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24 Cards in this Set
- Front
- Back
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What are the 3 benefits of using consistent processes?
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1. Business Alignment
2. Compliance 3. Customer Satisfaction |
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Processes define _______ work to do.
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What
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Procedures define ____ to do the work.
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How
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A supplier is a creator of process ______
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Input
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A _______ is a recipient of process output.
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Customer
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List the 3 most commonly used ITSM frameworks.
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1. ITIL
2. MOF 3. COBIT |
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A _______ _______ is a proven way of completing a task to produce a near-optimum result.
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Best, Practice
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_________ is an international standard that promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements.
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ISO/IEC 2000
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What does a maturity assessment determine about a process? 3 Things.
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1. How well its defined
2. Capability of improvement 3. Embedded in organizations culture |
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List 3 frameworks commonly used to assess ITSM process maturity.
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1. CMMI
2. ISO/ICE 15504 3. ITIL PMF |
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Quality is defined as ______ _______ _______
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Conformance to requirements
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List 5 frameworks that may be used to drive process definition and improvement activities
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1. TQM
2. Malcolm Baldrige National Quality Award 3. CMMI 4. Six Sigma 5. ISO 9000 |
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The goal of the Deming Cycle is to achieve _______ ________.
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incremental, improvement.
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List the 4 steps of the Deming Cycle.
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1. Plan
2. Do 3. Check 4. Act |
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Six Sigma is a disciplined, data-driven approach and methodology for eliminating ______ in any process.
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defects
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Lean Six Sigma focuses on removing _____ and reducing ______.
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Waste, Defects
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A _______ ________ _______ is a framework for continual quality improvement.
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Quality management system
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7 key components of a process
1. Policies 2._________ 3. Roles and responsibilities 4. _________ 5. _________ 6. Activities 7. __________ |
2. Narrative
4. Process Overview 5. Process Maps 7. Vocabulary |
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The _______ _______ describes the process and presents its objectives and goals and begins to introduce the process's vocabulary,
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Process Narrative
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A(n) ______ is an intended result.
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Objective
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A _______ is a targeted result.
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goal
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A _______ is an event that initiates the start of a process.
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Trigger
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Process maps show:
2 things |
1. The sequence of tasks that occur
2. The relationship a process has with other processes |
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A ______ ________ _________ is a group or department that centralizes, coordinates and oversees the management of projects, programs or a combination of both.
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Project Management office
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