ITIL 4 Study Cards - All 34 Practices

A group of practices in ITIL 4 that contains 17 / 34 of the total practices.

Service Management Practices (SMP)

General HINTS

Hint:

"Ensures..." or "Establishes" = Type of Management*

"Analyzes..." = Type of Analysis

"Designs" = Design

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Ensures that services deliver agreed levels of availability to meet the needs of customers and users. (SMP)

Availability Management (SMP)

Analyzes business processes and requirements to ensure services meet business needs. (SMP)

Business Analysis (SMP)

Ensures services and components perform as expected and meet performance and capacity targets. (SMP)

Capacity and Performance Management (SMP)

Maximizes the number of successful changes by assessing risks and authorizing change implementation. (SMP)

Change Enablement (SMP)

Minimizes the negative impact of incidents by restoring service as quickly as possible. (SMP)

Incident Management (SMP)

Plans and manages the full lifecycle of all IT assets to maximize value and control costs and risks. (SMP)

IT Asset Management (SMP)

Systematically observes services and components, and records and manages events to identify normal and exceptional conditions. (SMP)

Monitoring and Event Management (SMP)

Reduces the likelihood and impact of incidents by identifying and managing causes and workarounds. (SMP)

Problem Management (SMP)

Makes new and changed services and features available for use in a controlled manner. (SMP)

Release Management (SMP)

Provides a single source of consistent information on all services and ensures availability to the relevant audience. (SMP)

Service Catalog Management (SMP)

Ensures accurate and reliable information about the configuration of services and components is available. (SMP)

Service Configuration Management (SMP)

Ensures service availability and performance during and after a disruption. (SMP)

Service Continuity Management (SMP)

Designs products and services that are fit for purpose, fit for use, and can be delivered by the organization. (SMP)

Service Design (SMP)

Captures demand for incident resolution and service requests, and is the primary point of contact for service consumers. (SMP)

Service Desk (SMP)

Sets clear business-based targets for service performance, and ensures service delivery meets those targets. (SMP)

Service Level Management (SMP)

Handles all predefined, user-initiated service requests in an effective and user-friendly manner. (SMP)

Service Request Management (SMP)

Ensures new or changed products and services meet defined requirements before being released. (SMP)

Service Validation and Testing (SMP)

A group of practices in ITIL 4 that contains 14 / 34 of the total practices.

General Management Practices (GMP)

Provides an understanding of all the different elements that make up an organization and how those elements interrelate. (GMP)

Architecture Management (GMP)

Aligns the organization's practices and services with changing business needs through ongoing identification and improvement of services, practices, and all elements involved. (GMP)

Continual Improvement (GMP)

Protects information needed by the organization to conduct its business by managing risks relating to confidentiality, integrity, and availability. (GMP)

Information Security Management (GMP)

Maintains and improves the effective, efficient, and convenient use of information and knowledge across the organization. (GMP)

Knowledge Management (GMP)

Supports good decision-making and continual improvement by collecting, analyzing, and reporting on relevant data and information. (GMP)

Measurement and Reporting (GMP)

Ensures that changes in an organization are smoothly and successfully implemented, and that lasting benefits are achieved by managing the human aspects of change. (GMP)

Organizational Change Management (GMP)

Ensures the organization has the right mix of programs, projects, products, and services to achieve its strategic objectives. (GMP)

Portfolio Management (GMP)

Ensures that all projects in the organization are successfully delivered. (GMP)

Project Management (GMP)

Establishes and nurtures the links between the organization and its stakeholders at strategic and tactical levels. (GMP)

Relationship Management (GMP)

Ensures the organization understands and effectively handles risks. (GMP)

Risk Management (GMP)

Supports the organization's strategies and plans for service management by ensuring financial resources and investments are used effectively. (GMP)

Service Financial Management (GMP)

Formulates the goals of the organization and identifies ways to achieve them. (GMP)

Strategy Management (GMP)

Ensures the organization's suppliers and their performances are managed appropriately to support the provision of seamless, quality products and services. (GMP)

Supplier Management (GMP)

A group of practices in ITIL 4 that contains 3 / 34 of the total practices.

Technical Management Practices (TMP)

The practice of moving new or changed hardware, software, documentation, processes, or any other component to live environments.

Deployment Management

The practice of overseeing the technology infrastructure and platforms used by the organization.

Infrastructure and Platform Management

The practice of ensuring that applications meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.

Software Development and Management