Must Know Flashcards
What are value streams and processes?
The activities the organization undertakes
What is the service value chain?
The service value chain transforms demand into actual value
What is the overall objective of the Service Value Chain?
Focused on mapping steps which are needed and trying to find improvement opportunities within these steps
What are “Most Important Practices”
A set of organization resources designed to perform work or accomplish an objective
In continual improvement, what needs to happen when new ideas are added?
Ideas need to be reprioritized when new ideas are added to the idea backlog
Who’s responsibility is continual improvement?
everyones
Where does the continual improvement journey start?
Where are we now
What is an incident?
An unplanned interruption or reduction of quality in service
What categorization of tickets do incidents use?
Problem tickets
Do major incidents require a separate procedure from normal incidents?
yes
In problem management, what is a Problem?
Unknown cause of one or more incidents
What are the phases of problem management?
Problem Identification -> Problem Control -> Error Control
- Create tickets, prioritize, categorize, assign
- Analyze, root cause, workaround
- Initiate change tickets
What is one of the most important skills of a service desk worker?
Incident analysis and prioritization
What is an SLA?
Service Level Agreement, agreement between customer and service provider
What are the key recommendations for SLAs?
- Clear Language, no jargon
- Simply written and easy to understand
- Should relate to defined outcomes
- Listen actively to customer needs
For service request management, what is the unique characteristic about requests?
The steps to fulfill the request should be well known (since this is systemized IT help, like “i need a new monitor” the steps are known)
For service request management, what sort of workflows should new processes be built from?
Existing ones
What is the optimal flow for relationship management?
Relationships are defined -> Analyzed -> Monitored -> Improved
What are IT Assets?
any financially valuable component that can contribute to the delivery of IT products and services
What is an event in monitoring and event management?
Any change of state that is significant for the management of an item or service
