ITIL Exam Dumps - Exin-ITIL Questions and Answers

• Emergency changes. These are changes that must be implemented as soon as possible; for example, to resolve an incident or implement a security patch. Emergency changes are not typically included in a change schedule, and the process for assessment and authorization is expedited to ensure they can be implemented quickly. As far as possible, emergency changes should be subject to the same testing, assessment, and authorization as normal changes, but it may be acceptable to defer some documentation until after the change has been implemented, and sometimes it will be necessary to implement the change with less testing due to time constraints. There may also be a separate change authority for emergency changes, typically including a small number of senior managers who understand the business risks involved.”

https://itsm.tools/why-what-change-management/#:~:text=Emergency%20changes. &text=Emergency%20changes%20are%20not%20typically,they%20can%20be%20implemented%20quickly.

Think and work holistically

No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.

https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=5.,rather%20than%20as%20separate%20parts .

There are many ways in which practices and services can be optimized. Regardless of the specific techniques, the path to optimization follows these high-level steps:

• Understand and agree the context in which the proposed optimization exists
• Assess the current state of the proposed optimization
• Agree what the future state and priorities of the organization should be, focusing on simplification and value
• Ensure the optimization has the appropriate level of stakeholder engagement and commitment
• Execute the improvements in an iterative way
• Continually monitor the impact of optimization

https://www.bmc.com/blogs/itil-guiding-principles/

A service request is defined as a request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery.

The purpose of the service request management practice is to support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner. Service request management is dependent upon well-designed processes and procedures, which are operationalized through tracking and automation tools to maximize the efficiency of the practice. To be handled optimally, service request management should follow these guidelines:

• Service requests and their fulfilment should be standardized and automated to the greatest degree possible.
• Policies should define which service requests will be fulfilled with limited or even no additional approvals so that fulfilment can be streamlined.
• The expectations of users regarding fulfilment times and costs should be clearly set, based on what the organization can realistically deliver.
• Opportunities for improvement should be identified and implemented to produce faster fulfilment times and take advantage of automation.

https://www.bmc.com/blogs/itil-service-request-management/