ITIL Practices
Supplier Management
The practice of ensuring that an organization's suppliers and their performance levels are managed appropriately to support the provision of seamless quality products and services.
Deployment Management
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
IT Asset Management
The practice of planning and managing the full lifecycle of all IT assets.
Information Security Management
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity, and availability of information.
Problem Management
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
Service Level Management
The practice of setting clear business-based targets for service performance so that the delivery of a service can be properly assessed, monitored, and managed against these targets.
Monitoring and Event Management
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.
Problem
A cause, or potential cause, of one or more incidents.
Incident
An unplanned interruption to a service or reduction in the quality of a service
Configuration Item
Any component that needs to be managed in order to deliver an IT service.
IT Assets
Any financially valuable component that can contribute to the delivery of an IT product or service.
Incident Management
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.
Known Error
A problem that has been analyzed but has not been resolved.
Service Request Management
The practice of supporting the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user- friendly manner.
Change
The addition, modification, or removal of anything that could have a direct or indirect effect on services.
Event
Any Change of state that has significance for the management of a service or other configuration item (CI). Events are typically recognized through notifications created by an IT service, CI, or monitoring tool.
Continual Improvement
The practice of aligning an organization's practices and services with changing business needs through the ongoing identification and improvement of all elements involved in the effective management of products and services.
Service Desk
The practice of capturing demand for incident resolution and service requests.
Service Configuration Management
The practice of ensuring that accurate and reliable information about the configuration of services, and the configuration items that support them, is available when and where needed.
Change Control
The practice of ensuring that risks are properly assessed, authorizing changes to proceed and managing a change schedule in order to maximize the number of successful IT changes.
Relationship Management
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.
Release Management
The practice of making new and changed services and features available for use.
