Module #2 Flashcards
A series of steps an organization undertakes to create and deliver products and services to consumers
Value Stream
A simple representation of work
Value stream
Many different types, and the types do not follow the same route
Value stream
The same resources (people, tools, suppliers, processes) can appear in different parts of this.
Value stream
Every value stream starts with _____ and ends with _____
Demand & Value
Every value stream starts with _____
Demand
Every value stream ends with _____
Value
A value stream can touch what?
one, some or all value chain activities
Can a value stream repeat value chain activities?
Yes!
This generates outputs that can be used to create intended outcomes
Value Stream
These are focused around the flow of activity from demand or opportunity to customer value
Value stream
How many steps does a value stream have?
one or more
What is a value stream step made up of?
One or more actions that accomplish a specific objective
How do actions in a value stream take place?
Sequentially, or in parallel
True or false?
Each step of the value stream can be described as a process, or as a value stream for a lower-level organization
true
What does cascading value streams to lower level value streams or process allow organizations to do?
- Focus on value for the high level value stream by combining value streams and processes
- Progress iteratively with feedback
- Collaborate and promote visibility into how work flows across the orgs and teams
- Think and work holistically, by understanding how the wider org or ecosystem works and benefits from work being done by the participating parties
a value stream can be documented from which two perspectives?
- Designed = aspirational
- Explored = reality
A value stream always starts with what?
Demand
A value stream always ends with what?>
Value being created or restored for a stakeholder
Can a value stream loop around and repeat?
yes, this will reflect the context and environment in which work is being done
Things to take into account when deciding what constitutes a separate step in a value stream
What level of detail do we need to represent?
Are there handoffs between people and teams?
Are there multiple value chain activities included in the work? (If so, you may want to present as separate steps)
Are the steps executed by the same group of people or resource? (If so, you might want to combine into a single step)
What does this describe?
- Define the use case, or scenario for the value stream by describing the: Demand, trigger, outcomes, value creation or restoration
- Document the steps from demand to value
- Map the steps to the service value chain
- Break down the steps into actions and tasks
- Identify practices and associated resources that contribute to the completion of each step.
Designing a value stream
What are the four dimensions of ITIL?
Orgs & People
Value streams & Processes
Information & Technology
Partners & suppliers
Describing a step in a value stream includes identifying
Name Triggers Needed info Practice contributions Actions & tasks Constraints Outputs Estimated or target lead time
A method of visualizing the flow from demand/opportunity to value and planning how that flow can be improved
Value Stream Mapping
True or False?
Local optimizations can create a bottleneck further down the value stream and can potentially make the overall performance of the value stream worse, not better.
True
Value stream mapping does what?
Outlines the series of steps for the high level flow of work, helping to remove waste
What can value stream mapping do?
Identify activities that are adding value, or not adding value
Make waste visible
Provide insight into opportunities for optimizations and automation
Documenting the current state of the workflow
Planning what changes will be made to improve the workflow
True or false?
Eliminating waste along the entire value stream, instead of at isolated points, creates processes that need less human effort, less space, less capital, and less time to make the process more efficient (Including making products and services at far less cost and with fewer defects)
True
What are the 6 items to measure Value stream metrics?
Cycle time Wait time Queue Lead time Work in Progress (WIP) Throughput
What is littles law?
Work in progress = throughput x lead time
What is cycle time?
The amount of time required to complete a discrete unit of work
What is wait time?
The amount of time a discrete unit of work waits in a queue before it is worked on
What is a Queue?
The number of discrete units of work waiting to be operated on by the step, action, or task
What is lead time?
The sum of cycle time(s) and wait time(s) from start to finish
What is WIP?
Work in Progress - the number of discrete units of work currently being operated on, but which are not yet completed
What is throughput?
The rate at which work enters or exits the system
What methodology does this describe?
LT= WIP/Throughput
Littles law
What are two common examples of value streams?
- Development of a new service
- Restoration of a live service
The following is a list of considerations for designing a value stream for ____
________?
- How will the work be managed?
- Establishing the right level of Oversight, or Bureaucracy
- Creating an end-to-end holistic vision for the work
- Ensuring there is a clear understanding of the customers goals and expectations
- understanding the customer’s journey
A new service
What is waterfall?
Large increments with sequential stage-gated phases
What is agile?
Small increments that provide fast feedback and change loops
Where can demand for a new service come from?
