Flashcards in ITIL Rnd2 Deck (18)
What is a practice?
a set of ORGANIZATIONAL SERVICES designed for performing work or ACCOMPLISHING AN OBJECTIVE.
ensuring that RISKS are properly ASSESSED authorizing changes to proceed and managing a change schedule in order to maximize the number of successful service and products changes.
the practice of moving new or changed HARDWARE, SOFTWARE, documentation, processes, or any other service component TO LIVE environments.
the practice of MINIMIZING the NEGATIVE IMPACTS of incidents by RESTORING normal SERVICE operation as QUICKLY as possible.
Information security management
the practice of PROTECTING an organization by understanding and MANAGING RISKS to the confidentiality, integrity, and availability of information.
IT asset management
the practice of planning and managing the full LIFECYCLE of all information technology (IT) assets
Monitoring and event management
systematically observing SERVICES and service components, and recording and reporting selected changes of state identified as events.
REDUCING THE LIKLIHOOD and impact of incidents by IDENTIFYING ACTUAL and potential CAUSES of incidents, and managing workarounds and known errors.
a cause, or potential cause, of one or more incidents.
An incident is
an unplanned interruption to a service or reduction in the quality of a service.
A workaround is
a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not
A known error is
a problem that has been analyzed but has not been resolved.
Relationship management is the practice of
establishing and NURTURING links between an organization and its stakeholders at strategic and tactical levels.
Release management is the practice of
making new and changed SERVICES and FEATURES available for USE.
Service configuration management is
the practice of ensuring that ACCURATE and RELIABLE information about the configuration of services, and the configuration items that
Service level management is the practice of
setting CLEAR business-based TARGETS for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets
Service request management is the practice of
supporting the AGREED QUALITY of a service by handling all pre-defined, user-initiated service requests in an effective and USER-FRIENDLY MANNER.