CDS 3rd import Flashcards
(164 cards)
1
Q
What does Organizations and People refer to?
A
It ensures that the way an organization is structured and managed, as well as its roles, responsibilities, and systems of authority and communication, is well defined and supports its overall strategy.
2
Q
What is included in Information and Technology?
A
It includes information and knowledge used to deliver services, as well as what is used for all aspects of the service value system.
3
Q
What does Partners and Suppliers refer to?
A
It refers to the relationship with organizations that are involved in the design, development, deployment, delivery, support, and continual improvement of services.
4
Q
What are Value Streams and Processes?
A
They are activities, workflows, controls, and procedures needed to achieve the agreed objectives.
5
Q
What is Onshoring?
A
It refers to when the vendor is in the same country.
6
Q
What is Nearshoring?
A
It refers to when the vendor is in a different country/continent but in a similar time zone.
7
Q
What is Offshoring?
A
It refers to when the vendor is in a different country/continent and is several time zones away.
8
Q
What does Insourcing mean?
A
It uses an organization’s existing resources to create, deliver, and support services.
9
Q
What is Outsourcing?
A
It occurs when the organization transfers responsibilities for the delivery of specific outputs, outcomes, functions, or entire products/services to a vendor.
10
Q
What is SIAM (Service Integration and Management)?
A
It is the approach organizations take to manage and integrate multiple suppliers in a value stream.
11
Q
What does Commodization refer to?
A
It is the action or process of treating something as a mere commodity or object of trade.
12
Q
What is a Retained Org?
A
It manages all vendors and coordinates the SIAM function itself.
13
Q
What is a Single Supplier?
A
It provides all services as well as the SIAM function.
14
Q
What is a Service Guardian?
A
It provides the SIAM function and one or more delivery functions in addition to managing other vendors.
15
Q
What is a Separate Service Integrator?
A
It provides the SIAM function and manages all the other suppliers, even though the vendor does not deliver any services to the organization.
16
Q
When should you buy?
A
When it is highly commoditized, cannot be built yourself, or building isn’t core to your organization.
17
Q
When should you build?
A
When product/service changes rapidly, personalization is required, relies on internal knowledge, lacks mass market adoption, or compliance with regulations is a high priority.
18
Q
What does ‘Keep it Simple and Practical’ mean?
A
If a process, service, action, or metric fails to provide value or produce a useful outcome, eliminate it.
19
Q
What does ‘Optimize and Automate’ refer to?
A
It means to optimize before automation.
20
Q
What is meant by ‘Progress Iteratively w/Feedback’?
A
Do not attempt to do everything at once. Organize the work into smaller manageable segments.
21
Q
What does ‘Collaborate and Promote Visibility’ entail?
A
Involve the right people for an initiative to receive better buy-in, relevance, and increased likelihood of long-term success.
22
Q
What does ‘Start where you are’ mean?
A
Do not start from scratch and build something new without considering what is already available to be leveraged; the current state should be investigated and observed directly to ensure it is understood.
23
Q
What does ‘Focus on Value’ imply?
A
All activities conducted by the organization should link back, directly or indirectly, to value for itself, its customers, and other stakeholders.
24
Q
What does ‘Think and Work Holistically’ mean?
A
No service, practice, process, department, or supplier stands alone. The outputs will suffer unless it works in an integrated way to handle activities as a whole.
25
What is Advanced Analytics?
It is the autonomous or semi-autonomous examination of data or content using high-level techniques and tools.
26
What is Data Engineering?
It is data processed by programming languages and ready for analysis.
27
What is Data Science?
It is the analysis of data to gain insights using tools.
28
What is Data?
It is information that has been translated into a form that is efficient for movement or processing.
29
What is Data Visualization?
It displays the results of queries in a format that users can consume and use.
30
What does Big Data refer to?
It describes large volumes of structured, semi-structured, and unstructured data.
31
What is Trend Analysis?
It is the practice of collecting information and attempting to spot a pattern within it.
32
What are Analytic Techniques?
They are used to discover new or deep insights, make predictions, or generate recommendations.
33
What is involved in Creating Dashboards?
Connect to various data sources, data extraction, transformation, and loading, querying the centralized data, and data visualization.
34
What is a Data Complexity Factor - Data Size?
It refers to gigabytes, terabytes, petabytes, or exabytes.
35
What is a Data Complexity Factor - Data Structure?
It refers to different sources that may be in different formats.
36
What is a Data Complexity Factor - Data Type?
It includes structured entries like a customer order, unstructured text, graphics, and videos.
