CSI Course Flashcards
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
Assessment
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.
Balanced scorecard
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
Baseline
A baseline that is used to compare related data sets as part of a benchmarking exercise
Benchmark
Justification for a significant item of expenditure
Includes information about costs, benefits, options, issues, risks, and possible problems
Business Case
Something that must happen if a process, project, plan, or IT service is to succeed KPIs are used to measure the achievement of these
Critical Success factor
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
Dashboard
A measure of whether the objectives of a process, service, or activity have been achieved
Effectiveness
A measure of whether the right amount of resources has been used to deliver a process, service, or activity
Efficiency
An activity that compares two sets of data and identifies the differences Is commonly used to compare a set of requirements with actual delivery
Gap Analysis
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
Governance
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.
Key performance indicator
Something that is measured and reported to help manage a process, IT service, or activity
Metric
The defined purpose or aim of a process, an activity, or an organization as a whole
Usually expressed as measurable targets
Objective
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
Quality management system