Service Delivery & Service Support

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Application Management

Functional Group that responsible for maintaining IT applications throught their lifecycle.

IT Operations Management

Functional Group that responsible for maintaining service level agreements.

Technical Management

Functional Group that responsible for managing the IT infrastructure.

Service Desk

Functional Group that serves as a single point of contact for problems and resolutions.

ITIL Service Strategy

ITIL book defining IT strategy processes.

ITIL Continual Service Improvement

ITIL book defining the process to use information gathered to constantly improve IT services.

ITIL Service Operation

ITIL book describing how IT services can be successfully delivered.

ITIL Service Design

ITIL book establishing the design of the IT organization.

ITIL Service Transition

ITIL book that describes how IT services will be put into use - often project based.

Release and deployment management

Process describing how new services or updates to services will be tested and deployed.

Service asset and configuration management

Process describing how physical assets will be monitored and maintained, along with their configurations.

Change management

Process establishing how changes to the IT services will occur.

Supplier Management

Process establishing how suppliers will be picked and what is to be expected of a supplier.

Strategy management for IT services

Process identifying the business strategy and the IT strategy that can support it.

Information Security Management System

Process that establishes how security will be built into the IT infrastructure and procedures when there are problems.

IT Service Continuity Management

Process that establishes procedures to ensure that IT services can recover from any incident.

Request fulfillment

Process to address requests from users.

Availability Management

Process to determine to whom and when services will be accessible.

Design coordination

Process to ensure consistent IT design throughout the organization.

Service validation and testing

Process to ensure deployed releases and services perform as expected and can be maintained.

Financial Management of IT Services

Process to establish financial resources to be used and how they will be managed.

Business relationship management

Process to establish how the business will interact with the IT organization.

Capacity Management

Process to establish the largest volume that any one service can handle.

Service level Management

Process to establish the metrics to define how much of each service will be delivered.

Change evaluation

Process to evaluate major changes before moving to next phase in their lifecycle.

Knowledge management

Process to gather, store and disseminate information and understanding related to the IT services.

Access management

Process to grant users the ability to use IT services that they are authorized to use.

Service Portfolio Management

Process to identify a group of IT services that should be offered.

Transition planning and support

Process to identify how a project will be planned prior to being built.

Service Catalogue

Process to identify specific implementations of the IT services defined in the Service Portfolio.

Demand Management

Process to identify the level of demand for each IT service there will be.

Event management

Process to monitor IT assets and services and filter the information to make decisions.

Problem management

Process to reduce the amount of incidents that will arise.

Incident management

Process to return IT services back to users as quickly as possible.


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