Mer CP (men bra) ITSM

Question 1

CMMI

Answer 1

• “CMMI is a collection of best practices to support organizations to improve their processes” (SEI, 2010)
■ ”Continuous” vs. ”Staged” representation

• CMMI describes characteristics of efficient processes.

The framework consists of:
– Constellations
– Models
– Process areas
– Rules
– Information

Question 2

CMMI-SVC
(One of three constellations.
this is for services )

Answer 2

CMMI-SVC draws on concepts and practices from CMMI and other service focused standards and models, including the following:

Question 3

Balanced scorecard (BSC)

Answer 3

Financial, Customer, Internal business, Learning and growth

Four “perspectives“ of BSC:
 Financial: encourages the identification of a few relevant high- level financial measures. In particular, designers were encouraged to choose measures that helped inform the answer to the question “How do we look to shareholders?”
 Customer: encourages the identification of measures that answer the question “How do customers see us?”
 Internal Business Processes: encourages the identification of measures that answer the question “What do we have to be best at, what is important?”
 Learning and Growth: encourages the identification of measures that answer the question “How can we continue to improve and enable value?”

Question 4

 Key Goal Indicator(KGI)

Answer 4

Leading indicator for business and IT goals. Measure of success and verification of accomplishment.

Question 5

Service design

Answer 5

Utility, warranty and capabilities

Question 6

Service desk

Answer 6

captures : incident management and service request .
route it to the right place.
has a major influence on the user experience

Question 7

SLA

Answer 7

A document agreement between a service provider and a customer that identifies service requiredment and the expected level of service

Question 8

Servqual

service quality model

Answer 8

Involves gaps between customer and needs

1. Knowledge gaps
2. Standards gaps
3. Delivery gaps
4. communications gaps
5. Service Quality gaps

Question 9

Devops

Answer 9

Metoder som förenar mjukvaruutveckling med it-operationer. Sammansluter dem så de jobbar tillsammans. Kan komplettera ITSM genom:

Snabb återhämtning efter problem 
− Kortare ledtider 
− Bättre säkerhet 
− Snabb feedback 
− Tillhandahåller verktyg − Flexibilitet 


Question 10

Bimodal IT

Answer 10

Delar upp verksamheten
Mode 1 : traditional IT, Create a safe and reliable it.
Mode 2: Fast moving, innovative IT.

Question 11

Kanban

Answer 11

Is a tool/component of Lean supporting just-in-time (JiT). används för identifiera processer och optimera flöden.

Question 12

LEAN

Answer 12

Goal: Reduce waste in a system and enable greater value for the customer

System view on how a organisation is delivering value

Question 13

7 LSD Principer

Answer 13

1. Eliminate Waste
2. Amplify Learning
3. Delay Commitment
4. Empower the Team
5. Deliver Fast
6. Build Integrity In
7. See the whole