6. ITIL Services (Part 1 - Know The Purpose) Flashcards

1
Q

Protect business information
Confidentiality, Integrity, Availability
Authentication & Non-repudiation

Balance between:
Prevention, Detection, Correction

A

Information Security Mgmt

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2
Q
  • establish and nurture links
  • between Organisation and SHs
  • strategic and tactical levels
A

Relationship Mgmt

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3
Q
  • plan and manage the full lifecycle of IT assets
  • from Procurement to Retirement
  • maintain Asset Register
A

IT Asset Mgmt

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4
Q

Component that needs to be MANAGED in order to deliver service

A

Configuration Item

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5
Q

Manage suppliers to ensure seamless delivery of products and services

A

Supplier Mgmt

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6
Q
  • systematically observe
  • Pro-active
  • record and report changes of state
A

Monitoring and Event Mgmt

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7
Q
  • any change of state
  • has significance for the management of a service
  • or other configuration item (CI)
  • typically recognised through notifications / monitoring tool
A

Event

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8
Q

Type of event: No Action Needed

A

Informational Event

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9
Q

Type of event: Close Monitoring Required

A

Warning

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10
Q

Type of event: Action Needed!

A

Exception

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11
Q

Make new and changed services and features AVAILABLE for USE

A

Release Mgmt

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12
Q

Maintain accurate and reliable information about services and CIs (Configuration Item)

A

(Service) Configuration Mgmt

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13
Q

Move changes / service / service components from one ENVIRONMENT to another.

Possible types:

  • Phased approach
  • Big Bang approach
A

Deployment Mgmt

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14
Q
  • align the organisation’s practices and services
  • with changing business needs
  • through the ongoing identification and improvement of services, service components, practices
  • data driven
  • use CIRs
A

CONTINUAL IMPROVEMENT

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15
Q
  • maximise number of SUCCESSFUL IT changes
  • by ensuring: risks are properly assessed,
  • authorising changes to proceed
  • managing change schedule
  • Assign appropriate Change Authorities to differing areas and Types.
A

CHANGE CONTROL

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16
Q

To minimise the negative impact of incidents by RESTORING normal service operation as quickly as possible

A

INCIDENT MANAGEMENT

17
Q
  • to reduce the likelihood and impact of incidents

- by identifying actual and potential causes of incidents, - managing WORKAROUNDS and KNOWN ERRORs

A

PROBLEM MANAGEMENT

18
Q
  • support the agreed quality of a service
  • by handling all PRE-DEFINED, user-initiated service requests
  • from users or user’s representative
  • also takes care of Standard Change
A

SERVICE REQUEST MANAGEMENT

19
Q
  • capture demand for incident resolution
  • and service request
  • single point of contact
  • NOT there to resolve
  • FOCUS on people and business
  • NOT technical issue
A

SERVICE DESK

20
Q
  • to 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.”
A

SERVICE LEVEL MANAGEMENT