ITSM - General Questions Flashcards
CI
Configuration Item
Define Service reporting
Reporting process that reports on results achieved and developments in service level. The aim is to convincingly support with facts any added value IT will have for the business.
ITSM
IT Service Management
POC
Proof of Concept
Define ‘availability’
Ability of a component or service to perform its required function at a stated instant or over a stated period of time. It is usually expressed as the availability ratio, i.e., the proportion of time that the service is actually available for use by the customers within the agreed service
ITIL
Information Technology Infrastructure
Define ‘baseline’
A snapshot or a position which is recorded. Although the position may be updated later, the baseline remains unchanged and available as a reference of the original state and as a comparison against the current position (PRINCE2).
CMDB
Configuration Management Database
Define ‘Change Management’
Process of controlling changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved changes with minimum disruption.
RCA
Root Cause Analysis
Define ‘change record’
A record containing details of which CIs are affected by an authorized change (planned or implemented) and how.
CSI
Continual Service Improvement
Define ‘Configuration Item (CI)’
Component of an infrastructure or an item, such as a Request for Change, associated with an infrastructure which is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component.
RFC
Request for Change
Define ‘Configuration Management Database (CMDB)’
A database which contains all relevant details of each CI
SIP
Service Improvement Plan
Define ‘Definitive Software Library (DSL)’
The library in which the definitive authorized versions of all software CIs are stored and protected. It is a physical library or storage repository where master copies of software versions are placed. This one logical storage area may, in reality, consist of one or more physical software libraries or filestores.
WIP
Work in Progress
Define ‘known error’
An incident or problem for which the root cause is known and for which a temporary Work-around or a permanent alternative has been identified. If a business case exists, an RFC will be raised, but, in any event, it remains a known error unless it is permanently fixed by a change.
BMP
Best management practice
Define ‘Operational Level Agreement (OLA)’
An internal agreement covering the delivery of services which support the IT organization in their delivery of services.
What is a ‘dashboard’
A graphical representation of overall IT service. Can be used to support service level management, event management and incident diagnosis.
What is PRINCE2?
The standard UK government method for Project Management
Define ‘priority’
Sequence in which an incident or problem needs to be resolved, based on impact and urgency.
ISG
IT Steering Group - a formal group that is responsible for ensuring that business and IT service provider strategies and plans are closely aligned.
Define ‘problem’
Unknown underlying cause of one or more incidents.
PDCA
Plan-do-check-act
What is ‘Problem Management’?
Process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events.
Define ‘Request For Change (RFC)’
Form, or screen, used to record details of a request for a change to any CI within an infrastructure or to procedures and items associated with the infrastructure.
Define ‘Service Level Agreement (SLA)’
Written agreement between a Service Provider and the customer(s) that documents agreed Service Levels for a service.
Define ‘Service Level Management (SLM)’
The process of defining, agreeing, documenting and managing the levels of customer IT service, that are
