9 - rarely tested, expert level Flashcards
(29 cards)
What is the definition of a governance body?
A person or group responsible for setting direction, making decisions, and monitoring organizational performance.
What is the role of demand in the Service Value System?
It represents opportunities or needs from internal or external stakeholders that drive value creation.
What are the 3 key activities of governance?
Evaluate, direct, monitor.
What is the relationship between practices and value streams?
Practices provide resources and methods used within value streams to create value.
What is organizational change enablement?
Preparing, equipping, and supporting people to adopt and sustain changes.
What is the purpose of incident categorization?
To prioritize and route incidents efficiently based on type and impact.
What is the difference between impact and urgency?
Impact is the extent of harm; urgency is how quickly resolution is needed.
What is the priority matrix?
A tool that combines impact and urgency to determine incident or change priority.
What is an example of continual improvement beyond IT?
Improving HR processes, finance workflows, or customer service operations.
What is the risk of poor configuration management?
Increased incidents, failed changes, and lack of understanding about service relationships.
What is service desk empathy?
The ability of service desk agents to understand and respond appropriately to user emotions and needs.
What is the difference between warranty and availability?
Warranty includes availability, capacity, security, and continuity assurances.
What is the golden record?
A single, authoritative source of truth for data or configuration information.
What is the purpose of a knowledge article?
To provide reusable solutions, how-tos, or answers to common questions.
What is technical debt management?
Identifying, tracking, and resolving shortcuts taken in systems or processes to avoid future rework.
What is continuous integration?
The practice of regularly merging code changes into a shared repository with automated builds and testing.
What is continuous delivery?
The practice of ensuring software can be reliably released at any time.
What is experience level agreement (XLA)?
An agreement focusing on user experience rather than just technical metrics.
What is the difference between proactive and reactive monitoring?
Proactive identifies potential issues before they occur; reactive responds to issues as they happen.
What is value leakage?
Loss of expected value due to inefficiencies, errors, or unmet expectations.
What is service continuity?
The ability of a service to remain operational during or after a disruption.
What is resilience engineering?
Designing systems to absorb disturbances and continue functioning.
What is chaos engineering?
Intentionally introducing failures to test system resilience.
What is the digital product lifecycle?
The stages a digital product goes through, from idea to development, operation, and retirement.
