Tag: ITIL

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.

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...