7.1 Explain the following ITIL practices in detail, excluding how they

Which incidents should be logged

Every incident should be logged

Problem management

3 distinct phases:

Problem identification

problem control

error control

service level agreement (SLA)

to measure the performance of services form a customers point of view

‘what is the vision’ step

each improvement initiative should support the organizations goals and objectives

identify high level direction of the initiative, but it is not important to define metrics, the current process, or the detailed steps of how to achieve your objective yet

‘Where do you want to be’ step

focused on defining the goal for the organization based on the vision and putting into terms what can be measured and quantified (such as critical success factors and key performance indicators

normal change

A change that needs to be assessed, authorized, and scheduled by a change authority

‘know error’

a problem that has been analyzed but has not been resolved

deliver and support

ensures users continue to be productive when they need assistance from the service provider

Engage

focuses on problems that have significant impact on services will be visible to customers and users. In some cases customers may wish to be involved in problem prioritization, and the status and plans for managing problems should be communicated.

Workarounds are often presented to users via a service portal

Design and transition

Standard changes to services can be initiated and fulfilled as service requests

‘improve’ activity

ensures continual improvement of products, services, and practices across all value chain activities and the four dimensions of service management

the analysis of data to identify opportunities to provide new service request options

contributes to improvement by providing trend, quality, and feedback information about fulfillment of requests

‘engage’ activity

collects and processes feedback from customers and users