- Consumer
- External stakeholder
- Member of the service provider’s business function
- member of the organization’s governance body
What is a user story?
As a
I want
So that
A value stream typically includes six key steps
- Acknowledge and document service requirements
- Decide whether to invest in the new service
- Design and architect the new service to meet customer requirements
- Build, Configure, or buy service components
- Deploy service components in preparation for launch
- Release new service to customers and users
Practices that support development of a new service
- service design
- software development
- service validation and testing
- Change enablement
- Deployment management
- Release management
What step in the value stream creation does this describe?
- Engage with requester and stakeholder to collect information about requirements, benefits, costs and risks
- Collect information to submit a business case that can be used to perform a viability assessment
- Related practices: Business analysis, portfolio management, relationship management, service configuration management, service level management
Engage: Acknowledge and document service requirements
What step in the value stream creation does this describe?
Plan the work - clarify costs, benefits and risks. Perform viability assessment
Management decides whether to improve investment
Plan: Decide whether to invest in the new service
What step in the value stream creation does this describe?
Design the service, service components, customer and user experience
Create a service design package
Translate the design into specifications
Design & Transition: Design & Architect a new service
What step in the value stream creation does this describe?
Obtain or build service components
Acknowledge and configure both the technical and non-technical aspects of products and services
related practices: release management, service validation and testing, software development management
Obtain/build: Build, configure, or buy service components
What step in the value stream creation does this describe?
Begin work to modify live products and services, plan the release, create materials to build customer awareness
Related practices: Change enablement, deployment management, release management
Design & transition: deploy service components
What step in the value stream creation does this describe?
Execute the release plan and make the service components available. Provide early life support
Related practices: release management, software development management
Deliver & Support: release new service to customers and users
Release management is responsible for what?
Education, training, creating knowledge
What is the purpose of service design?
To design products and services that are fit for purpose, fit for use, and that can be delivered by the organization and its ecosystem.
Service design considerations include:
Other products and services All relevant parties, users, customers and suppliers Existing architectures Required technology Service management practices Measurements and metrics
For these reasons _______ __________ is important?
- Iterative and incremental approach to service design ensures products and services can continually adapt to the needs to the org and customers
- In the absence of design, products and services can be expensive to run and prone to failure
Service Design
This list describes the purpose of _______ __________?
- Business and customer oriented focused and driven
- Cost-effective
- Meet information and physical security requirements
- Flexible and adaptable, and also fit for purpose
- Can absorb an increasing demand in volume
- Meet demands for continuous operation
- Managed and operated to an acceptable level of risk
The purpose of service design
This type of thinking is a practical, human-centered approach that accelerates innovation
Design thinking
Design thinking is always focused on what?
The customer, or user experience
This way of thinking is used to solve complex problems and find practical, creative solutions that meet the needs of both the organization and its customers. It is complementary to lean & agile methodologies
Design thinking
Activities include:
- Inspiration and empathy
- Ideation
- Prototyping
- Implementation
- Evaluation
Design thinking
The following list are success factors for __________ __________?
- Establishing and maintaining an effective organization-wide approach to service design
- Ensuring that services are fit for purpose and fit for use throughout their lifecycle
Service design practices success factors
The purpose of _____________ is to ensure that applications meet internal and external stakeholder needs, in terms of functionality, reliability, maintainability, compliance, and auditability.
Software development and management
This describes what?
- Focuses on applications
- Covers the whole lifecycle of applications: development, artifact management, operating the application
Software development and management
The following is a list of success factors for what practice?
- Agree on and improve an organizations approach to the development and management of software
- Ensure that software continually meets the orgs requirements and quality criteria throughout it’s lifecycle
Software development and management
This describes what?
- Focuses on the tactical decision to select the best approach for each software product, based on the organizations requirement for the product.
- Considers both the work to be completed and the resources needed to execute the work
SD&M: agree on and improve an approach
This software development and management practice is effective when:
Requirements and priorities, how to develop the software, and which resources are needed are known
What is the approach?
Waterfall
This type of approach to Service Design & management is effective when:
Requirements and priorities are known, but it is not yet known how to develop the software and which resources are needed. The most important work items are developed first
What is the approach?
Timeboxing
This type of approach to Service Design & management is effective when:
Requirements and priorities are known at a high level but are difficult to finalize. Allows product owners to experience and refine the product across several iterations
What is the approach?
