It may also be involved in deploying components to other environments for testing or staging.
