SMITS flashcards
SMITS · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Service
- A means of enabling value co-creation by facilitating outcomes customers want to achieve, without the customer having to manage specific costs and risks.
- Utility
- The functionality offered by a product or service to meet a particular need; it answers whether the service is fit for purpose.
- Warranty
- Assurance that a product or service will meet agreed requirements, covering availability, capacity, security, and continuity; it answers whether the service is fit for use.
- Governance EDM model
- A governance framework with three activities: Evaluate sets direction and policy, Direct assigns plans and roles, and Monitor verifies performance and conformance.
- Value stream
- A series of steps an organization undertakes to create and deliver products and services to consumers, often mapped to find waste.
- Four dimensions
- Organizations and people, information and technology, partners and suppliers, and value streams and processes; all must be considered for effective service management.
- Service value chain
- Six activities: Plan, Improve, Engage, Design and Transition, Obtain/Build, and Deliver and Support, which convert inputs into outputs.
- Value co-creation
- The idea that value emerges through an active relationship between provider and consumer, not from the provider alone delivering a service.
- Service relationship stages
- Service offering, service provisioning, and service consumption describe how providers and consumers interact to create value.
- Four Ps of strategy
- Perspective, position, plan, and pattern; these describe different ways strategy can be understood and articulated.
- Risk formula
- Risk is commonly expressed as likelihood multiplied by impact, allowing comparison and prioritization of potential events.
- Service level agreement
- A documented agreement between a service provider and a customer that identifies required services and the expected level of service.
- Operational level agreement
- An internal agreement between teams within the same organization that supports delivery of an SLA to a customer.
- Underpinning contract
- An agreement with an external supplier that supports the delivery of services covered by a service level agreement.
- Availability formula
- Availability percentage equals agreed service time minus downtime, divided by agreed service time, multiplied by one hundred.
- Service level indicator
- A measured value, such as latency or error rate, used to assess whether a service level objective is being met.
- Change enablement
- The practice of maximizing successful service and product changes by assessing risk, authorizing changes, and managing the change schedule.
- Standard change
- A pre-authorized, low-risk change that follows a defined procedure and does not require individual authorization each time.
- Emergency change
- A change that must be introduced as soon as possible, often to resolve a major incident, and is authorized through an expedited process.
- Configuration item
- Any component that needs to be managed in order to deliver an IT service, recorded in the configuration management database.
- Release versus deployment
- Release makes a service or component available for use; deployment moves it into the live environment where it can be used.
- Incident
- An unplanned interruption to a service or reduction in the quality of a service, which incident management aims to restore quickly.
- Incident priority formula
- Priority is derived from impact and urgency, typically expressed as priority equals a function of impact and urgency.
- Workaround
- A temporary solution that reduces or eliminates the impact of an incident or problem before a permanent fix is available.
- Known error
- A problem that has been analyzed but not yet resolved, with a documented root cause and usually a workaround.
- Service request
- A user-initiated request for something predefined, such as information, access, or a standard change, handled through the service desk.
- Continual improvement model
- Seven steps: vision, current state, target state, plan, act, assess, and sustain, used to structure improvement initiatives.
- Critical success factor
- A necessary condition for achieving an objective; key performance indicators measure progress toward it.
- RPO and RTO
- Recovery point objective defines tolerable data loss; recovery time objective defines tolerable downtime before service must be restored.
- RAID 5
- A storage configuration using distributed parity that tolerates a single disk failure while maintaining data availability.
- CIA triad
- Confidentiality, integrity, and availability are the three core goals used to guide information security decisions and controls.
- Least privilege
- The principle of granting users only the access rights necessary to perform their role, reducing the impact of compromise.