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ITIL Glossary > Continuous Service Improvement > Flashcards

Continuous Service Improvement Flashcards

1
Q

balanced scorecard

A

(ITIL Continual Service Improvement) A management tool developed by Drs Robert Kaplan (Harvard Business School) and David Norton. A balanced scorecard enables a strategy to be broken down into key performance indicators. Performance against the KPIs is used to demonstrate how well the strategy is being achieved. A balanced scorecard has four major areas, each of which has a small number of KPIs. The same four areas are considered at different levels of detail throughout the organization.

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2
Q

baseline

A

(ITIL Continual Service Improvement) (ITIL Service Transition) A snapshot that is used as a reference point. Many snapshots may be taken and recorded over time but only some will be used as baselines. For example: An ITSM baseline can be used as a starting point to measure the effect of a service improvement plan A performance baseline can be used to measure changes in performance over the lifetime of an IT service A configuration baseline can be used as part of a back-out plan to enable the IT infrastructure to be restored to a known configuration if a change or release fails. See also benchmark.

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3
Q

benchmark

A

(ITIL Continual Service Improvement) (ITIL Service Transition) A baseline that is used to compare related data sets as part of a benchmarking exercise. For example, a recent snapshot of a process can be compared to a previous baseline of that process, or a current baseline can be compared to industry data or best practice. See also benchmarking; baseline.

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4
Q

benchmarking

A

(ITIL Continual Service Improvement) The process responsible for comparing a benchmark with related data sets such as a more recent snapshot, industry data or best practice. The term is also used to mean creating a series of benchmarks over time, and comparing the results to measure progress or improvement. This process is not described in detail within the core ITIL publications.

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5
Q

business capacity management

A

(ITIL Continual Service Improvement) (ITIL Service Design) In the context of ITSM, business capacity management is the subprocess of capacity management responsible for understanding future business requirements for use in the capacity plan. See also service capacity management; component capacity management.

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6
Q

business perspective

A

(ITIL Continual Service Improvement) An understanding of the service provider and IT services from the point of view of the business, and an understanding of the business from the point of view of the service provider.

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7
Q

Capability Maturity Model Integration (CMMI)

A

(ITIL Continual Service Improvement) A process improvement approach developed by the Software Engineering Institute (SEI) of Carnegie Mellon University, US. CMMI provides organizations with the essential elements of effective processes. It can be used to guide process improvement across a project, a division or an entire organization. CMMI helps integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a point of reference for appraising current processes. See www.sei.cmu.edu/cmmi for more information. See also maturity.

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8
Q

capacity management

A

(ITIL Continual Service Improvement) (ITIL Service Design) The process responsible for ensuring that the capacity of IT services and the IT infrastructure is able to meet agreed capacity- and performance-related requirements in a cost-effective and timely manner. Capacity management considers all resources required to deliver an IT service, and is concerned with meeting both the current and future capacity and performance needs of the business. Capacity management includes three sub-processes: business capacity management, service capacity management, and component capacity management. See also capacity management information system.

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9
Q

COBIT

A

(ITIL Continual Service Improvement) Control OBjectives for Information and related Technology (COBIT) provides guidance and best practice for the management of IT processes. COBIT is published by ISACA in conjunction with the IT Governance Institute (ITGI). See www.isaca.org for more information.

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10
Q

continual service improvement (CSI)

A

(ITIL Continual Service Improvement) A stage in the lifecycle of a service. Continual service improvement ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Continual service improvement includes the seven-step improvement process. Although this process is associated with continual service improvement, most processes have activities that take place across multiple stages of the service lifecycle. See also Plan-Do-Check-Act.

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11
Q

CSI register

A

(ITIL Continual Service Improvement) A database or structured document used to record and manage improvement opportunities throughout their lifecycle.

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12
Q

effectiveness

A

(ITIL Continual Service Improvement) A measure of whether the objectives of a process, service or activity have been achieved. An effective process or activity is one that achieves its agreed objectives. See also key performance indicator.

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13
Q

efficiency

A

(ITIL Continual Service Improvement) A measure of whether the right amount of resource has been used to deliver a process, service or activity. An efficient process achieves its objectives with the minimum amount of time, money, people or other resources. See also key performance indicator.