Linear iterative approach
This type of approach to Service Design & management is effective when:
Requirements are ambiguous or even unarticulated. Product owners can use prototypes to help formulate the requirements
what is the approach?
Parallel experimentation
What is Warranty?
Availability, continuity, security
_____ quality includes characteristics and requirements such as utility (functional suitability, and usability) and warranty (performance, efficiency, maintainability) requirements.
Software quality
What limits technical debt?
Investing in maintainability
important components of this success factor include:
- Understanding the source code, how the various modules are interrelated, and the application architecture
- Understanding the requirements and the context in which the application is used
- Ensuring that non-functional (warranty) requirements are included in the definition of done
- Creating tests before coding
- Effective version control
- Approaching the task coding with an appreciation of its difficulty and limitations of the human mind
- Adhering to coding conventions
- Peer review
- Fast feedback from testing
Ensure software meets requirements and quality criteria
The purpose of _____________________ practice is to ensure that new or changed products and services meet defined requirements
Service validation and testing
What does this describe?
- Based on input from customers, business objectives and regulatory requirements
- Is documented as part of the design and transition value chain activity
Service value
The following list describes the scope of Service ________ and __________ practices
- Translating the requirements for a product or service into a deployment and release management acceptance criteria
- Establishing test approaches and defining test plans for new or changed product or services
- Eliminating risk and uncertainty of new or changed products and services by testing
- Discovering new information about ew or changed products and services by testing
- Continual review of test approaches and methods to improve efficiency of the tests
service validation and testing
These are success factors for what?
- Defining and agreeing on approaches to the validation and testing of the organizations products, services, and components in line with the organizations requirements for speed, and quality of service changes
- Ensuring that new and changed components, products and services meet agreed criteria
Service validation and testing practices
_____________ establishes an approach to capture all of the utility and warranty requirements for products, services, and components
Service Validation
_____________ defines how testing should be implemented, considering the project’s objectives.
- Forms the basis of test planning
- Defies the test management approach, including how testing will be organized and controlled
- Defines the test phases, and types of tests that are in scope
Test strategy
What are these?
- Unit
- System
- Integration
- Acceptance
Testing phases
In Testing phases, what is this:
Undertaken by the developers to verify that what they have developed meets the requirements
Unit testing
In Testing phases, what is this:
Testing of the functionality of the system from an end-to-end point of view
System testing
In Testing phases, what is this:
Testing of the integration between systems
Integration testing
In Testing phases, what is this:
The formal test phase where the end users of the system verify and validate that what is to be delivered meets requirements. (Also known as UAT)
Acceptance testing
In Testing phases, what is this:
Testing the ‘what’ the system being delivered will do
Functional testing
In Testing phases, what is this:
Testing aspects of the system that are not directly related to the functional requirements, such as:
- performance - behavior under normal conditions
- load - behavior with increasing load
- stress - behavior of the system when approaching the upper operational limits
- security - authorization and authentication system controls
- usability - how well the users of the system can engage with it
Non-Functional testing
In Testing phases, what is this:
Testing whether new developments and bug fixes have introduced unexpected system behaviors. Aims to verify that the system still functions as required following change.
Regression testing
This describes __________
- Test organization
- Test planning and control
- Test analysis and design
- Test preparation and implementation
- Test progress and reporting
- Incident management
- Test closure and exit criteria
Test strategy
The purpose of this practices is to move new or changed hardware, software, documentation, processes, or any other component to live environments. it may also be involved in deploying components to other environments for testing or staging
Deployment management
What does this describe?
- Enables the deployment or removal of service components from or to different environments, including development, integration, live, production, test, or staging environments
- It usually applies to digital and physical IT components, including software, hardware, documentation, licenses, and data within the agreed scope of environments controlled by the org.
Deployment management
The scope of deployment management practices include
- The effective transition of products, services, and service components between controlled environments
- The effective removal of products, services, or service components from designated environments
The following is a list of success factor for ______________ management:
- Establishing and maintaining effective approaches to the deployment of services and service components across the organization.
- Ensuring the effective deployment of services and service components in the context of the organizations value streams
Deployment management
True or false?
Technology and automation can improve the consistency, agility and efficiency of deployments.
