Objective 4.3 Flashcards
Assessment Methods
The _______________ chosen depends on the objectives and outputs it should produce
Assessment method
Assessment used to compare a current state with a desired future state
Gap analysis
Related to a gap analysis, the difference between current and desired state
Delta
Assessment used to identify the strengths, weaknesses, opportunities, and threats
SWOT
S.W.O.T
Strengths, Weaknesses, Opportunities, Threats
Estimates an organization’s preparedness to transition to a new way of working
Change Readiness Assessment
A role that facilitates the development, application, and advocation of new ways of working
Change Agent
Used to identify the current levels of customer or user satisfaction with a service or product
Customer/User Satisfaction Analysis
Used to determine if the service level agreements have been reached consistently
SLA Achievement Analysis
A documented agreement between a service provider and a customer that identifies both services required and the expected level of service
SLA
Act of measuring the performance of an organization’s products, services, or practices against those of a similar organization
Benchmarking
Used to evaluate the capability of something, usually a process or an organization, compared with a maturity framework, model or scale.
Maturity Assessment
Identification of the differences between actual practice and the chosen assessment criteria
Gap Analysis
Analysis of how customers and/or users feel about the services they use, based on their feedback
Customer/User Satisfaction Analysis
