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.
What is CMDB?
Configuration Management Database. Which stores configuration records throughout their entire lifecycles. A CMDB also maintains the relationship between the configuration records.
What is IT infrastructure?
All the IT asset managed by an organisation and necessary to deliver an IT service (hardware, software, networks, facilities).
What is specifications?
A documented description of the properties of products, service or configuration item.
Can all the 7 ways been used to apply the 7 ITIL guiding principles?
Yes
If a user contacts service desk to reset a password which scenario is this?
A service request
