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ITIL PRACTICES > ITIL Rnd2 > Flashcards

Flashcards in ITIL Rnd2 Deck (18)
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1

What is a practice?

a set of ORGANIZATIONAL SERVICES designed for performing work or ACCOMPLISHING AN OBJECTIVE.

2

Change enablement

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.

3

Deployment management

the practice of moving new or changed HARDWARE, SOFTWARE, documentation, processes, or any other service component TO LIVE environments.

4

Incident management

the practice of MINIMIZING the NEGATIVE IMPACTS of incidents by RESTORING normal SERVICE operation as QUICKLY as possible.

5

Information security management

the practice of PROTECTING an organization by understanding and MANAGING RISKS to the confidentiality, integrity, and availability of information.

6

IT asset management

the practice of planning and managing the full LIFECYCLE of all information technology (IT) assets

7

Monitoring and event management

systematically observing SERVICES and service components, and recording and reporting selected changes of state identified as events.

8

Problem management

REDUCING THE LIKLIHOOD and impact of incidents by IDENTIFYING ACTUAL and potential CAUSES of incidents, and managing workarounds and known errors.

9

A problem

a cause, or potential cause, of one or more incidents.

10

An incident is

an unplanned interruption to a service or reduction in the quality of a service.

11

A workaround is

a solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not
yet available.

12

A known error is

a problem that has been analyzed but has not been resolved.

13

Relationship management is the practice of

establishing and NURTURING links between an organization and its stakeholders at strategic and tactical levels.

14

Release management is the practice of

making new and changed SERVICES and FEATURES available for USE.

15

Service configuration management is

the practice of ensuring that ACCURATE and RELIABLE information about the configuration of services, and the configuration items that

16

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

17

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.

18

Supplier management is the practice of

ensuring that an organization’s SUPPLIERS and their performance levels are managed appropriately to support the provision of SEAMLESS quality products and services.