CSI Course Flashcards

1
Q

Inspection and analysis to check whether a standard or set of guidelines is being followed, that records are accurate, or that efficiency and effectiveness targets are being met

A

Assessment

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2
Q

A management tool developed by Drs. Robert Kaplan (Harvard business school) and David Norton
Has four major areas, each of which has a small number of KPIs The same four areas are considered at different levels of detail throughout the organization.

A

Balanced scorecard

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3
Q

A snapshot used as a reference point. For example:
• Can be used as a starting point to measure the effect of a
service improvement plan
• Can be used to measure changes in performance over the
lifetime of an IT service
Applied to configuration management, can be used to enable the IT
infrastructure to be restored to a known configuration if a change or
release fails

A

Baseline

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4
Q

A baseline that is used to compare related data sets as part of a benchmarking exercise

A

Benchmark

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5
Q

Justification for a significant item of expenditure

Includes information about costs, benefits, options, issues, risks, and possible problems

A

Business Case

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6
Q

Something that must happen if a process, project, plan, or IT service is to succeed KPIs are used to measure the achievement of these

A

Critical Success factor

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7
Q

A graphical representation of overall IT service performance and availability May be updated in real time, and can also be included in management reports and web pages

A

Dashboard

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8
Q

A measure of whether the objectives of a process, service, or activity have been achieved

A

Effectiveness

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9
Q

A measure of whether the right amount of resources has been used to deliver a process, service, or activity

A

Efficiency

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10
Q

An activity that compares two sets of data and identifies the differences Is commonly used to compare a set of requirements with actual delivery

A

Gap Analysis

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11
Q

Ensuring that policies and strategy are actually implemented, and that required processes are correctly followed Includes defining roles and responsibilities, measuring and reporting, and taking actions to resolve any issues identified

A

Governance

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12
Q

A metric that is used to help manage a process, IT service, or
activity
Many metrics may be measured, but only the most important of
these are defined as this and used to actively manage and report
on the process, IT service, or activity.
These metrics should be selected to ensure that efficiency,
effectiveness, and cost effectiveness are all managed.

A

Key performance indicator

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13
Q

Something that is measured and reported to help manage a process, IT service, or activity

A

Metric

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14
Q

The defined purpose or aim of a process, an activity, or an organization as a whole
Usually expressed as measurable targets

A

Objective

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15
Q

The set of processes responsible for ensuring that all work carried out by an organization is of a suitable quality to reliably meet business objectives or service levels

A

Quality management system

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16
Q

An improvement activity that is expected to provide a return on investment in a short period of time with relatively small cost and effort

A

Quick win

17
Q

A measurement of the expected benefit of an investment

In the simplest sense, it is the net profit of an investment divided by the net worth of the assets invested

A

Return on investment (ROI)

18
Q

The process responsible for identifying, assessing, and controlling risks

A

Risk management

19
Q

A formal plan to implement improvements to a process or IT service

A

Service improvement plan

20
Q

A set of tools and databases that are used to manage knowledge, information, and data

A

Service knowledge management system

21
Q

he complete set of services that are managed by a service provider
Is used to manage the entire lifecycle of all services

A

Service Portfolio

22
Q

The process responsible for producing and delivering reports of achievement and trends against service levels
The process should agree the format, content, and frequency of reports with customers

A

Service reporting

23
Q

A technique that reviews and analyzes the internal strengths and weaknesses of an organization and the external opportunities and threats that it faces

A

SWOT analysis

24
Q

A set of related metrics, in which improvements to one metric have a negative effect on another
These are designed to ensure that an appropriate balance is achieved

A

Tension metrics

25
Q

A methodology used to help make investment decisions

It assesses the full lifecycle cost of owning a configuration item, not just the initial cost or purchase price

A

Total cost of ownership

26
Q

A measurement of the expected benefit of an investment Considers both financial and intangible benefits

A

Value on investment