True
The following list ensures effective ___________ of ___________ components:
- Coordinating resources in all four dimensions of service management
- Depends on and can be impacted by the availability of the right resources, skills, technology, tools, and infrastructure
- Effective and efficient management of change and release depends on timely deployments that align with requirements and objectives
- Alignment of deployments to change and release requirements, as well as key aspects such as schedule and cost, must be managed effectively
effective deployment of service components
The purpose of this function is to make new and changed services and features available for use
Release Management
Purposes of release management
- From the customer and user journey perspective, release management supports onboarding and offboarding
- After initial onboarding is complete, this practice supports the delivery of service updates, which is important for the success of the practice
The following is a list of __________ ___________ Success factors:
- Establishing and maintaining effective approaches to the release of services and service components across the organization.
- Ensuring an effective release of services and service components in the context of the orgs value streams and service relationships
Release management
The purpose of this practice is to maximize the number of successful IT changes by ensuring that risks have been properly assessed (for risk), authorizing changes to process, and managing a change schedule
Change enablement
Purpose of Change enablement
- Change enablement aims to ensure that changes to services and their components are controlled and that they meet the organizations change related needs
- Authorized changes should (1) enable the desired outcomes and (2) meet the organizations requirements regarding change throughput and risk management
This practice incorporates these three premises
- Changes are planned and realized in the context of value streams
- The practice does not aim to unify all the changes planned and carried out in an organization into one big picture
- The practice should focus on balancing effectiveness, throughput, compliance, and risk control for all changes in the defined scope
Change Enablement
What is a change model?
A predefined, set of procedures based on ‘type’ of change
What is the purpose of a change model?
- Provide guidance for handling normal changes
- Determine procedures and roles for the assessment, authorization, and ongoing control of changes based on their type
Changes models can be defined based on
- Systems/technologies to change
- Scale of change
- Locations/territories
- Customers
- Regulatory requirements affecting the changes
true or false?
A changes risk level must be considered. Many organizations limit the size of individual changes in order to limit potential risk
True
These are the responsibilities of whom?
- Initial processing and verification of change requests
- Allocating changes to appropriate teams for assessment and authorization, according to the change model
- Formally communicating decisions of change authorities to affected parties
- Monitoring and reviewing the activities of the teams that build and test changes
- Publishing the change schedule and ensuring that it is available as needed
- Conducting regular and ad hoc service review analyses; and initiating improvements to the practice, the change models, and the standard change procedures.
- Developing the organizations expertise in the processes and methods of the change enablement practice
Change manager
The person or group responsible for authorizing a change
Change authority
What does this describe?
- Changes should be authorized based on resources, cost, and priority considerations
- Change models should; define the requirements and procedures for authorization, delegate the role of change authority to the appropriate level
- The change authority is responsible for the assessment and authorization of a change during its lifecycle (initiation to completion)
- Depending on the change model, assessment and authorization may be done manually, automatically, or skipped for specific types of change
Change authority
These are success factors of what?
- Ensuring that changes are realized in a timely and effective manner
- Minimizing the negative impacts of change
- Ensuring stakeholder satisfaction with changes and change enablement
- meeting change-related governance and compliance requirements
Change enablement Practice success factors
This is a measure of the outputs (often defined and assessed at the level of individual change) and outcomes (usually enabled by multiple changes) of the change. May include quality of security, performance, conformance to regulations, or usability
Change Effectiveness
This is a measure of meeting the expectations and requirements of the change initiator for the time of change completion. Failure to meet these requirements can make change ineffective, useless, or harmful.
Change Timeliness
How can the effectiveness and timeliness of changes be improved?
- Decrease the size of individual changes
- Standardizing and automating changes
- Including a feedback loop in every iteration of change planning and realization
- Capturing expectations and communicating the process of changes
- Effectively integrating multiple ITIL practices for change sin the context of value streams
How do you minimize the impact of changes?
Reduce the impact of every individual change, enabling quick automated return to the previous stable state in case of change failure, and automated configuration management.
True or false
Change enablement mostly focuses on the continual monitoring of stakeholder engagement and satisfaction during change realization and after the change is complete
True
These design considerations are for what?
- Identifying stakeholders
- Determining what the creation or restoration of value means to them
- Taking an outside-in approach to understanding the impact of incidents, and connecting these assessments to descriptions of value for various stakeholders
- Defining the scope of the value stream, and defining one value stream encompassing all activities within that scope to create an end-to end, holistic vision of how support creates or restores value
Highlighting activities performed by partners and suppliers that might introduce risks or dependencies to the successful creation or restoration of value - Understanding what (or how) systems should be integration, and data shared across multiple centers of activities
Designing a value stream for restoring a live service
How is the value stream for restoration for a live service triggered?
