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level: Practices

Questions and Answers List

level questions: Practices

Question	Answer
A request from a user, or a user’s authorized representative, that initiates a service action agreed as a normal part of service delivery.	Service Request
The practice of ensuring risks are properly assessed, authorizing changes to proceed, and managing a change schedule in order to maximize the number of successful IT changes.	Change Control/Enablement Practice
The addition, modification, or removal of anything that could have a direct or indirect effect on services.	Change
A person or group responsible for authorizing a change.	Change Authority
A calendar that shows planned and historical changes.	Change Schedule
A repeatable approach to the management of a particular type of change.	Change Model
A change that need to be scheduled, assessed and authorised following a pre-determined process	Normal Change
A low risk, pre-approved change that is well-understood, fully documented and can be implemented without additional authorisation	Standard Change
A change that must be implemented as soon as possible such as resolving an incident or implementing a security patch. They may require additional change authority.	Emergency Change
The practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible.	Incident Management Practice
An unplanned interruption to a service, or reduction in the quality of a service.	Incident
The practice of planning and managing the full lifecycle of all IT assets until the end of their lifespan	IT Asset Management Practice
Any valuable component that can contribute to the delivery of an IT product or service.	IT Asset
The practice of systematically observing services and service components, and recording and reporting selected changes of state identified as events.	Monitoring and Event Management Practice
Any change of state that has significance for the management of a service or other configuration item.	Event
The practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.	Problem Management Practice
A cause, or potential cause, of one or more incidents.	Problem
A problem that has been analysed but has not been resolved.	Known Error
The practice of making new and changed services and features available for use.	Release Management Practise
A version of a service or other configuration item, or a collection of configuration items, that is made available for use.	Release
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.	Service Configuration Management Practice
Any component that needs to be managed in order to deliver an IT service.	Configuration Item (CI)
An arrangement of configuration items (CIs) or other resources that work together to deliver a product or service. Can also be used to describe the parameter settings for one or more CIs.	Configuration
The practice of capturing demand for incident resolution and service requests.	Service Desk Practice
The point of communication between the service provider and all of its users.	Service Desk
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.	Service Level Management Practice
A set of measurable parameters defining expected or achieved service quality.	Service Level
A documented agreement between a service provider and a customer that identifies required and expected levels of service	Service Level Agreement (SLA)
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.	Service Request Management Practice
A request from a user, or a user’s authorized representative, that initiates a service action agreed as a normal part of service delivery.	Service Request
The practice of moving new or changed hardware, software, documentation, processes, or any other service component to another (live) environment.	Deployment Management Practice
The movement of any service component into any environment.	Deployment
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.	Continual Improvement Practice
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. They sometimes reduce the likelihood of incidents.	Workaround
The practice of ensuring that an organization’s suppliers and their performance are managed appropriately to support the provision of seamless, quality products and services.	Supplier Management Practice
A role responsible for maintaining good relationships with one or more customers.	Business Relationship Manager (BRM)
The practice of establishing and nurturing links between an organization and its stakeholders at strategic and tactical levels.	Relationship Management Practice
The practice of protecting an organization by understanding and managing risks to the confidentiality, integrity and availability of information.	Information Security Management Practice
A description of a proposed change used to initiate change control	Request for Change (RFC)