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Description
Flashcards by Buddy Armstrong, updated more than 1 year ago
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Created by Buddy Armstrong
over 3 years ago
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| Question | Answer |
| What is a Project Charter? | Formall authorizes the project and gives authority to the project manager. |
| What is a Project Scope Statement? | Describes the work to be done and serves as an agreement between project stakeholders. |
| What is IT Service Management (ITSM)? | is the implementation and management of quality IT services that meet business needs. |
| What is Control Objectives for Information and related Technology (COBIT)? | A framework for the governance and management of enterprise information and technology, aimed at the whole enterprise. |
| What is Knowledge-Centered Service (KCS)? | A methodology that seeks to integrate the creation and maintenance of knowledge into the process of interaction. |
| What is Agile Service management (Agile SM)? | Ensures that ITSM processes reflect Agile values and are designed with "just enough" control and structure in order to effectively and efficiently deliver services that facilitate customer outcomes when and how they are needed. |
| What is DevOps? | Organizational and cultural movement that aims to increase software delivery velocity, improve service reliability, and build shared ownership among software stakeholders. DORA (DevOps Research and Assessment) |
| What is Site Reliability Engineering (SRE)? | Site Reliability Engineering (SRE) is a discipline that incorporates aspects of software engineering and applies that to operations with the goal of creating ultra-scalable and highly reliable software systems. |
| What is IT4IT? | IT4IT is a vendor-neutral, technology-agnostic, and industry agnostic reference archivesture for managing the business of IT. |
| What is ISO/IEC 20000? | ISO/IEC 20000 is an international standard that promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements. |
| What is ITIL Process Maturity Famework (PMF)? | Can be used to assess or measure the maturity of ITSM processes |
| What are the stages of maturity? | Level 1 Initial Level 2 Repeatable Level 3 Defined Level 4 Managed Level 5 Optimizing |
| What is Quality Management System (QMS)? | A framework for continual quality improvement. |
| What do customer satisfaction survey's? | Customer satisfaction surveys are a series of questions that ask customers to provide their perception of the services offered. |
| What is a Service Level Agreement (SLA)? | A written document that spells out the services that IT will provide the customer, the agreed upon and funded level of service performance, how service performance is measured and the customer's responsibilities. |
| What is Benchmarking? | Compares an organization's practices and performance metrics to those of another organization - or to industry best practice and average metrics - in an effort to identify opportunities. |
| What is a Policy? | A policy is a formal document that describes the overall intentions and direction of a service provider, as expressed by senior management. |
| What is a Plan? | A plan is a formal, approved document that describes the capabilities and resources needed to achieve a result. |
| What is Program Management? | Program Management is the process of managing a group of related projects in a coordinated way to achieve the program's strategic goals and benefits. |
| What is a Control? | A control is a rule designed to ensure that an organization is operating in a manner that adheres to corporate policies and procedures. |
| What is a High-level Integration map? | High-level integration maps show the relationship that exists between processes and can be used to show the integration between associated tools. |
| What is a Relationship Map? | Relationship maps show the supplier and customer relationships that exist within the boundaries of a process, along with the inputs and outputs produced. |
| What is a Cross-functional map? | Cross-functional maps, or swim lane diagrams, show the flow of process activities across the roles or major functions of an organization. |
| What is a Flowchart? | Flowcharts show the sequence of tasks that occur in a process. |
| What is a Value Stream? | A value stream is a sequence of activities required to design, produce, and deliver a specific product or service. |
| Define the Seven Basic Tools of Quality. What are the Seven Basic Tools of Quality? | The seven basic tools of quality are simple but powerful data analysis tools that can be used to solve the majority of quality problems. - Cause-and-effect diagrams - Check Sheets - Control or run charts - Flowcharts - Histograms - Pareto charts - Scatter diagrams |
| What is a Cause-and-Effect Diagram? | A cause-and-effect diagram is used to visually display the many potential causes for a specific problem or effect. |
| What is a Check Sheet? | A check sheet is a structured, prepared form for collecting and analyzing data. |
| What is a Control Chart? | A control chart is a graph used to determine if a process is in a state of statistical control. |
| What is a Histogram? | A histogram is a chart that shows the distribution of data into ranges or bins. |
| What is a Pareto Chart? | A Pareto chart is a chart that shows the cumulative frequency of values plotted in a descending order. |
| What is a Scatter Diagram? | A scatter diagram, also know as a scatter plot, is a graph used to show how two variables are related. |
| What is a Business Case? | A business case is a report that describes the business reasons that a change is being considered. |
| What is Return on Investment (ROI)? | Measures the benefit derived from an investment - such as a process improvement project - and compares it with the total cost of the project. |
| What is a Cost Benefit Analysis? | A cost benefit analysis compares the costs and benefits of two or more potential solutions. |
| What is a RACI Matrix | A RACI Matrix maps the roles and responsibilities of the various people and teams engaged in preforming a process, with the activities of the process. |
| What is a Metric? | A metric is a performance measure. |
| What is the purpose of Education? | Education focuses on acquiring general knowledge and developing capabilities such as reasoning a judgement (i.e., leaning to know) |
| What is Training? | Training is practical education (i.e., learning to do) |
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