- A user is unable to use a live product or service
- an alert from a monitoring tool regarding failures that may or may not have impacted users
This describes the value stream for what?
- Acknowledge and register the user query
- Investigate the query, reclassify it as an incident, and attempt to fix it
- Get a fix from the specialist team
- Deploy the fix
- Verify that the incident has been resolved
- Request feedback from the user
- Identify opportunities to improve the overall system ( service, value stream, or practices)
Restoration of a live service
Within the Value stream of restoration of a live service, what step is this?
Engage with the customer or user to recognize and acknowledge the demand, and record details about the query
Related practices: Service desk
- Engage: Acknowledge and register the user query
Within the value stream of restoration of a live service, what step is this?
- A trained support agent or automation recognizes and recategorizes the query as an incident
- Attempt is made to quickly identify the nature of the incident and apply a known solution
- If a fix recovers the service to its normal state, value has been restored and the value stream can end
- Otherwise, the issue can be escalated to a specialist role for further investigation
Related practices: Incident management, monitoring and event management, service desk, service level management
- Deliver & Support: Investigate the query, reclassify/attempt a fix
Within the value stream of restoration of a live service, what step is this?
- Incident is escalated to a specialist team
- May involve passing control to the specialist team
- The fix may be publicly available, physical, or something that has to be custom built
Related practices: Incident management, service desk
- Obtain/Build: Get a fix from the specialist team
Within the value stream of restoration of a live service, what step is this?
- When the fix has been obtained, tested, and validated, it can be deployed to the user or to a production environment
- Deployment can take many forms
Related practices: Incident management, service desk
- Design and transition: Deploy the fix
Within the value stream of restoration of a live service, what step is this?
- Verify with the user that the incident has been resolved
- Provide additional assistance as needed
Related practices: Incident management, knowledge management, service desk, service level management
- Deliver & support: Verify that the incident has been resolved
Within the value stream of restoration of a live service, what step is this?
- Use feedback to identify improvement opportunities
- Focus on how to do better
- Filter out environmental, personal, or professional factors that might bias the feedback
Related Practices: Service desk
- Engage: Request feedback from the user
Within the value stream of restoration of a live service, what step is this?
- Analyze collected feedback
- Consider the entire system
- Log improvement opportunities in the continual improvement register
- Prioritize against other work
Related practices: All practices that have been involved thus far
- Improve: identify improvement opportunities
The purpose of this activity is to systematically observe services and service components, and record and report selected changes of state identified as events
Monitoring and event management
Focuses on services and configuration items to detect conditions of potential significance, track and record their state and provide this information to relevant parties
Monitoring
Focuses on those monitored changes of state defined as an event, determining their significance, and identifying and initiating the correct response
Event management
What is an event
Any change of state that has significance for the management of service or other configuration item
Success factors for ______________
- Establish and maintain approaches/models that describe the various types of events and monitoring capabilities needed to detect them
- Ensure that timely, relevant, and sufficient monitoring data is available to relevant stakeholders
- Ensure that events are detected, interpreted and if needed acted upon as quickly as possible
Monitoring & event management
The purpose of this practice is to capture demand for incident resolution and service requests. it should also be the entry point and single point of contact for the service provider for all users
Service desk
The term ‘service desk’ can refer to various types and groups of resources, such as:
- A function or a team of people
- A dedicated information system
- Workflows and procedures for communications with users
- A supplier or partner
The ability to recognize, understand, predict, and project the interests, needs, intentions, and experiences of others in order to establish, maintain, and improve the service relationship
Service empathy
Where does service empathy apply?
All interactions
Service desk practice success factors
- Enabling and continually improving effective, efficient, and convenient communications between the service provider and its users
- Enabling the effective integration of user communications into value streams
True or false:
Effective integration between the channels enables omnichannel support
True
What type of support is this:
- Involves a seamless user journey, in which it is possible to switch between channels without losing or corrupting information
- Facilitates a positive user experience
- Helps to prevent information gaps
Omnichannel support
The purpose of this practice is to minimize the negative impact of incidents by restoring normal service operation as quickly as possible
Incident management
Which fundamental element of service management is this?