37
What is a Data Complexity Factor - Query Language?
Different ones are used to access databases.
38
What is a Data Complexity Factor - Data Sources?
More sources create complexity and challenges.
39
What is a Data Complexity Factor - Data growth rate?
It increases volume and variety over time.
40
What is Types of Integration - Application?
It refers to apps interacting with each other.
41
What is Types of Integration - Enterprise?
It refers to apps aligned to provide value.
42
What is Types of Integration - Business?
It refers to existing business services that are aligned.
43
What is Integration Topologies - Point-to-Point?
It involves directly linking pairs of systems for quick and easy setup.
44
What is Integration Topologies - Publish subscribe?
It involves messages published by systems to an event broker which forwards messages to designated recipients.
45
What is Approaches to Integration - Big bang?
It refers to the delivery of all integrations at once.
46
What is Approaches to Integration - Incremental delivery?
It refers to the delivery of smaller pieces in a redefined order.
47
What is Approaches to Integration - Direct Integration?
It refers to the delivery of smaller pieces as soon as they are ready.
48
What is RPA (Robotic Process Automation)?
It allows organizations to streamline business operations, lower staffing costs, and reduce errors.
49
What is Toil?
It refers to work or tasks that are automatable, tactical, do not provide any enduring value, and can easily be linearly scaled up in proportion.
50
What is Continuous Integration (CI)?
It is the practice of pushing software changes into a shared deployment pipeline on a regular basis.
51
What is Continuous Delivery (CD)?
It is the practice of making frequent deployments into the production environment.
52
What is Continuous Deployment (CD)?
It is the practice of automating the process of making frequent deployments into the production environment.
53
What is Machine Learning (ML) - Supervised?
It uses existing data to train a system to solve classification and regression problems.
54
What is Machine Learning (ML) - Unsupervised?
It requires data input but no data output since there is no supervisor review.
55
What is Artificial Intelligence (AI)?
It uses neural networks to simulate human thought.
56
What is Deep Learning?
It is a subset of machine learning based on artificial neural networks.
57
What is Culture?
It refers to values shared by a group of people, including their ideas, beliefs, practices, and expectations regarding behavior.
58
What is Cultural Fit?
It is the ability of an employee or a team to work comfortably in an environment that corresponds with their own beliefs, values, and needs.
59
What is Continual Improvement?
It is the practice of aligning an organization's practices and services with changing business needs through ongoing identification and improvement of all elements.
60
What is Customer Orientation?
It is an approach to sales and customer relations in which staff focus on helping customers meet long-term needs and wants.
61
What is Service Mindset?
It is an important component of the organizational culture that defines an organization's behavior in service relationships.
62
What is Service Empathy?
It is the ability to recognize, understand, predict, and project the interests, needs, intentions, and experiences of another party.
63
What is Feedback?
It is information about reactions to a product or service, or a person's performance of a task that can be used as a basis for improvement.
64
What is Customer Experience (CX)?
It is the sum of functional and emotional interactions with a service and service provider as perceived by a service consumer.
65
What is a Key Element of Surveys - Confidentiality?
Employees should feel able to speak their minds.
66
What is a Key Element of Surveys - Support/Understanding?
Employees must trust their managers and feel that their opinions will be listened to and taken seriously.
67
What is a Key Element of Surveys - Call to Action?
Employees must know that their feedback will be acted upon or they won't be forthcoming in the future.
68
What are the 5 keys to Communication?
It is a two-way process, communicate all the time, timing and frequency matter, no single communication method, and the message is in the medium.
69
What is Service Design - Step 1?
Understand and document service requirements.
70
What is Service Design - Step 2?
Decide whether to invest in the new service.
71
What is Service Design - Step 3?
Design and architect service to meet requirements.
72
What is Service Design - Step 4?
Build, configure, or buy service components.
73
What is Service Design - Step 5?
Deploy service components.
74
What is Service Design - Step 6?
Release service to customers and users.
75
What does Outside-in mean?
It considers a service from the customer's point of view (more holistic).
76
What does Inside-out mean?
It considers a service from the service provider's point of view (more technical).
77
What is Holistic Design?
When changing any aspect of a service design, all other aspects need to be considered.
78
What is Technical Debt?
It is the total rework backlog accumulated by choosing workarounds instead of system solutions that would take longer upfront.
79
What are Epics?
They represent a grouping of work items which have a common deliverable objective.
80
What are User Stories?
They represent smaller chunks of work items to express requirements for the deliverable product or service.
