7 ITIL practices in detail

Question 1

Continual Improvement

Answer 1

Align The organizations practices and services with changing business needs through the ongoing identification and improvement of services, service, components and practices

Question 2

Change Control

Answer 2

Maximise the number of successful it changes by ensuring that risks have been properly assessed, authorising changes to proceed and managing a schedule

Question 3

Incident management

Answer 3

Minimise the negative impact of incidents by restoring normal service operation as quickly as possible

Question 4

Problem Management

Answer 4

Reduce the likelihood and impact of incidents by identifying the actual and potential causes of incidents and managing workarounds and known errors

Question 5

Service request management

Answer 5

Supports the agreed quality of a service by handling all pre-defined user-initiated service request In an effective and user friendly manner

Question 6

Service Desk

Answer 6

To capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users

Question 7

Service Level Management

Answer 7

To set clear business based targets for service performance so that the delivery of a service can be properly assessed and monitored and managed against these targets