Problem Management
A collection of documentation, lessons learned, workarounds, and root cause identifiers.
Knowledge Base
What is an unplanned interruption to an IT Service or a reduction in the quality of an IT Service?
Incident
What is the current Application used in Corporate Liquidity and Bank Treasury to manage change tickets?
Remedy
A collection of best practices and process designed to help an IT company provide a better customer experience.
ITIL
Coolest person at FIS
Tedlin.....Obviously
Documentation provided to the customer and housed internally which describes a problem investigation.
Root Cause Analysis
What is used to the review the quality of incident tickets?
Incident Quality Matrix
How a change that is urgent, important and with possible high Risk/Impact called?
Emergency change
The Service Management team's dear leader.
Ste Ackroyd
Under what Corporate group does Managed Services fall?
CIO
A group of physical servers housing multiple virtual machines on each
Cluster
Incident that has a major impact to the client but is not critical
What is a SevB incident?
What can resolve or cause incident?
Change
What does SM use to measure the business and to improve performance?
Key Performance Indicators (KPIs)
Daily Double!!!!
Name the three Unified "S" categories underneath FIS ONE.
Solutions, Support, Service Delivery
Commonly used process to determine the root cause of an incident.
5 Whys?
Helps restore service operations as quickly as possible, whilst minimizing the impact on business operations.
What is Incident Management?
What is a time and place where teams discuss about changes and where significant changes are being approved?
Change Advisory Board (CAB)
Daily Double!!!!!!!
What team is responsible for the delivery documentation and communication to clients, while maintaining the FIS-Client relationship?
Client Service Management
Used to regulate how companies conduct business, and more specifically it defines how companies report on compliance controls.
SSAE 18
How does PM extract the work that we need from others?
Buttering them up
What are the four things reviewed in incidents?
1. Responsiveness
2. Communication
3. Ticket Management
4. Resolution
What is the final step in the Change Lifecycle?
The verification and close down approval step
This team is a branch of the Service Management team responsible for driving Service Improvement Initiatives, or SIIs
Continual Service Improvement
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