Tag: ITIL

Focus on value Collaborate and promote visibility Think and work holistically Keep it simple and practical Collaborate and promote visibility Collaborate and promote visibility states Insufficient visibility of work leads to poor decision-making, which in turn impacts the organizations ability to improve internal capabilities. It...

A normal change An emergency change A standard change An application change A standard change Fulfilment of service requests may include changes to services or their components. Usually these are standard changes. and standard changes are low-risk, preauthorized changes that are well understood, fully documented,...

Incident management Service request management Service-level management IT asset management Incident management In some extreme cases, disaster recovery plans may be invoked to resolve an incident.

Change enablement Service request management Problem management Incident management The purpose of the service request management practice is to support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner. Each service request may include one...

The purpose of the ________ is to ensure that the organization continually co-creates value with all stakeholders in line with the organization’s objectives. Focus on value guiding principle Four dimensions of service management Service value system Service request management practice Service value system The purpose...

Securing stakeholder engagement Understanding the vision and objectives of the organization Determining where the most positive impact would be Standardizing practices and services Understanding the vision and objectives of the organization The first step of the principle optimize and automate is to understand and agree...

1. It captures information that metrics can be based on 2. It ensures the organization meets defined service levels 3. It defines the workflows for service requests 4. It supports progress discussions 1 and 2 2 and 3 3 and 4 1 and 4 1...

By determining service demand By using a combination of practices By using a single functional team By implementing process automation By using a combination of practices To convert inputs into outputs, the value chain activities use different combinations of ITIL practices.

Details of how services are measured Accurate and carefully analyzed data An up-to-date balanced scorecard A recent maturity assessment Accurate and carefully analyzed data Accurate data, carefully analyzed and understood, is the foundation of fact-based decision-making for improvement. The continual improvement practice should be supported...

To ensure that accurate and reliable information about the configuration of services is available when and where it is needed. To systematically observe services and service components and record and report selected changes of state. To protect the information needed by the organization to conduct...