Tag: ITIL V 4

An addition or modification that could have an effect on services Any change of state that has significance for the management of a configuration item A cause or potential cause of one or more incidents An unplanned reduction in the quality of a service A...

Contracts and agreements Type of cooperation with suppliers Corporate culture of the organization Level of formality Corporate culture of the organization Corporate culture some organizations have a historical preference for one approach over another. Long-standing cultural bias is difficult to change without compelling reasons.

Ensure suppliers include details of their approach to service improvement in contracts Require evidence that the supplier uses agile development methods Require evidence that the supplier implements all improvements using project management practices Ensure that all supplier problem management activities result in improvements When contracting...

It should be diagnosed to identify possible solutions It should be prioritized based on its potential impact and probability It should be resolved so that it can be closed It should have a workaround to reduce the impact It should be prioritized based on its...

Optimize and automate Start where you are Focus on value Progress iteratively with feedback Progress iteratively with feedback Progress iteratively with feedback recommends comprehending the whole but do something. Sometimes the greatest enemy to progressing iteratively is the desire to understand and account for everything....

A customer is the role that defines the requirements for a service and takes responsibility for the ________ of service consumption. Outputs Outcomes Costs Risks Outcomes The customer role defines the requirements for a service and takes responsibility for the outcomes of service consumption.

Supplier management Deployment management Problem management Incident management Incident management The purpose of the incident management practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.

It provides a link with stakeholders at strategic and tactical levels It carries out change assessment and authorization It investigates the cause of incidents It needs a practical understanding of the business processes It needs a practical understanding of the business processes Another key aspect...

Compliments and complaints Self-service tools Processes and procedures Incident management Processes and procedures Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice.

Known error is a problem that has been analyzed but has not been resolved. A known error is the cause of one or more problems. Known errors cause vulnerabilities, problems cause incidents. Known errors are managed by technical staff, problems are managed by service management...