CIAN Basic Certificate flashcards
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32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- IT Service Management
- A set of specialized organizational capabilities for enabling value to customers in the form of services. It encompasses practices, processes, and functions used to manage services.
- Service
- A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.
- Configuration Item
- Any component that needs to be managed in order to deliver an IT service, recorded in the configuration management system with its attributes and relationships to other items.
- Utility and Warranty
- Utility is fit for purpose, describing what the service does. Warranty is fit for use, describing how well it performs in terms of availability, capacity, security, and continuity.
- Four Dimensions
- The four perspectives of service management: organizations and people, information and technology, partners and suppliers, and value streams and processes. All must be considered together.
- Value Stream
- A series of steps an organization undertakes to create and deliver products and services to consumers, combining activities that transform inputs into outputs.
- Function
- A team or group of people and the tools they use that carry out one or more processes or activities, such as a service desk team.
- Service Relationship
- The cooperation between a service provider and a service consumer, comprising service provision, service consumption, and service relationship management activities.
- Service Consumer Roles
- The customer defines requirements and takes responsibility for outcomes, the user uses the service, and the sponsor authorizes the budget for service consumption.
- Value Co-creation
- Value is created jointly through the interaction of provider and consumer. The provider cannot create value alone; outcomes depend on consumer use of the service.
- Outcomes vs Outputs
- Outcomes are results enabled for a stakeholder, while outputs are the tangible or intangible deliverables produced. Outputs may or may not lead to outcomes.
- Service Value Chain
- Six activities that convert inputs to outputs: plan, improve, engage, design and transition, obtain/build, and deliver and support.
- Service Value System
- A model showing how components and activities work together as a system to enable value creation, comprising guiding principles, governance, value chain, practices, and continual improvement.
- Guiding Principles
- Recommendations that guide behavior in any situation: focus on value, start where you are, progress iteratively with feedback, collaborate and promote visibility, think holistically, keep it simple, and optimize and automate.
- Service Design
- The practice of designing products and services in a way that they are fit for purpose and fit for use, considering people, processes, products, and partners.
- Service Level Agreement
- A documented agreement between a service provider and a customer that identifies both services and the required level of service.
- Operational Level Agreement
- An internal agreement between parts of the same organization that supports the delivery of services to customers, underpinning the service level agreement.
- Service Catalogue
- A structured document containing information about all live services, including their descriptions, prices, and dependencies, used to support service consumption and management.
- Standard Change
- A low-risk, pre-authorized change that follows a defined procedure and does not require individual assessment or authorization each time.
- Emergency Change
- A change implemented as soon as possible to resolve a major incident or security issue, with authorization procedures applied retrospectively when necessary.
- Change Enablement
- The practice that maximizes the number of successful service and product changes by ensuring risks are properly assessed, authorizing changes, and managing the change schedule.
- Incident
- An unplanned interruption to a service or reduction in the quality of a service. Incidents are resolved to restore service rather than root-caused.
- Problem
- A cause, or potential cause, of one or more incidents. Problem management identifies root causes and workarounds to reduce the likelihood and impact of incidents.
- Workaround
- A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available, enabling service restoration.
- Service Request
- A user-initiated request for something, such as a password reset, information, or access, handled through the request fulfillment process.
- Major Incident
- An incident with significant business impact that requires a separate, escalated management process and dedicated resources to resolve as quickly as possible.
- Service Desk
- The single point of contact between the service provider and users for day-to-day activities, handling incidents, service requests, and communication.
- Continual Improvement
- The practice of aligning services with changing business needs by identifying and implementing improvements to products, services, and practices.
- Continual Improvement Model
- A structured sequence: what is the vision, where are we now, where do we want to be, how do we get there, take action, and did we get there.
- Key Performance Indicator
- A metric that measures critical success factors, indicating whether a process or service is meeting its objectives and where improvement is needed.
- PDCA Cycle
- Plan-Do-Check-Act, a four-step continual improvement cycle for planning changes, implementing them, verifying results, and acting on findings.
- Governance
- The means by which an organization is directed and controlled, comprising evaluate, direct, and monitor activities that set direction and ensure accountability.