Process and Procedure Flashcards
Procedure 5.1
Define process 5.1.1
A process is a structured set of activities designed to accomplish a specific objective which may create value for the customer of stakeholder. A process uses resources have defined objectives, inputs, outputs, activities, and resources.
Define procedures 5.1.2
A procedure is a documented set of steps that defines how to perform a process. Procedures identify the roles that perform the work/ actions, the sequence of activities, and the criteria/standard that should be met.
Defines work instructions 5.1.3
Work instructions describe how to preform steps or tasks that are outlined in a procedure, such as completing a PO of ordering supplies. Work instructions describe how to perform steps or tasks that are outlined in a procedures, such as completing a PO or ordering supplies. Work instructions are created when more detail than described in the procedures is needed complete a task.
Explain the importance of documenting processes and procedures 5.1.4
Documenting processes and procedures:
Helps to ensure consistent service
Facilitates future handling of similar incidents
Creates a resourceful atmosphere by making information readily available to others for future reference
Enables new staff to become competent more quickly
Builds confidence for professional contact handling
Encourages adherence to policies and procedures
Enables a service and support center to more readily adapt to change
Enables continuous improvement over time
Support Center Best Practices & Framework 5.2
Define service management 5.2.1
Service management is a set of specialized organizational capabilities for providing value to customers in the form of services
Define IT service Management (ITSM) 5.2.2
IT service management is the implementation and management of quality IT services that meet the needs of the business.
Describe the objective of IT Service Management (ITSM) 5.2.3
The objective of IT Service Management (ITSM) is to deliver value to customers and the business in the form of services resulting in risk reduction and reduced cost and downtime
Describe the value of ITSM best practices 5.2.4
ITSM best practices provide value by:
Ensuring that the services provided meets the business needs
Identifying areas for improvement
Ensuring consistent delivery of services
Improving individual and organizational performance, thus enhancing customer satisfaction
List sources of IT best practices and support center framework models 5.2.5
Sources of best practices and framework models include:
HDI standards and best practices Knowledge-Centered Services (KCS) Information Technology Infrastructure Library (ITIL) MOF Lean Kanban Agile DevOps Scum KCS Six Sigma
Define service desk 5.2.6
The service desk is a functional unit with specialized resources and capabilities. In many organizations, the service desk refers to the service and support center.
List the processes support center analysts typically execute 5.2.7
Support center analyst are typically responsible for executing activities in the following processes:
Incident Management Request Fulfillment Access Management Security Management Knowledge Management
Describe the concept best practice 5.2.8
A best practice is a technique, method, or process which is regarded as more effective at delivering a particular outcome than any other technique, method, or process; based on repeatable and measurable procedures that have proven themselves over time.
Describe the purpose of best practices in a service management environment. 5.2.9
The purpose of a best practice in the service management environment is to achieve better business results by using proven industry practices.
Describe the responsibilities of the support center analyst with respect to ITSM best practices 5.2.10
With respect to ITSM best practices, the support center analyst needs to understand which ITSM best practices exit practices exist and identify areas for improvement
Service Level mngmet 5.3
Describe Service Level Management (SLM) 5.3.1
Service Level Management (SLM) is a process responsible for defining, documenting, agreeing, monitoring, measuring, reporting, and reviewing the levels of IT services provided. The purpose of the Service Level Management (SLM) process is to:
Ensure that specific and measurable targets are developed for all IT services
Monitor and improve customer satisfaction
Improve the relationship and level of communication with the business and customers
Identify and initiate improvement initiatives
List the value of a Service Level Management (SLM) process 5.3.2
The value of a Service Level Management (SLM) process is to:
Improve communication via a collaborative focus on the business
Manages customer expectations and assure that expectations are realistic and achievable
Ensure that the organization is capable of meeting the defined service levels
Identify areas for improvement
Describe the responsibilities of a support center analyst in the Service Level Management (SLM) process 5.3.3
The responsibilities of a support center analyst in the Service Level Management (SLM) process are to:
Ensure understanding of the process and work within the parameters of the service targets for fulfilling requests and resolving incidents
Identify where changes to services may be needed to better meet the business needs
Define service level target 5.3.4
A documented, measurable commitment to provide a specific standard of service
Identify common Service Level Management (SLM) metrics that a support center analyst should be familiar with 5.3.5
Common Service Level Management (SLM) metrics a support center analyst should be familiar with include:
Service Level Targets (SLT) Performance
-Service targets achieved (response time, update frequency)
-Service targets breached
(response time, update frequency)
Business impact of service targets breached
Customer satisfaction with services
Describe the purpose of a service level agreement (SLA) 5.3.6
A service level agreement (SLA) is an agreement between the customer and the support center. It:
Ensures that the level of service provided meets the business needs
Sets and manages customer expectations for the level of services provided
Ensures that all the internal organizations and third parties (suppliers) that provide the services required by the business via operating level agreements (OLA) and underpinning contacts (UC).
SLA’s are documents that should be reviewed on a regular basis and updated as necessary.
List the basic components of a service level agreement (SLA) 5.3.7
The basic components of a service level agreement (SLA) include:
Service description and scope Stakeholder information Contact information Hours of service/applicability Priority matrix Service Level Targets: availability, capacity, response, and restore Identification of change windows Metrics and review information Escalation paths and procedures Penalties and /or chargeback information Cost of services Signatures and review dates
Define operational level agreement (OLA) 5.3.8
An operational level agreement (OLA) documents the agreements between the service provider and other parts of the organization, which support the delivery of services to the business. It defines roles, responsibilities, and expectations between internal groups to ensure alignment to the SLA
Define the role of the support center analyst related to operational level agreement (OLAs)
The role of the support center analyst in an operational level agreement (OLA) may include:
Meeting OLA requirements such as restore and response times
Communicating and providing status updates to stakeholders
Adhering to the guidelines outlined in the OLA/SLA and contributing to the ongoing improvement of services
