ITIL Foundation V3

The unknown cause of one or more incidents

The SLA identifies measurable benchmarks, called metrics, which provide an ongoing means of assessing progress. Answer Explanation: The SLA is a written agreement between the IT service provider and the IT customers that defines the key services and responsibilities of both parties. It is backed up by measurable benchmarks that provide a means of assessing progress.

- filtering and recording the Requests for Change (RFCs)
- assessing the impact of change
- obtaining approval of Change Advisory Board (CAB)
- coordinating and implementing the change
- reviewing and closing Requests for Change (RFCs)
- managing reporting

The ongoing tasks of Service Level Management include the frequent monitoring and review of Service Level Agreements (SLAs) and the initialization of a Service Improvement Program (SIP). The SIP is a formal plan developed for use when the IT service provider is not delivering a service that meets the requirements of the business. The purpose of the SIP is to provide better quality and productivity.

A problem is an unidentified cause of an incident or incidents; whereas, a known error is a problem that has been effectively analyzed and steps have been taken to correct the error

Incidents Problems Questions Change requests History and solutions

- Problem control
- Error control
- Prevention of problems
- Identification of trends
- Obtain information from Problem Management data
- Complete review of major problems

Modeling is used to make predictions about the behavior of the infrastructure and to determine capacity requirements based on a given volume and variety of work. Modeling can be beneficial to any of the three sub-processes in Capacity Management. Resource Capacity Management is responsible for the management of the individual components within the infrastructure. Business Capacity Management focuses on the long term business requirements. Service Capacity Management focuses on the current provision of IT services

Incident Management outputs are restored or closed incidents, management information, service quality maintenance, improved productivity, user satisfaction, requests for change, updated incident reports, user communication, and workarounds. Examples of outputs could be results such as a first-line fix within the service level agreement, a reduction in the cost of handling incidents, an improved survey score, a reduction in call-waiting time for customers, or a reduction in unavailability or time to fix.

Event is defined as an expected or unexpected change of state of an IT component that could or is negatively impacting delivery of IT services. Events are typically notifications created by an IT service, Configuration Item (CI) or a monitoring tool.

An Incident refers to an unplanned interruption to an IT service or a reduction in the quality of an IT service.

An alert is a warning that a threshold has been reached, something has changed, or a Failure has occurred. Alerts are often created and managed by System Management tools and managed by the Event Management Process. The Objective is to notify the concerned Stakeholders so that an action could be taken to correct the situation.

A service request is a generic description for many varying types of demands that are placed upon the IT Department by the users. Many of these requests are actually small changes – low risk, frequently occurring, low cost, etcetera. Their scale and frequency, low-risk nature means that they are better handled by a separate process, rather than being allowed to congest and obstruct the normal Incident and Change Management processes and so are typically handled in the request fulfillment process. Some common Examples are: · A request to change a password or unlock accounts. · A request to install an approved software application onto a particular PC, · A request to relocate desktop equipment

A workaround is a temporary way to restore service failures to a usable level. The workarounds are used for reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is not yet available. Workarounds could be found while trying to resolve incidents or problems. Workarounds for Incidents that do not have associated Problem Records are documented in the Incident Record and Workarounds for Problems are documented in Known Error Records.

A means of delivering value to Customers by facilitating OutcomesCustomers want to achieve without the ownership of specific Costs and Risks.