CertifQ

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...

A change of state that has significance for the management of a configuration item A possible event that could cause harm or loss A result for a stakeholder Something created by carrying out an activity Something created by carrying out an activity An output is...

The four dimensions of service management The guiding principles The service value chain Practices The guiding principles The guiding principles can guide organizations in their work as they adopt a service management approach and adapt ITIL guidance to their own specific needs and circumstances.

To align the organization’s practices and services with changing business needs To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and...