- a key factor in user and customer satisfaction, the credibility of the service provider, and the value an organization creates in service relationships
- Includes the restoration of the normal operation of services and resources, even when their failure or deviation is not visible to service consumers
Incident management
What is an incident model?
A repeatable approach to the management of a particular type of incident.
What type of model does this describe?
- Can be used to optimize the handling and resolution of repeating or similar incidents
- Help to resolve incidents quickly and efficiently, often with better results due to the application of proven and tested solutions
Incident models
What is a major incident?
An incident with significant business impact, requiring an immediate coordinated resolution. Major incidents are often associated with higher level of complexity
A model for a major incident may include:
- Clear criteria to distinguish major incidents from disasters and other incidents
- Special accountable coordinator (Major incident manager)
- A dedicated temporary team to investigate and resolve the incident
- Other dedicated resources including budget
- Special methods of investigation
- An agreed model of communications with users, customers, regulators, media, and other stakeholders
- An agreed procedure for review and follow-up activities
What is technical debt?
the total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer
What are the steps for incident handling and resolution?
- Incident detection
- Incident registration
- Incident classification
- incident diagnosis
- Incident resolution
- Incident closure
What are inputs to incident handling and resolution?
- Monitoring and event data
- User queries
- Configuration information
- IT asset information
- Service catalogue
- SLAs with consumers and suppliers/partners
- Capacity and performance information
- Continuity policies and plans
- Information security policies and plans
- Problem records
- Knowledge base
What are outputs of incident handling and resolution?
- Incident records
- Incident status communications
- Problem investigation requests
- Change requests
- Incident reports
- Updates to the knowledge base
- Restored CI’s and services
What are some key takeaways for incident handling and resolution?
- There must be an incident owner throughout the process
- Ownership may be transferred, but should have someone assigned at all times
- stakeholder communications should be updated whenever there are changes in the status of the incident
- The process may vary significantly, depending on the incident model
What are the practice success factors for incident management?
- Detecting incidents early
- Resolving incidents quickly and efficiently
- Continually improving the incident management approaches
What does this describe?
Simple situations(recurring, well known incidents): pre-defined resolution procedures are likely to be effective
Complex situations (Where the exact nature of the incident is unknown but the systems and components are familiar to the support teams and the organization has access to expert knowledge): usually routed to a specialist group or groups for diagnosis and resolution. Expert analysis may be combined with series of safe-to-fail experiments
Very complex (where it is difficult or impossible to define an expert area and group, or where defined groups of experts fail to find a solution): a collective approach such as swarming may be useful.
How to define and resolve incidents quickly and efficiently
This is a technique for solving various complex tasks. In this method, multiple people with different areas of expertise work together on a task until it becomes clear which competencies are the most relevant and needed
Swarming
What are some requirements for the data of an effective incident review?
Concurrent, complete, and comprehensive
The purpose of this practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
Problem management
What are the two approaches to problem identification?
Reactive and proactive
This approach to problem management investigates the causes of incidents that have already happened.
Reactive
This approach to problem management identifies problems before they cause incidents
Proactive
Problem identification leads to the registration of what?
Problem record
What are the steps for proactive problem identification?
- Review of submitted information
- Problem registration
- Initial problem categorization and assignment
These are the key inputs to what practice?
- Error information from vendors and suppliers
- Information about potential errors submitted by specialist teams
- information about potential errors submitted by external user and professional communities
- Information about potential errors submitted by users
- Monitoring data
- Service configuration data
Proactive problem management
These are the key outputs for what practice?
- Problem records
- Feedback to the problem initiator
Proactive problem management
What are the steps for reactive problem management?
- Problem registration
- Initial problem categorization and assignment
These are the key inputs to what practice?
- Information about ongoing incidents
- Incident records and reports
- Monitoring data
- Service configuration data
- SLAs
Reactive problem management
This is the output of what practice?
Problem records
Reactive problem management
True or false:
Reactive problem identification uses information about past and ongoing incidents to investigate their causes
True
True or false:
Proactive problem identification is used to identify potential errors in the organization’s products based on sources other than incident records
True
What are the problem management success factors?
- Identifying and understanding the problems and their impact on services
- Optimizing problem resolution and mitigation
The purpose of this practice is to maintain and improve the effective, efficient, and convenient use of information and knowledge across the organization
Knowledge management
What is absorptive capacity?
