Continual Service Improvement Flashcards Preview

ITIL Foundation Exam Study Guide > Continual Service Improvement > Flashcards

Flashcards in Continual Service Improvement Deck (11):
1

What is continual service improvement?

Continual service improvement is the process of managing improvements to services and service assets, in order to align them with changing business needs.

2

What is the Deming Cycle?

The Deming Cycle, created by W. Edwards Deming, is the cycle of Plan, Do, Check, & Act.
- Plan: Establish goals for improvement, define steps to close the gap, etc.
- Do: Develop and implement a project to close the gap.
- Check: Compare the results to the measures of success from Plan.
- Act: Determine if further work is necessary to close other gaps.

3

What is a vision?

A vision is a description of what an organization intends to become in the future?

4

What is a mission statement?

A mission statement is a short but complete description of the overall purpose of that organization. It states what is to be achieved, but not what's to be done now.

5

What is a goal?

A goal is a means to help decide on a course of action.

6

What is a critical success factor?

A critical success factor is something that must happen if a process, project, plan or service is to succeed. A service/process should have between two and five of these.

7

What is a key performance indicator?

A key performance indicator is a metric that is used to help manage a process, service, or activity.

8

What is a metric?

A metric is something that is measured and report to help manage a process, service, or activity.

9

What are baselines, and why are they important?

Baselines are expected or average values of metrics, and are used for comparison.

10

What are the seven steps of the seven-step improvement process?

The seven steps of the seven-step improvement process are:
1. Identify the strategy for improvement
2. Define what you will measure
3. Gather data
4. Process data
5. Analyze data & information
6. Present and use information
7. Implement improvement.

11

What is a continual service register?

A continual service register is a database or structured document used to record and manage improvement opportunities throughout their lifecycle.