Practices in detail II — change, SLM, continual improvement: ITIL 4 Foundation topic guide

Practices in detail II — change, SLM, continual improvement carries 18% of the ITIL 4 Foundation blueprint used in this course, the second-largest of its 8 weighted areas. It spans 7 concepts. The course teaches it in 1 study unit: Practices in detail II — change, SLM, continual improvement.

What Practices in detail II — change, SLM, continual improvement covers

• Name the THREE change types and their authorization rules. — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1b
• What is the CHANGE AUTHORITY? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1b
• What is the CHANGE SCHEDULE for? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1b
• What makes a GOOD SLA — and what is the 'watermelon SLA'? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1g
• Where does SLM get its information about service quality? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1g
• Recite the CONTINUAL IMPROVEMENT MODEL — all seven steps, in order. — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1a
• How is continual improvement ORGANIZED day to day? — PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0, AC7.1a

Common mistakes in Practices in detail II — change, SLM, continual improvement

• 'Pre-authorized' attached to emergency changes (it defines STANDARD)
• A mandatory CAB assumed for all changes (v3 leak — the authority fits the change)
• Uptime-only SLAs treated as good practice (watermelon SLA)
• CI model steps out of order
• Improvement delegated to a dedicated team only (it is everyone's responsibility)

Key terms for Practices in detail II — change, SLM, continual improvement

standard change · normal change · emergency change · change authority · change model · change schedule · service level agreement (SLA) · watermelon SLA · continual improvement model · continual improvement register (CIR) · baseline

How Practices in detail II — change, SLM, continual improvement connects to other areas

• Recite the CONTINUAL IMPROVEMENT MODEL — all seven steps, in order. links to Value chain activity: IMPROVE — purpose? — The service value chain
• Name the THREE change types and their authorization rules. links to Purpose of CHANGE ENABLEMENT — and what are its name traps? — Practice purposes and key terms
• Name the THREE change types and their authorization rules. links to Define CHANGE. — Practice purposes and key terms
• What makes a GOOD SLA — and what is the 'watermelon SLA'? links to Purpose of SERVICE LEVEL MANAGEMENT? — Practice purposes and key terms
• Recite the CONTINUAL IMPROVEMENT MODEL — all seven steps, in order. links to Purpose of CONTINUAL IMPROVEMENT? — Practice purposes and key terms

Official references for Practices in detail II — change, SLM, continual improvement

• PeopleCert ITIL 4 Foundation Candidate Syllabus v4.2.0: AC7.1b, AC7.1g, AC7.1a

In the app this area comes with 7 memory cards and 14 module-quiz questions in the full course.