Key concepts Flashcards
What is a model?
A representation of a practice, a process, a system or other entities. A model is used to understand and predict behavior.
What is organizational culture?
It is a set of values and principles shared by a group of people inside an organization which sets the guidelines for believes, ideas and behavior.
Other meanings of environment
It may refer to testing and live enviroment.
It may also refers to external conditions that may have an impact on something.
What is an incident?
An unexpected interruption of service or a reduction in the quality of a service.
What is a call refering to a help desk?
It is an interaction with the service desk that results in a service request or an incident.
What is the service desk?
The point of interaction between the IT service provider and the users
What is a problem?
An actual or potential cause of one or more incidents.
What does KPI stand for?
Key Performance Indicators, the indicators that help to evalutate the success in meeting the expected results.
What does “performance” refer to?
It refers to a measure of what has been achieved by a person, team, service or the whole organization.
Definition of output
A tangible or intangible deliverable of an activity.
