Category: ITIL V4 Foundation

A user requests the delivery of a laptop A monitoring tool detects a change of state for a service Trend analysis shows a large number of similar incidents Continual improvement needs to prioritize an improvement opportunity Trend analysis shows a large number of similar incidents...

Focus on value Start where you are Collaborate and promote visibility Progress iteratively with feedback Start where you are The guiding principle start where you are advises having a proper understanding of the current state of services and methods is important to selecting which elements...

The implementation of a planned new release of a software application A low-risk computer upgrade implemented as a service request The implementation of a security patch to a critical software application A scheduled major hardware and software implementation The implementation of a security patch to...

Service desk Service-level management Service request management Service configuration management Service-level management Service-level management provides the end-to-end visibility of the organizations services. To achieve this, service-level management captures and reports on service issues, including performance against defined service levels.

Keep it simple and practical Optimize and automate Progress iteratively with feedback Focus on value Focus on value This section is mostly focused on the creation of value for service consumers This value may come in various forms, such as revenue, customer loyalty, lower cost,...

Improve Engage Obtain or build Plan Plan The purpose of the plan value chain activity is to ensure a shared understanding of the vision, current status, and improvement direction for all four dimensions and all products and services across the organization.

To help identify problems To escalate incidents to the correct support team To ensure effective handling of service requests To engage the correct change authority To help identify problems Problem identification activities identify and log problems. These include detection of duplicate and recurring issues by...

Relationship management IT asset management Release management Service desk IT asset management The purpose of the IT asset management practice is to plan and manage the full life cycle of all IT assets to help the organization maximize value, control costs, manage risks.

To help automated matching of incidents to problems or known errors To identify which support team the incident should be escalated to To ensure that incidents with the highest business impact are resolved first To encourage a high level of collaboration within and between teams...

It reduces the number of metrics that need to be collected It reports each service element separately It provides an outcome-based view of services It facilitates the automatic collection of metrics It provides an outcome-based view of services They should relate to defined outcomes and...