Service Value System concepts Part I Flashcards
What is a project?
A temporary structure for delivering one or more outputs in accordance with the business case.
What is a metric?
A measurement or calculation that is monitored and reported to the management and used for improvements.
What is maintainability
It’s a metric. It’s the ability of an entity to be repaired, modified or maintained.
What is effectiveness?
It’s a metric. It’s the ability of an activity, process, practice or service to achieve its objectives.
What is thoughput?
It’s the amount of work performed over a given time.
What is a quick win?
It’s an improvement that has a quick ROI in a short period of time and with a relatively small effort/cost.
What is design thinking?
It’s a practical and human-centred approach for solving complex issues and meet both organization and customers’ needs.
What is baseline?
It’s a report. It’s the starting point used to evaluate progress and changes.
What is a feedback loop?
It’s a technic where the outputs of a part of a system are used as inputs to the same part of the system.
What does MVP mean?
Minimum viable product. It’s a product with just enough features to satisfy early customers. Early customers that provide feedback for future development.
Difference between incident and service request
A Service Request does not necessarily result in a failure or interruption of IT service. For example a request for advice by a user.
What is a service request?
It’s a request from a user or authorized representative that initiates a service action that has been agreed as normal part of service delivery.
What is a service portfolio?
It’s a complete set of products and services managed by an organisation throughout their entire lifecycles.
What is lifecycle?
It’s a complete set of stages, transition, status associated with the life of products, services or other entity
What is a workaround
It’s a temporary solution that reduces or eliminates the negative impact of an incident or problem but a full resolution is not yet available. A workaround may reduce the likelihood of an incident.
