Practices Flashcards
What are the 15x ITIL Practices?
a) Information security management (5.1.3)
b) Relationship management (5.1.9)
c) Supplier management (5.1.13)
d) IT asset management (5.2.6)
e) Monitoring and event management (5.2.7)
f) Release management (5.2.9)
g) Service configuration management (5.2.11)
h) Deployment management (5.3.1)
i) Continual improvement (5.1.2)
j) Change enablement (5.2.4)
k) Incident management (5.2.5)
l) Problem management (5.2.8)
m) Service request management (5.2.16)
n) Service desk (5.2.14)
o) Service level management (5.2.15)
sets of organizational resources designed for
performing work or accomplishing objectives.
They are in essence all capabilities and resources
a service provider needs to enact processes and
procedures.
Practices
The purpose of the _______________________________
is to align the organizations practices and services
with changing business needs through the ongoing
improvement of products, services, and practices,
or any element in the management of products and
services.
This practice will most heavily contribute to Plan, Improve, Engage, Design and
Transition, Obtain/Build, Deliver and Support
continual improvement practice
The purpose of the _______________ is
to protect the information needed
by the organization to conduct its
business
This practice will most heavily contribute to Plan,
Improve, Engage, Design and Transition, Obtain/
Build, Deliver and Support
information
security management practice
The purpose of the organizational
_________________________________
is to ensure that changes in an
organization are smoothly and
successfully implemented, and
that lasting benefits are achieved
by managing the human aspects of
changes.
This practice will most heavily contribute to
Improve
change management practice
The purpose of the _______________________________ is to ensure
that all projects in the organization
are successfully delivered. Most common methods are waterfall and Agile
This practice will most heavily contribute to Design
and Transition, Obtain/Build
project
management practice
The purpose of the ________________________________ is to establish
and nurture the links between
organization and its stakeholders at
strategic and tactical levels.
This practice will most heavily contribute to Plan,
Improve, Engage, Design and Transition
relationship
management practice
The purpose of the __________________________________ is to ensure
that the organization’s suppliers
and their performances are
managed appropriately to support
the seamless provision of quality
products and services.
This practice will most heavily contribute to Plan,
Improve, Engage, Design and Transition, Obtain/
Build, Deliver and Support
supplier
management practice
The purpose of the ________________________________is to maximise
the number of successful service
and product changes by ensuring
that risk have been properly
assessed, authorizing changes
to proceed, and managing the
change schedule.
“_____________” - the addition, modification, or removal
of anything that could have a direct or indirect
effect on services.
This practice will most heavily contribute to Design
and Transition, Obtain/Build, Improve
change
enablement practice
Change
The purpose of the _____________________is to minimise
the negative impact of incidents by
restoring normal service operation
as quickly as possible.
“____________” – an unplanned interruption to a service
or reduction in quality of that service.
This practice will most heavily contribute Engage,
Deliver & Support
________________ is when we get together with a group of subject matter experts and share best practices, and try to resolve tickets as quickly as possible by collaborating. In some cases, if the service desk technician cannot resolve the issue on their own, they will route and escalate the troubled ticket to a more experienced, functional, specialized team. This incident ticket is looked at by the appropriate team and that way they can resolve it in a quicker manner.
incident
management practice
Incident
Swarming
The purpose of the _____________________________ is to plan
and manage the fully lifecycle of all
IT assets to help the organization
maximize value, control costs,
manage risks, support asset lifecycle
decision making and meet regulatory
and contractual requirements.
________________ is financially valuable component. And it contributes to the delivery of products and services
This practice will most heavily contribute to Design
and Transition, Obtain/Build
IT asset
management practice
IT Asset
The purpose of the _______________________________- process is
to systematically observe service
components, and record and report
selected changes of state identified
as events.
“_____________” – any change of state that has significance
for the management of a service or other
configuration item. __________ are typically recognized
through notifications created by an IT service, CI or
a monitoring tool.
This practice will most heavily contribute to Deliver
and Support
monitoring
and event management
Event
The purpose of the ____________________ is to reduce
the likelihood 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
“Known error” – a problem that has been analyzed
but has not been resolved
“Workaround” – a solution that reduces or
eliminates the impact of an incident or problem for
which a full resolution is not yet available. Some
workarounds reduce the likelihood of incidents
There are 3 phases of ________________________:
1. Problem identification
2. Problem control
3. Error control
This practice will most heavily contribute to Deliver
and Support, Improve
problem
management practice
Problem
Problem management
The purpose of the ______________ is to make
new and changed services and
features available for use.
“_______________” – a version of a service or other
configuration item, or a collection of configuration
items, that is made available for use
release
management practice
Release
The purpose of the __________________________________
is to ensure that accurate and
reliable information about the
configuration of services, and the
CIs that support them, is available
when and where it is needed. This
includes information on how CIs
are configured and the relationships
between them.
“Configuration Item” – any component that needs
to be managed in order to deliver an IT service
“Configuration Management System” – a set of
tools, data and information that is used to support
service configuration management
This practice will most heavily contribute to Design
& Transition, Obtain/Build
service
configuration management practice
