7 Understand 7 ITIL Practices Flashcards
17 questions (30 cards)
a structured approach to implementing improvements
continual improvement model
Use of this increases the likelihood that ITSM initiatives will be successful, puts a strong focus on customer value, and ensures that improvement efforts can be linked back to the organization’s vision
continual improvement model
This supports an iterative approach to improvement, dividing work into manageable pieces with separate goals that can be achieved incrementally
continual improvement model
-Business vision, mission, goals, and objectives
-perform baseline assessments
-define measurable targets
-define the improvement plan
-execute improvement actions
-evaluate metrics and KPIs
steps of the continual improvement model
database or structured document to track and manage improvement ideas from identification through to final action
continual improvement register (CIR)
a description of a proposed change used to initiate change enablement
request for change (RFC)
a person or group responsible for authorizing a change
change authority
a low-risk, pre-authorized change that is well understood and fully documented, and which can be implemented without needing additional authorization
standard change
a change that must be scheduled, assessed, and authorized following a process
normal change
a change that must be introduced as soon as possible
emergency change
a calendar that shows planned and historical changes
change schedule
a repeatable approach to the management of a particular type of change
change model
a review after the implementation of a change, to evaluate success and identify opportunities for improvement
post-implementation review (PIR)
an incident with significant business impact, requiring immediate coordinated resolution
major incident
a technique to help manage incidents, which involves many different stakeholders working together initially, until it becomes clear which of them is best placed to continue and which can move on to other tasks
swarming
a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some reduce the likelihood of incidents
workaround
activities that identify and log problems
problem identification
Includes performing trend analysis of incident records; detection of duplicate and recurring issues by users, service desk, and technical support staff
problem identification
During major incident management, this includes identifying a risk that an incident could recur; analyzing information received from suppliers and partners; and analyzing information received from internal software developers, test teams, and project teams
problem identification (within problem management)
_______ _________ activities include problem analysis, and documenting workarounds and known errors
problem control
managing known errors; usually means that faulty components have been identified
error control
Includes identification of potential permanent solutions which may result in a change request for implementation of a solution, but only if this can be justified in terms of cost, risks, and benefits
error control
a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of a service delivery
service request
______ _______ management handles all pre-defined, user-initiated service requests in an effective and user-friendly manner
service request management
