Category: ITIL V4 Foundation

Service requests are part of normal service delivery Complaints can be handled as service requests Service requests result from a failure in service Normal changes should be handled as service requests 1 and 2 2 and 3 3 and 4 1 and 4 1 and...

Progress iteratively with feedback Focus on value Think and work holistically Keep it simple and practical Keep it simple and practical The purpose of keep it simple and practical is to always use the minimum number of steps to accomplish an objective.

A service request A configuration item (CI) An incident An IT asset A configuration item (CI) A configuration item is any component that needs to be managed in order to deliver an IT service.

As a change request As a service request As an event As a problem As a problem One of the problem identification activities is to identify and log problems, that is to raise a problem record during major incident, and identify the risk of an...

Service-level management Service-configuration management Relationship management Continual improvement 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 identification and improvement of services, service components, practices, or any element involved in...

A self-help tool The incident priority A change schedule The incident category The incident category Typically, the routing is based on the incident category, which should help to identify the correct team. More complex incidents will usually be escalated to a support team for resolution.

An IT asset A customer A configuration item (CI) A user A customer A customer is a person who defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Start from where you are Progress iteratively with feedback Think and work holistically Keep it simple and practical Think and work holistically Holistic approach to service management includes establishing an understanding of how all the parts of an organization work together in an integrated way....

In every initiative In relationships with all stakeholders Except in specific initiatives where the principle is relevant Only in specific stakeholder relationships where the principle is relevant 1 and 2 2 and 3 3 and 4 1 and 4 1 and 2 The guiding principles...

A change that needs to be scheduled, assessed, and authorized following a defined process A change that is typically implemented as a service request A high-risk change that needs approval A change that must be implemented as soon as possible A change that is typically...