Which practice has the purpose of making new and changed services and features available for?
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ITIL 4 is an evolution of ITIL V3. Before we start talking about specific processes or practices, it is important to stress that the focus has shifted. ITIL 4 gives us a fresh perspective to service management and emphasizes the customer user experience, the approach to the overall service value system, the service value chain and value streams, and much more. Download the What is ITIL 4 document from the ITSM Academy Resource Center and be sure to read past the first few pages for more information on the new perspective that drives modern service management. The emphasis is on value from the customer user experience and integrated holistic approach. That does not mean that the processes are going away. Today we refer to a process as a "practice". Practices are broader in scope than processes and include all 4 dimensions/resources including the process. Two processes or “practices” that have been decoupled in ITIL 4 are the Deployment Management practice and the Release Management practice. 
Decoupling Deploy and Release Management practices makes it possible to minimize the risk associated with making changes via testing before the change is made visible. Educate & Inspire! Popular posts from this blog I was recently asked to clarify the roles of the Process Owner, Process Manager and Process Practitioner and wanted to share this with you. Roles and Responsibilities: Process Owner – this individual is “Accountable” for the process. They are the goto person and represent this process across the entire organization. They will ensure that the process is clearly defined, designed and documented. They will ensure that the process has a
set of Policies for governance. Example: The process owner for Incident management will ensure that all of the activities to Identify, Record, Categorize, Investigate, … all the way to closing the incident are defined and documented with clearly defined roles, responsibilities, handoffs, and deliverables. An example of a policy in could be… “All Incidents must be logged”. Policies are rules that govern the process. Process Owner ensures that all Process activities, (what to do), Procedures
(details on how to perform the activity) and th People ask me why I think that many designs and projects often fail. The most common answer is from a lack of preparation and management. Many IT organizations just think about the technology (product) implementation and fail to understand the risks of not planning for the effective and efficient use of the four Ps: People, Process, Products (services,
technology and tools) and Partners (suppliers, manufacturers and vendors). A holistic approach should be adopted for all Service Design aspects and areas to ensure consistency and integration within all activities and processes across the entire IT environment, providing end to end business-related functionality and quality. (SD 2.4.2) People: Have to have proper skills and possess the necessary competencies in order to get involved in the provision of IT services. The right skills, the
right knowledge, the right level of experience must be kept current and aligned to the business needs. Products: These are the technology managem Most organizations, especially service management organizations, strive to improve themselves. For those of us leveraging the ITIL® best practices, continual improvement is part of our DNA. We are constantly evaluating our organizations and looking for
ways to improve. To aid in our improvement goals and underscore one of the major components of the ITIL Service Value System , Continual Improvement . AXELOS has updated the ITIL Maturity Model and is offering new ITIL Assessment services. This will enable organizations to conduct evaluations and establish baselines to facilitate a continual improvement program. A while back I wrote an article on the importance of conducting an assessment . I explained the need to understand where you are
before you can achieve your improvement goals. Understanding where you are deficient, how significant gaps are from your maturity objectives, and prioritizing which areas to focus on first are key to successfully improving. One method many organi Which practice are typically involved in the implementation of a problem resolution?Continual improvement 2. Service request management 3. Service level management 4. Change control.
Which is a purpose of the service desk practice?The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
Which practice has the purpose to maximize the number of successful IT changes?The purpose of the change enablement practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed, authorizing changes to proceed, and managing the change schedule.
For which purpose would the continual improvement practice use a SWOT analysis?A SWOT (also known as SLOT) analysis is a powerful strategic planning tool used to evaluate the Strengths, Weaknesses/Limitations, Opportunities and Threats to a project or business. The use of the SWOT model in team meetings and brainstorming sessions can be a great tool for generating ideas and evaluating issues.
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