6. ITIL Services Flashcards
(24 cards)
Protect business information
Confidentiality, Integrity, Availability
Authentication & Non-repudiation
Balance between:
Prevention, Detection, Correction
Information Security Mgmt
establish and nurture links
between Organisation and SHs
strategic and tactical levels
Relationship Mgmt
plan and manage the full lifecycle of IT assets
from Procurement to Retirement
maintain Asset Register
IT Asset Mgmt
Component that needs to be MANAGED in order to deliver service
Configuration Item
Manage suppliers to ensure seamless delivery of products and services
Supplier Mgmt
systematically observe
Pro-active
record and report changes of state
Monitoring and Event Mgmt
any change of state
has significance for the management of a service
or other configuration item (CI)
typically recognised through notifications / monitoring tool
Event
Type of event: No Action Needed
Informational Event
Type of event: Close Monitoring Required
Warning
Type of event: Action Needed!
Exception
Make new and changed services and features AVAILABLE for USE
Release Mgmt
Maintain accurate and reliable information about services and CIs (Configuration Item)
(Service) Configuration Mgmt
Move changes / service / service components from one ENVIRONMENT to another.
Possible types:
Phased approach
Big Bang approach
Deployment Mgmt
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
CONTINUAL IMPROVEMENT
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.
CHANGE CONTROL
