Tag: ITIL Foundation

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...

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.