Service Value system key concepts part III Flashcards
Definition of work instruction
A detailed description to be followed in order to perform an activity.
Definition of procedure
A documented way to carry out an activity or a process
Definition of operation
Routine running and management of products, services, activities or configuration items.
Definition of system
A combination of integrated elements; organized and maintained to achieve one or more purposes.
What is a standard?
It is a document established by consensus and approved by an authorized body.
What does a standard provides?
It provides for common and repeated use, mandatory requirements, guidelines, characteristics of its subject.
Definition of resolution
The action of solving a problem or incident.
Definition of recovery
After a failure, the action of returning a configuration item or service to normal operation.
Definition of major incident
It is an incident that has a significant impact on the business and requires immediate and coordinated resolution.
Definition of Known error
A problem that has been analyzed but has not been solved yet.
