7 - ITIL Practices Flashcards
(21 cards)
7 Steps of Continual Improvement Model
What is the vision? - GOALS, OBJECTIVES
Where are we now? BASELINE
Where do we want to be? TARGET
How do we get there? PLAN
Take action - EXECUTE
Did we get there? CHECK
How do we keep the momentum going?
Type of Change:
pre-authorised
could be part of service request
low risk
Standard Change
Type of Change:
raised through RFC
needs to be scheduled
needs to be authorised
Normal Change
Type of Change:
- test and authorisation might be expedited
Emergency Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Change
How do you prioritise Incident?
In line with business impact + urgency
Unplanned interruption to a service or reduction in the quality of a service
Incident
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 Type
CHANGE CONTROL
or previously called: Change Enablement
To minimise the negative impact of incidents by RESTORING normal service operation as quickly as possibl
INCIDENT MANAGEMENT
to reduce the likelihood and impact of incidents
by identifying actual and potential causes of incidents,
managing WORKAROUNDS and KNOWN ERRORs
PROBLEM MANAGEMENT
A cause, or potential cause, of one or more incidents
Problem
A problem that has been ANALYSED and has not been resolved
Known Error
Three Phases of Problem Management
Problem Identification
(log, categorise, prioritise)
Problem Control
(analysis, finding workaround, logging in KEDB)
Error Control
(Change control, fix, post problem review for KB and Continual Improvement)
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
Well understood and predictable, they can be pre-defined as part of NORMAL service
SERVICE REQUEST MANAGEMENT
request from a user or user’s AUTHORISED REPRESENTATIVE that initiates a SERVICE ACTION
that has been agreed as a normal part of service delivery
Service Request
capture demand for incident resolution
and service request
single point of contact
FOCUS on people and business
NOT technical issue
Service Desk
Skills needed for this practice:
* Empathy
* Incident analysis
* Incident prioritization
* Effective communications
* Emotional intelligence
Incident Management
to set SLA
monitor if we’re delivering as per set level of expectation
delivering, measuring end-to-end
Service Level Management
The following are the qualities of ____ ?
Must relate to a defined service in the Service Catalogue
Must relate to customers’ outcomes, not just operational metrics. A collection of relevant metrics is usually required
The agreement must involve all stakeholders including partners, sponsors, users and customers
Must be written in plain language and be easy to understand
Achieve an end-to-end view of services
Service Level Agreement (SLA)
any change of state
has significance for the management of a service
or other configuration item (CI)
typically recognised through notifications / monitoring tool
Event
