Topic 1
People are a key element of this dimension.
What is the Organizations and People Dimension?
A set of organizational resources designed for performing work or accomplishing an objective.
What is a Practice?
SVS stands for...
What is Service Value System?
Reusing resources if possible is key when applying this Guiding Principle.
What is Start Where You Are?
The MAIN factors considered to assess the priority of an incident are...
What is Urgency and Impact?
A key element of this dimension is how information is exchanged between different services and service components.
What is the Information and Technology Dimension?
A result for a stakeholder enabled by one or more outputs.
What is an Outcome?
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.
What is Service Value System?
Knowing who is being served is the first step of this Guiding Principle.
What is Focus on Value?
This practice includes the classification and ownership of queries and requests from users.
What is Service Desk?
VOIP stands for...
What is Value Streams and Processes, Organizations and People, Information and Technology, Partners and Suppliers?
A configuration of an organization’s resources designed to offer value for a consumer.
What is a Product?
Name one of the processes responsible for the regular review of underpinning contracts.
What is Supplier management and Service Level Management?
This guiding principle emphasizes the need to understand the flow of work, identify bottlenecks and remove waste.
What is Collaborate and Promote Visibility?
This practice recommends using tools for collaboration and the automated matching of symptoms.
What is Incident Management?
[?] describes the steps needed to create and deliver a specific service to a consumer.
What is a Value Stream?
“The functionality offered by a product or service to meet a particular need” is the definition of…
What is Utility?
PIEDOD stands for...
What is Plan, Improve, Engage, Design and Transition, Obtain or Build?
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.
What is Measurements?
This practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate.
What is Continual Improvement?
This dimension includes the knowledge bases needed to deliver and manage services.
What is Information and Technology?
This term is used to describe whether a service will meet availability, capacity and security requirements.
What is Warranty?
Ensures a shared understanding of the vision, current status, and improvement direction for all four dimensions is the main focus of this Value Chain Activity.
What is Plan?
Advises that all aspects of an organization are considered when providing value in the form of services, including all four dimensions of service management, is a focus of this Guiding Principle.
What is Think and Work Holistically?
This problem management activity ensures that a problem can be easily tracked and management information can be obtained.
What is Categorization?