ISO 20000 Lead Implementer flashcards
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38 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Service management system
- A set of interrelated or interacting elements of an organization to establish policies and objectives, and processes to achieve those objectives for service management.
- PDCA cycle
- Plan-Do-Check-Act: a framework for continual improvement. Plan establishes objectives and processes; Do implements; Check monitors and measures; Act maintains and improves.
- Service
- A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
- Service provider
- An organization that provides services to customers. It can be internal or external to the customer organization.
- Process approach
- Managing activities as interrelated processes that function as a coherent system to achieve objectives effectively and efficiently.
- Documented information
- Information required to be controlled and maintained by the organization, including documented procedures, records, and evidence of results.
- Scope of the SMS
- The documented boundaries and applicability of the service management system, considering external and internal issues, interested parties, and services.
- Service management policy
- Top management's documented intentions and direction for service management, including commitment to satisfy requirements and continual improvement.
- Service management objectives
- Measurable goals set by the organization for service management, consistent with the service management policy and strategic direction.
- Internal audit
- A systematic, independent, and documented process for obtaining audit evidence and evaluating it objectively to determine the extent of conformity.
- Management review
- Top management's periodic evaluation of the SMS to ensure its continuing suitability, adequacy, and effectiveness, including improvement opportunities.
- Gap analysis
- A comparison of current practices with ISO/IEC 20000-1 requirements to identify missing or inadequate processes and define implementation actions.
- Service level agreement
- A documented agreement between a service provider and a customer that identifies services and their expected service levels.
- Operational level agreement
- An agreement between an internal service provider and another part of the same organization that assists in the delivery of services.
- Risk-based thinking
- Considering risks and opportunities that can affect the SMS's ability to achieve its intended outcomes, and planning actions to address them.
- Implementation project plan
- A structured plan for SMS implementation including phases, resources, responsibilities, timelines, and communication activities.
- Service portfolio
- The complete set of services managed by a service provider, including their descriptions, relationships, and value to customers.
- Incident management
- The process responsible for managing the lifecycle of all incidents, ensuring service is restored as quickly as possible.
- Problem management
- The process responsible for managing the lifecycle of all problems, identifying root causes and preventing recurrence of incidents.
- Change management
- The process responsible for controlling the lifecycle of all changes, enabling beneficial changes with minimal disruption to services.
- Service desk
- A single point of contact between the service provider and users, handling incidents and service requests.
- Service configuration management
- The process responsible for managing configuration items and their relationships, ensuring accurate configuration information is available.
- Release and deployment management
- The process responsible for planning, scheduling, and controlling the build, testing, and deployment of releases to production.
- Capacity management
- The process responsible for ensuring that the capacity of services and resources meets current and future agreed requirements.
- Availability management
- The process responsible for ensuring that services are available when needed, meeting agreed availability targets.
- Service continuity management
- The process responsible for ensuring that services can continue to be delivered at agreed levels after a disruption.
- Key performance indicator
- A measurable value that demonstrates how effectively a process or service is achieving key business objectives.
- Monitoring and measurement
- Determining what needs to be monitored and measured, the methods, timing, and responsibility for analysis and evaluation.
- Audit program
- A set of planned audit activities, considering the importance of processes, changes, and results of previous audits.
- Management review inputs
- Information such as audit results, customer feedback, process performance, and risks that are reviewed by top management.
- Nonconformity
- A failure to meet a requirement. It must be reacted to, controlled, corrected, and evaluated for corrective action.
- Corrective action
- Action taken to eliminate the cause of a nonconformity and prevent recurrence, proportionate to the effects of the nonconformity.
- Continual improvement
- A permanent objective to enhance performance, identifying and implementing improvements through analysis, audits, and management review.
- Stage 1 audit
- The initial certification audit that reviews documentation and readiness to proceed to Stage 2.
- Stage 2 audit
- The certification audit that evaluates the implementation and effectiveness of the SMS against ISO/IEC 20000-1 requirements.
- Surveillance audit
- Periodic audits conducted after certification to ensure the SMS continues to conform and is effectively maintained.
- Certification body
- An accredited organization that conducts audits and issues certification for compliance with ISO/IEC 20000-1.
- Pre-assessment
- A voluntary review conducted before the certification audit to identify gaps and readiness for certification.