syllabus criteria LO6 Flashcards
Information security management
The purpose of the information security management practice is to protect the
information needed by the organization to conduct its business. This includes
understanding and managing risks to the confidentiality, integrity, and availability of
information, as well as other aspects of information security such as authentication and
non repudiation.
Relationship management
The purpose of the relationship management practice is to establish and nurture the
links between the organization and its stakeholders at strategic and tactical levels. It
includes the identification, analysis, monitoring, and continual improvement of
relationships with and between stakeholders.
Supplier management
The purpose of the supplier management practice is to ensure that the organization’s
suppliers and their performances are managed appropriately to support the seamless
provision of quality products and services.
IT asset management
The purpose of the IT asset management practice is to plan and manage the full lifecycle of all IT assets , to help the
•maximize value
•control costs
•manage risks
•support decision making about purchase, re use, and retirement of assets
•meet regulatory and contractual requirements.
Monitoring and event management
The purpose of the monitoring and event management practice is to systematically
observe services and service components, and record and report selected changes of
state identified as events.
Release management
The purpose of the release management practice is to make new and changed services
and features available for use
Service configuration management
The purpose of the service configuration management practice is to ensure that
accurate and reliable information about the configuration of services, and the CI s that
support them, is available when and where it is needed. This includes information on
how CIs are configured and the relationships between them.
Deployment management
The purpose of the deployment management practice is to move new or changed
hardware, software, documentation, processes, or any other component to live
environments. It may also be involved in deploying components to other environments
for testing or staging.
Continual improvement
The purpose of the continual improvement practice is to align the organization’s
practices and services with changing business needs through the ongoing improvement
of products, services, and practices, or any element involved in the management of
products and services.
Change enablement
The purpose of the change enablement practice is to maximize the number of
successful service and product changes by ensuring that risks have been properly
assessed, authorizing changes to proceed, and managing the change schedule.
Incident management
The purpose of incident management practice is to minimize the negative impact of
incidents by restoring normal service operation as quickly as possible.
Problem management
The purpose of problem management practice is to reduce the likelihood and impact of
incidents by identifying actual and potential causes of incidents, and managing
workarounds and known errors
Service request management
The purpose of the service request management practice is to support the agreed
quality of a service by handling all pre defined, user initiated service requests in an
effective and user friendly manner
Service desk
The purpose of the service desk practice is to capture demand for incident resolution
and service requests. It should also be the entry point and single point of contact for the
service provider with all of its users.
Service level management
The purpose of the service level management practice is to set clear business based
targets for service levels, and to ensure delivery of services is properly assessed,
monitored, and managed against these targets.
