Lesson 5 Flashcards
1
Q
Practices
A
Embedded in culture
2
Q
Continual Improvement Register [CIR]
A
Structured document used to store/track and manage improvements
3
Q
Service Level Management
A
- Perform regular service reviews
- SLAs measure performance
- SLAs simply written and easy to understand
4
Q
Change
A
Addition, modification or removal of anything linked to a service
5
Q
Change Authority
A
Different authorities for types of change
6
Q
Standard Change
A
low risk, pre-authorized, routine changes
7
Q
Normal Change
A
Use standard process to schedule, assess, and authorize change
8
Q
Emergency Change
A
Implemented ASAP
9
Q
Incident
A
Unexpected interruption or degradation of service
10
Q
Incident Management
A
- Complex incidents escalated to support team for resolution
- Complex/Major incidednts escalated to temporary team of first responders
11
Q
Service Desk
A
- Point of contact/communication between service provider and users
- Access channels to contact service desk need to be advertised
12
Q
Problem Management
A
- Reduce likelihood and impact of incidents
- Cause incidents
- Underlying root cause of one or more incidents
13
Q
Known Error
A
Problem that’s analyzed but not resolved
14
Q
Three Phases of Problem Management
A
- Problem Identification
- Problem Control
- Error Control
15
Q
Workaround
A
Temporary solution to overcome an incident or problem
