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Continual Service Improvement Review Questions
Why should monitoring and measuring be used when trying to improve services?
a) To validate, justify, monitor and improve
b) To validate, direct, justify and intervene
c) To validate, check, act and improve
d) To validate, analyse, direct and improve
Which is the first activity of the Continual Service Improvement (CSI) model?
a) Assess the customer’s requirements
b) Understand the vision of the business
c) Identify what can be measured
d) Develop a plan for improvement
The four stages of the Deming Cycle are?
a) Plan, Assess, Check, Report
b) Plan, Do, Check, Act
c) Plan, Check, Revise, Improve
d) Plan, Do, Act, Assess
Which of the following is NOT a step in the Continual Service Improvement (CSI) model?
a) What is the vision?
b) Did we get there?
c) Who will help us get there?
d) Where are we now?
What is the CORRECT order of the first four activities in the 7 Step Improvement Process?
a) Define what you should measure, define what you can measure, gather data and process data
b) Plan, Do, Check, Act
c) What is the vision, where are we now, where do we want to be, how do we get there?
d) Gather data, process data, analyse data, present data
Alert:A warning that a threshold has been reached, something has changed, or a failure has
occurred.
Asset:Any resource or capability.
Application Sizing:Determines the hardware or network capacity to support new or modified
applications and the predicted workload.
Baselines:A benchmark used as a reference point for later comparison.
CMDB:Configuration Management Database
CMS:Configuration Management System
Configuration Item (CI):Any component that needs to be managed in order to deliver an IT Service.
DML:Definitive Media Library
Function:A team or group of people and the tools they use to carry out one or more processes or activities.
Incident:An unplanned interruption to, or reduction in the quality of, an IT service
Known Error:A problem that has a documented Root Cause and a Workaround
KEDB:Known Error Database
Maintainability:A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure.
Modeling:A technique used to predict the future behavior of a system, process, CI etc
MTBF:Mean Time Between Failures (Uptime)
MTBSI:Mean Time Between Service Incidents
MTRS:Mean Time to Restore Service (Downtime)
OLA:Operational Level Agreement – internal agreements that support SLAs.
Process:A structured set of activities designed to accomplish a specific objective.
Process Owner:Role responsible for ensuring that a process is fit for purpose.
Remediation:Recovery to a known state after a failed Change or Release
RFC:Request for Change
Service:A means of delivering value to Customers by facilitating Outcomes Customers want to
achieve without the ownership of specific Costs and risks
Service Owner:Role that is accountable for the delivery of a specific IT service
SCD:Supplier and Contracts Database
Service Assets:Any capability or resource of a service provider
Serviceability:Measures Availability, Reliability, Maintainability of IT services/CI’s under control of external suppliers.
SIP:Service Improvement Plan
SKMS:Service Knowledge Management System
SLA:Service Level Agreement – agreements between service providers and customers.
SLM:Service Level Manager
SLR:Service Level Requirements
SSIP:Supplier Service Improvement Plan
Status Accounting:Reporting of all current and historical data about each CI throughout its lifecycle.
Trigger:An indication that some action or response to an event may be needed. All processes are triggered by some event or action taking place; otherwise we would not know when to execute them.
Tuning:Used by Capacity Management to identify areas of the IT infrastructure that could be better utilized.
UC:Underpinning Contract – manages supplier relationships and services provided by them.
Utility:Functionality offered by a product or service to meet a particular need. Often summarized as ‘what it does’.
VBF:Vital Business Function
Warranty:A promise or guarantee that a product or service will meet its agreed requirements.
Workaround:The pre-defined and documented technique in which to restore functionality to the user with the required functionality. A workaround is NOT a permanent (structural) solution, and only addresses the symptoms of errors.
1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?
c) Is there budget?
2. What is the RACI model used for?
Date: 2015-12-11; view: 1527
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