81
What is Design Thinking - Inspiration and Empathy?
It involves direct observation of people and how they work or interact with products, services, and other solutions.
82
What is Design Thinking - Ideation?
It combines different unique or variant ideas while finding the preferred solution to a problem.
83
What is Design Thinking - Prototyping?
It involves ideas with early testing, iteration, and refinement to gather feedback and improve an idea while speeding up innovation.
84
What is Design Thinking - Implementation?
It allows concepts to be brought to life and should be coordinated with all relevant service management.
85
What is Design Thinking - Evaluation?
It measures the performance of product or service implementation to ensure acceptance criteria are met and find improvement opportunities.
86
What is Software Development and Management?
It is the practice of ensuring that apps meet stakeholder needs in terms of functionality, reliability, maintainability, compliance, and auditability.
87
What is Agile?
It is a project management method characterized by the division of tasks into short phases of work.
88
What is Waterfall?
It is the industry standard project management model used to deliver a phased, predictable project.
89
What is Deployment Management?
It is the practice of moving new or changed hardware, software, documentation, processes, or any other service component to live environments.
90
What does Deploy mean?
It is the act of making software or service available on the intended target system or product.
91
What does Release mean?
It is the act of making software or service available for use by the intended users or customers.
92
How can you Reduce Deployment Risks?
Make deployments and releases incremental, treat deployments and releases separately, and conduct smaller and more frequent deployments.
93
What is a Deployment Approach - Blue/Green?
It involves deploying new services/systems side by side with live production versions.
94
What is a Deployment Approach - Canary?
It involves deploying new services/systems to a limited number of users first.
95
What is Service Validation and Testing?
It is the practice of ensuring that new or changed products and services meet defined requirements.
96
What is Early Life Support (ELS)?
It involves methods used to support a product/service during its initial release.
97
What are Dedicated Teams?
They are created to focus on the issues caused by the upgrade during early life support.
98
What are Super users/service desk?
They are trained users or support staff who assist others with the initial use of services.
99
What are Floor Walkers?
They provide onsite support from members of the product/project team.
100
What is Change Enablement?
It is the practice of ensuring risks are properly assessed, authorizing changes to proceed, and managing the change schedule.
101
What is Workforce and Talent Management Practice?
It ensures that the organization has the right people with the appropriate skills and knowledge in the correct roles to support its business objectives.
102
What is a Value Stream?
It is a series of steps an organization undertakes to create and deliver products and services to service consumers.
103
What is Results based measuring and reporting?
It focuses only on the outcomes of employee actions.
104
What is an Outcome?
It is a result for a stakeholder enabled by one or more outputs.
105
What is an Output?
It is a tangible and intangible deliverable of an activity.
106
What is Value?
It is the perceived benefits, usefulness, and importance of something.
107
What is Value Leakage?
It occurs when the service consumer is unable to derive maximum value from the sub-optimal product or service.
108
What is Value Stream Mapping?
It is a method of visualizing the flow, from demand/opportunity to value, and planning how that flow can be improved.
109
What is a Workflow?
It is a sequence of steps in a process to convert an input to an output.
110
What is Cycle Time?
It is the amount of time required to complete a discrete unit of work, converting inputs to outputs.
111
What is Wait Time?
It is the amount of time a discrete unit of work waits in a queue before work begins.
112
What is Lead Time?
It is the total time required to complete a discrete unit of work from when it enters the process queue to when the process ends.
113
What is a Process Queue?
It is the number of discrete units of work waiting to be operated upon by a process.
114
What is Work in Progress (WIP)?
It is the number of discrete units of work currently being operated on but not yet completed.
115
What is Throughput?
It is the rate at which work enters or exits the system.
116
What are Queues and Backlogs?
They are caused when the demand for work exceeds the capacity to complete it within the expected timeframe.
117
What is Triage?
It is a form of prioritization determined by the urgency of a work item based upon an assessment of the impact a delay may cause.
118
What is Swarming?
It is managing work in which a variety of specialist resources or stakeholders work on an item until it becomes apparent who is best placed to continue with the work.
119
What is Prioritization of Work?
It is necessary for co-creating value while minimizing the costs and risks that arise from unfulfilled demand and idle capacity.
120
What are Dispatch Swarms?
They meet frequently throughout the day to review incoming work, select quick to complete items, and validate that correct info has been recorded.
121
What are Backlog Swarms?
They convene on a regular basis at the request of product or service specialists who need input from members of other specialist groups to avoid delays.
122
What are Drop in Swarms?
