Most important practices (19)

• practice

  set of organizational resources designed to preform work or accomplish an objective
• !Continual Improvement !(is a practice)

  1. Happens everywhere in the org.
  2. ideas need to be reprioritized when new ones are added
  3. responsibility of everyone
  4. All 4 dimensions need to be considered during any improvement

  Phrases that correlate:

  what is the vision?

  where are we now?

  where do we want to be?

  how do we get there?
• !change enablement!

  maximize the number of successful changes through proper risk assessment and minimize the negative impact of failed changes.

  Types:

  standard: pre-authorized, low risk, low cost, service requests

  normal: authorization depends on what kind of change it is.

  emergency: needs rapid actions
• !Incident Management

  minimize negative impacts of incidents by restoring normal operation asap.

  incident: unplanned interruption or reduction of quality, must be logged, must be prioritized and managed through their life cycle. use the same categorization as problem tickets. swarming may help with complex issues.

  major incidents: need a separate procedure
• !problem management

  reduce likelihood of recurring incidents by identifying root causes and eliminating.

  problem: unknown cause of one or more incidents

  known error: a problem with a known root case but no solution yet

  workaround: alternate solution, reduce impact

  phases: problem identification > problem control > error control
• !service desk

  capture demand for incidents and service requests, single point of contact between service providers and users
• !service level management

  set clear business based targets for service performance so that the delivery of a service can be measured properly

  sla: agreement between customer and service provider

  ola : agreement between different units of the same organization

  uc: agreement between service provider and external supplier
• !service request management

  support the agreed quality of services by handling all pre-defined user-initiated service requests

  service request: a formal request for something other than incident resolution

  steps to fulfill should be well known. when defining new workflows, try to reuse already existing ones