Exin ITILFND - ITIL – Foundation (v4)

An addition or modification that could have an effect on services

Any change of state that has significance for the management of a configuration item

A cause or potential cause of one or more incidents

An unplanned reduction in the quality of a service

Information should always be communicated

It has an intended purpose or a resultant action

D18912E1457D5D1DDCBD40AB3BF70D5D

Meetings are always the best method of communication

It is stored in the configuration management system

The ‘improve’ value chain activity

An overall plan

Customer requirements

Feedback loops

It determines the priority assigned to the incident

It determines how the service provider is perceived

It helps direct the incident to the correct support area

It ensures that incidents are resolved in timescales agreed with the customer

Service management

Warranty

Cost

Utility

It optimizes overall business risk

It optimizes financial exposure

It ensures that all changes are authorized by the change advisory board (CAB)

It ensures that service requests follow the normal change management process

Change management, service asset and configuration management, release and deployment

management

Change management, capacity management, event management, service request management

Service level management, service portfolio management, service asset and configuration management

Service asset and configuration management, release and deployment management, request fulfillment

Coordinated authorities and responsibilities

Organizational silos

Interfaces among practices

Organizational agility

Service level management

Relationship management

Continual improvement

Service desk

An incident

A problem

A change

An event