An organizations ability to recognize the value of new information, embed it into an existing knowledge system, and apply it to the achievement of business outcomes
What is the purpose of Knowledge management?
Knowledge management aims to provide the right information to the right people at the right moment to build an evolutionary environment
- Absorptive capacity is continually improved
- People are eager to learn new knowledge, unlearn old knowledge, gain and share experiences and insights
- Decision-making capabilities are improved
- An adaptive change culture exists
- Performance improves, supporting the organizational strategy
- Data-driven and insight-driven approaches are used throughout the organization
What does SECI stand for?
Socialization, Externalization, Combination, and internalization
What is SECI
The socialization, externalization, combination, internalization model of knowledge dimension is used to describe knowledge sharing and the transformation process at any level of an organization
The SECI model is based on two types of knowledge:
Explicit knowledge
Tacit knowledge
What is explicit knowledge
Can be transferred to others, codified, assessed, verbalized, and stored. Includes information from books, databases, descriptions, etc
What is tacit knowledge?
It is difficult to transfer to others, difficult to express, codify, and assess. Based one experiences, values, capabilities, and skills.
What is this type of SECI?
Sharing knowledge face-to-face or through experiences, such as coaching, meetings, and so on
Socialization (Tacit to tacit)
What is this type of SECI?
Describing the experience or formulating the process/guidelines
Externalization (tacit to explicit)
What is this type of SECI?
Combining, analyzing, and presenting data from inside and outside an organization to form new knowledge
Combination (explicit to explicit)
What is this type of SECI?
- An individual develops their knowledge independently or through formal training
- The development of knowledge is transformed into organization knowledge assets
Internalization (explicit to tacit)
What are the knowledge management practice success factors?
- the creation and maintenance of valuable knowledge and its transfer and usage across an org
- The effective use of information for enabling decision-making across and org
What are these characteristics of?
- Ask questions
- Challenge existing knowledge and consider alternative perspectives
- hear others and be heard
- Learn and unlearn
- Increase intelligence
- Help people overcome their fear of punishment due to their mistakes
- help people overcome their fear of judgement when asking or documenting data
- Help people overcome their worry about being replaced if they share knowledge
- Set a priority for sharing knowledge
Creating and maintaining a culture of knowledge sharing
The purpose of this practice is to set clear business based targets for service levels, and to ensure that delivery of services is properly assessed, monitored and managed against these targets
Service Level Management
This practice helps to set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides
Service level management
A shared view is usually described in an agreement document, which may be written in various levels of formality
Service level management
What is within scope of the service level management practice?
- Tactical and operational communications with customers regarding expected, agreed, and actual service quality, as well as their service experience
- Negotiating, entering, and maintaining SLAs with customers
- Understanding the design and architecture of services and dependencies between services and other configuration items
- Continual review of achieved service levels versus agreed and expected levels
- Initiating service improvements, including improvements to agreements, monitoring and reporting
What are the SLM PSFs
- Establishing a shared view of a target service level with customers
- Overseeing how the organization meets the defined service levels through collection, analysis, storage, and reporting of the relevant metrics for the identified services
- Performing service reviews to ensure that the current set of services continues to meet the needs of the organization and its customers
- Capturing and reporting on improvement opportunities, including performance against defined service levels and stakeholder satisfaction
What are tailored services within SLM?
Involve discussing the needs and expectations of stakeholders and the scope of the service quality, and only then creating a description of a service level that can be delivered with the required level of assurance and liability
What are Out of the box services within SLM?
These involve service levels that are usually pre-defined by the service provider based on a mixture of market and business intelligence
When actual service delivery has started, the service provider should control the actual quality of the services from three main perspectives. What are they?
- Achieved service level
- User satisfaction with the service
- Customer satisfaction with the service
For SLM what is Achieved service level?
Achieved service level - against the agreed service level, based on agreed measurements
For SLM what is user satisfaction with the service?
Based on impromptu feedback, transaction-based feedback and periodic surveys
For SLM what is the Customer satisfaction with the service?
Based on periodic discussions, surveys, or real time scanning of the customer sentiment on social media
Data from the three sources should be collected, stored, analyzed, and the resulting information reported to relevant stakeholders on both the provider’s and consumer’s sides. What is this related to?
Service Level Management
What are the two intervals service reviews can be taken?
Interval based, at regularly agreed time periods
Event based, as triggered by a major incident, request for a change in service, or change or business needs or requirements.