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14
Q

expanded incident lifecycle

A

(ITIL Continual Service Improvement) (ITIL Service Design) Detailed stages in the lifecycle of an incident. The stages are detection, diagnosis, repair, recovery and restoration. The expanded incident lifecycle is used to help understand all contributions to the impact of incidents and to plan for how these could be controlled or reduced.

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15
Q

fault tree analysis (FTA)

A

(ITIL Continual Service Improvement) (ITIL Service Design) A technique that can be used to determine a chain of events that has caused an incident, or may cause an incident in the future. Fault tree analysis represents a chain of events using Boolean notation in a diagram.

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16
Q

gap analysis

A

(ITIL Continual Service Improvement) An activity that compares two sets of data and identifies the differences. Gap analysis is commonly used to compare a set of requirements with actual delivery. See also benchmarking.

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17
Q

Ishikawa diagram

A

(ITIL Continual Service Improvement) (ITIL Service Operation) A technique that helps a team to identify all the possible causes of a problem. Originally devised by Kaoru Ishikawa, the output of this technique is a diagram that looks like a fishbone.

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18
Q

ISO/IEC 27001

A

(ITIL Continual Service Improvement) (ITIL Service Design) An international specification for information security management. The corresponding code of practice is ISO/IEC 27002. See also standard.

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19
Q

ISO/IEC 27002

A

(ITIL Continual Service Improvement) An international code of practice for information security management. The corresponding specification is ISO/IEC 27001. See also standard.

20
Q

key performance indicator (KPI)

A

(ITIL Continual Service Improvement) (ITIL Service Design) A metric that is used to help manage an IT service, process, plan, project or other activity. Key performance indicators are used to measure the achievement of critical success factors. Many metrics may be measured, but only the most important of these are defined as key performance indicators and used to actively manage and report on the process, IT service or activity. They should be selected to ensure that efficiency, effectiveness and cost effectiveness are all managed.

21
Q

manual workaround

A

(ITIL Continual Service Improvement) A workaround that requires manual intervention. Manual workaround is also used as the name of a recovery option in which the business process operates without the use of IT services. This is a temporary measure and is usually combined with another recovery option.

22
Q

maturity

A

(ITIL Continual Service Improvement) A measure of the reliability, efficiency and effectiveness of a process, function, organization etc. The most mature processes and functions are formally aligned to business objectives and strategy, and are supported by a framework for continual improvement.

23
Q

metric

A

(ITIL Continual Service Improvement) Something that is measured and reported to help manage a process, IT service or activity. See also key performance indicator.

24
Q

operational level agreement (OLA)

A

(ITIL Continual Service Improvement) (ITIL Service Design) An agreement between an IT service provider and another part of the same organization. It supports the IT service provider’s delivery of IT services to customers and defines the goods or services to be provided and the responsibilities of both parties. For example, there could be an operational level agreement: Between the IT service provider and a procurement department to obtain hardware in agreed times Between the service desk and a support group to provide incident resolution in agreed times. See also service level agreement.

25
Q

Plan-Do-Check-Act (PDCA)

A

(ITIL Continual Service Improvement) A four-stage cycle for process management, attributed to Edward Deming. Plan-Do Check-Act is also called the Deming Cycle. Plan – design or revise processes that support the IT services; Do – implement the plan and manage the processes; Check – measure the processes and IT services, compare with objectives and produce reports; Act – plan and implement changes to improve the processes.

26
Q

quality management system (QMS)

A

(ITIL Continual Service Improvement) The framework of policy, processes, functions, standards, guidelines and tools that ensures an organization is of a suitable quality to reliably meet business objectives or service levels. See also ISO 9000.

27
Q

quick win

A

(ITIL Continual Service Improvement) An improvement activity that is expected to provide a return on investment in a short period of time with relatively small cost and effort. See also Pareto principle.

28
Q

reliability

A

(ITIL Continual Service Improvement) (ITIL Service Design) A measure of how long an IT service or other configuration item can perform its agreed function without interruption. Usually measured as MTBF or MTBSI. The term can also be used to state how likely it is that a process, function etc. will deliver its required outputs. See also availability.

29
Q

return on investment (ROI)

A

(ITIL Continual Service Improvement) (ITIL Service Strategy) A measurement of the expected benefit of an investment. In the simplest sense, it is the net profit of an investment divided by the net worth of the assets invested. See also net present value; value on investment.

