Understand 7 ITIL practices - MOD6 Flashcards
Continual Improvement
The purpose of the continual improvement practices is to align the organisations practices and services with changing business needs through the ongoing improvement of products, services, and practices, or any element involved in the management of products and services.
Change Enablement
The purpose of the change enablement practice is to maximise the number of successful service and product changes by ensuring that risks have been properly assessed, authorising changes to proceed, and managing the change schedule.
Service Desk
The purpose of the Service Desk practice is to capture demand for incident resolution and service requests.
Service Request Management
The purpose of the Service Request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service request in an effective and user-friendly manner.
Incident Management
The purpose of the incident management practice is to minimise the negative impact of incidents by restoring normal service operation as quickly as possible.
Problem Mangement
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Service Level Management
The purpose of the service level management practice is to set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored, and managed against these targets.
