Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
32 Cards in this Set
- Front
- Back
|
IT Service Continuity Management
(ITSCM) |
(Service Design) The Process responsible for managing Risks that could seriously impact IT Services. Designed to support Business Continuity Managment
|
|
|
IT Service Management (ITSM)
|
The implementation and management of Quality IT Services that meet the needs of the Business.
|
|
|
Service Catalogue
|
(Service Design) A database or structured Document with information about all Live IT Services including those available for deployment. Its the only part of the Service Portfolio published to customers. Includes information about deliverables, prices, contact points, ordering, and request Processes.
|
|
|
Service Manager
|
A manager who is responsible for managing the end to end Lifecycle of one or more IT Services.
|
|
|
The Service Lifecycle
|
-Service Strategy
-Service Design -Service Transition -Service Operation -Continual Service Improvement |
|
|
Service Strategy
|
The phase of defining the guidelines for creating business value and achieving and maintaining a strategic advantage
|
|
|
Service Design
|
the phase of designing and developing appropriate IT services, including architecture, processes, policy and documents, in order to meet current and future business requirements.
|
|
|
Service Transition
|
the phase of planning and managing the realization of new and modified services according to customer specifications
|
|
|
Service Operation
|
the phase of managing and fulfilling all activities required to provide and support services, in order to ensure value for the customer and the service provider
|
|
|
Continual Service Improvement
|
the phase of continual improvement of the effectiveness and efficiency of IT services against business requirements
|
|
|
Governance
|
Ensuring that policies and stategy are actually implemented and that required processes are correctly followed. Includes defining roles and responsibilities, measuring and reporting and taking actions to resolve any issues identified.
|
|
|
Gradual Recovery
|
(Service Design) A recovery option which is also known as Cold Standby. Provision is made to recover the IT service in a period of time greater than 72 hours.
|
|
|
Function
|
A team or group of people and the tools they use to carry out one of more Processes or Activities; Example: Service Desk
|
|
|
Process
|
A structured set of Activities designed to accomplish a specific Objective. A process takes one or more defined inputs and turns them into defined outputs. may include policies, standards, guidelines, activities, and work instructions
|
|
|
Procedure
|
A document containing steps that specify how to achieve an Activity. Procedures are defined as part of Processes.
|
|
|
Activity
|
a set of actions designed to achieve a particular result. Usually defined as part of processes or plans and are documented in procedures
|
|
|
Work Instruction
|
A document containing detailed instructions that specify exactly what steps to follow to carry out an Activity. Contains much more detail than a procedure and is only created if the detail is needed.
|
|
|
SWOT
|
(Continual Service Improvement) Stands for
Strength, Weaknesses, Opportunities and Threats -An analysis technique |
|
|
SOP - Standard Operating Procedures
|
(Service Operation) Procedures used by IT Operations Management
|
|
|
Service Utility
|
(Service Strategy) The Functionality of an IT Service from the customer's perspective. The Business Value of an IT Service is the combination of Service Utility(what the service does) and Service Warranty (how well it does it).
|
|
|
Configuration Management System(CMS)
|
(Service Transition) A set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also includes information about Incidents, Problems, Known Errors, Changes and Releases
|
|
|
Configuration Management Database (CMDB)
|
(Service Transition) A database used to store Configuration Records throughout their Lifecycle. Stores attributes of CIs and Relationships with other CIs
|
|
|
Business Continuity Management (BCM)
|
(Service Design) The Business Process responsible for managing risks that could seriously impact the Business.
|
|
|
Business Service Management (BSM)
|
(Service Strategy) (Service Design) An approach to the management of IT Services that considers the Business Process supported and the Business value provided.
|
|
|
RACI Model
|
Responsible
Accountable Informed Consulted Used for documenting the roles and relationships of stakeholders in a process or activity |
|
|
Process Characteristic
|
Measurable ---- Metrics
Specific Result----Identify/Count Customers ---- Value Delivery Respond to Event ----Trigger |
|
|
Service Design includes
|
-Service Catalogue Management
-Service Level Management -Capacity Management -Availability Management -IT Service Continuity Management -Information Security Management -Supplier Management |
|
|
Service Strategy includes
|
-Strategy Generation
-Financial Management -Service Portfolio Management -Demand Management |
|
|
Service Transition includes
|
-Transition Planning & Support
-Change Management -Service Asset & Configuration Management -Release and Deployment Management -Service Validation & Testing -Evaluation -Knowledge Management |
|
|
Service Operation includes
|
-Service Desk
-Event Management -Incident Management -Request Fulfillment -Problem Management -Access Management -Technical Management -IT Operations Management -Application Management |
|
|
Continual Improvement includes
|
-The 7 step improvement process
-Service Reporting -Service Measurement -ROI for CSI -Business Questions for CSI -Service Level Management |
|
|
7 Step Improvement Process
|
1- Define what you should measure
2- Define what you can measure 3- Gather the data 4- Process the data 5- Analyze the data 6- Present and use the information 7- Implement corrective action |