30
Q

service capacity management (SCM)

A

(ITIL Continual Service Improvement) (ITIL Service Design) The sub- process of capacity management responsible for understanding the performance and capacity of IT services. Information on the resources used by each IT service and the pattern of usage over time are collected, recorded and analyzed for use in the capacity plan. See also business capacity management; component capacity management.

31
Q

service improvement plan (SIP)

A

(ITIL Continual Service Improvement) A formal plan to implement improvements to a process or IT service.

32
Q

service level agreement (SLA)

A

(ITIL Continual Service Improvement) (ITIL Service Design) An agreement between an IT service provider and a customer. A service level agreement describes the IT service, documents service level targets, and specifies the responsibilities of the IT service provider and the customer. A single agreement may cover multiple IT services or multiple customers. See also operational level agreement.

33
Q

service level requirement (SLR)

A

(ITIL Continual Service Improvement) (ITIL Service Design) A customer requirement for an aspect of an IT service. Service level requirements are based on business objectives and used to negotiate agreed service level targets.

34
Q

service level target

A

(ITIL Continual Service Improvement) (ITIL Service Design) A commitment that is documented in a service level agreement. Service level targets are based on service level requirements, and are needed to ensure that the IT service is able to meet business objectives. They should be SMART, and are usually based on key performance indicators.

35
Q

service reporting

A

(ITIL Continual Service Improvement) Activities that produce and deliver reports of achievement and trends against service levels. The format, content and frequency of reports should be agreed with customers.

36
Q

serviceability

A

(ITIL Continual Service Improvement) (ITIL Service Design) The ability of a third-party supplier to meet the terms of its contract. This contract will include agreed levels of reliability, maintainability and availability for a configuration item.

37
Q

seven-step improvement process

A

(ITIL Continual Service Improvement) The process responsible for defining and managing the steps needed to identify, define, gather, process, analyze, present and implement improvements. The performance of the IT service provider is continually measured by this process and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. Opportunities for improvement are recorded and managed in the CSI register.

38
Q

simulation modeling

A

(ITIL Continual Service Improvement) (ITIL Service Design) A technique that creates a detailed model to predict the behavior of an IT service or other configuration item. A simulation model is often created by using the actual configuration items that are being modeled with artificial workloads or transactions. They are used in capacity management when accurate results are important. A simulation model is sometimes called a performance benchmark. See also analytical modeling; modeling.

39
Q

SLAM chart

A

(ITIL Continual Service Improvement) A service level agreement monitoring chart is used to help monitor and report achievements against service level targets. A SLAM chart is typically color-coded to show whether each agreed service level target has been met, missed or nearly missed during each of the previous 12 months.

40
Q

SMART

A

(ITIL Continual Service Improvement) (ITIL Service Design) An acronym for helping to remember that targets in service level agreements and project plans should be specific, measurable, achievable, relevant and time-bound.

41
Q

snapshot

A

(ITIL Continual Service Improvement) (ITIL Service Transition) The current state of a configuration item, process or any other set of data recorded at a specific point in time. Snapshots can be captured by discovery tools or by manual techniques such as an assessment. See also baseline; benchmark.

42
Q

technical observation (TO)

A

(ITIL Continual Service Improvement) (ITIL Service Operation) A technique used in service improvement, problem investigation and availability management. Technical support staff meet to monitor the behavior and performance of an IT service and make recommendations for improvement.

43
Q

tension metrics

A

(ITIL Continual Service Improvement) A set of related metrics, in which improvements to one metric have a negative effect on another. Tension metrics are designed to ensure that an appropriate balance is achieved.

44
Q

total quality management (TQM)

A

(ITIL Continual Service Improvement) A methodology for managing continual improvement by using a quality management system. Total quality management establishes a culture involving all people in the organization in a process of continual monitoring and improvement.

45
Q

trend analysis

A

(ITIL Continual Service Improvement) Analysis of data to identify time- related patterns. Trend analysis is used in problem management to identify common failures or fragile configuration items, and in capacity management as a modeling tool to predict future behavior. It is also used as a management tool for identifying deficiencies in IT service management processes.

46
Q

value on investment (VOI)

A

(ITIL Continual Service Improvement) A measurement of the expected benefit of an investment. Value on investment considers both financial and intangible benefits. See also return on investment.

ITIL Glossary (7 decks)

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