They involve experts who are either made continuously available or continuously monitor the activity of other teams to decide if and when to get involved.
123
What is Problem Management?
It is the practice of reducing the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
124
What is a Problem?
It is a cause or potential cause of one or more incidents.
125
What is Knowledge Management?
It is maintaining and improving the effective, efficient, and convenient use of information.
126
What is Service Level Management?
It sets clear business-based targets for service performance so that the delivery of a service can be properly assessed.
127
What is the Continual Improvement Model - What is the vision?
It refers to the business vision, mission, goals, and objectives.
128
What is the Continual Improvement Model - Where are we now?
It involves performing baseline assessments.
129
What is the Continual Improvement Model - Where do we want to be?
It involves defining measurable targets.
130
What is the Continual Improvement Model - How do we get there?
It involves defining the improvement plan.
131
What is the Continual Improvement Model - Take action?
It involves executing improvement actions.
132
What is the Continual Improvement Model - Did we get there?
It involves evaluating metrics and KPIs.
133
What is a Competency Profile - (L) Leader?
It involves decision making, delegating, overseeing other activities, providing incentives, and motivation.
134
What is a Competency Profile - (A) Administrator?
It involves assigning and prioritizing tasks, record-keeping, ongoing reporting, and initiating basic improvements.
135
What is a Competency Profile - (C) Coordinator/Communicator?
It involves coordinating multiple parties, maintaining communication between stakeholders, and running awareness campaigns.
136
What is a Competency Profile - (M) Methods and Techniques Expert?
It involves designing and implementing work techniques, documenting procedures, consulting on processes, work analysis, and continual improvement.
137
What is a Competency Profile - (T) Technical Expert?
It involves providing technical expertise and conducting expertise-based assignments.
138
What is a Competency Model - T Shaped?
It refers to an expert in one area who is broadly knowledgeable in other generalized areas.
139
What is a Competency Model - Pi Shaped?
It refers to an expert in or near expert in two areas and broadly knowledgeable in other generalized areas.
140
What is a Competency Model - Comb Shaped?
It refers to being strong in multiple areas and broadly knowledgeable in other generalized areas.
141
What does Shift Left mean?
It refers to moving work closer to its source by using an integrated approach to improving the flow efficiency and effectiveness of work.
142
What is an Organization?
It is a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives.
143
What is Organizational Structure?
It is concerned with how to build and maintain different structures in organizations.
144
What is a Functional Organizational Structure?
It is a hierarchical arrangement based on organizational control, lines of authority, or technical domain.
145
What is a Divisional Organizational Structure?
It is when activities are arranged around market, product, or geographical groups.
146
What is a Flat Organizational Structure?
It is a structure with reduced or non-existent hierarchical reporting lines that is challenging to maintain as the organization increases in scope or size.
147
Who are Stakeholders?
They are persons or organizations that have an interest or involvement in an organization's product, service, practice, or entity.
148
Who is a User?
It is a person or role who uses services.
149
Who are Customers?
They are persons or roles who define the requirements for a service and take responsibility for the outcomes of service consumption.
150
What are Support teams?
They are teams with the responsibility to maintain normal operations, address user requests, and resolve incidents and problems related to specified products, services, or other configuration items.
151
Who are Suppliers?
They are stakeholders responsible for providing services that are used by an organization.
152
Who are Partners?
They are organizations that work closely together to achieve common goals.
153
What are Relationship Managers?
They are roles responsible for maintaining good relationships with one another.
154
What is an org?
An org is an entity that has an interest or involvement in a product, service, practice, or other entity.
155
Who is a User?
A User is a person or role who uses services.
156
What is a Customer?
A Customer is a person or role who defines the requirements for a service and takes responsibility for the outcomes of service consumption.
157
What are Support teams?
Support teams are responsible for maintaining normal operations, addressing user requests, and resolving incidents and problems related to specified products, services, or other configuration items.
158
Who are Suppliers?
Suppliers are stakeholders responsible for providing services that are used by an org.
159
What are Partners?
Partners are orgs that work closely together to achieve common goals.
160
What are Relationship Managers?
Relationship Managers are roles responsible for maintaining good relationships with one or more customers.
161
Who is Senior Management?
Senior Management is a person or role who is an executive or upper-level manager within the org.
162
What are the differences between organizational structures?
Differences include: Grouping/teaming criteria, Location, Relation to value streams, Team members' responsibility and authority, Sourcing of competences.
163
What is Cooperation?
Cooperation is working to achieve a goal.
164
What is Collaboration?
Collaboration is working to create something.
