By John O. Long (auth.)


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Organizational Change – The transition of an organization from a current state to a future state. At an enterprise level, this is often referred to as Change Management, not to be confused with ITIL (and other) Change Management. Six Sigma – A data-driven methodology for reducing defects to near-zero. Program and Project Management – The processes for initiating, coordinating, and monitoring ongoing programs and timelimited projects. Governance – The approach to ensuring that policies and strategy are adhered to.

BPMN Workflow Architecture Considerations As a new ITIL process, Business Relationship Management needs more architectural rigor. The two ill-named activities do not adequately describe the kinds of work that must be done in Business Relationship Management, such as identifying contacts, managing contact information, defining customer and service provider considers, monitoring and tracking issues, etc. 23 24 ITIL® 2011 At a Glance Other Practices Risk Management – Identifying, evaluating, and determining acceptable responses to risks.

Component Failure Impact Analysis – Analysis performed to determine how component failure impacts IT services. Fault Tree Analysis – Analysis that indicates a chain of events that led to a problem. Maintainability – How rapidly an item can be restored to normal operation after a failure Reliability – How long an item can perform its function without interruption Serviceability – The ability of a third-party supplier to meet its agreed-upon service targets. Service Failure Analysis – Analysis performed to determine the cause of related service interruptions.

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