JSI has created this committee ensuring Policies and Strategy are actually implemented and that required Processes are correctly followed.
What is Governance?
100
TCO
What is Total Cost of Ownership?
100
Awareness Disorganization
What is Knowledge Management?
100
Any event which disrupts a service.
What is an incident?
100
Favorable outcomes when compared to a before state:
JSI achieved a 20% increase in customer satisfaction after implementing an Enterprise IT Service Management Tool.
What are improvements?
200
This is the first of 5 ITIL core book.
What is Service Strategy?
200
SLM
What is Service Level Management?
200
Remain
What is change?
200
A demand placed upon the JSI IT Department by the users.
What is a service request?
200
A benchmark used as a reference point.
What is a baseline?
300
The complete set of JSI's Services that are managed by a Service Provider.
What is the Service Portfolio?
300
SLA
What is Service Level Agreement?
300
Bind & Implement
What is Release & Deployment?
300
Unknown cause of one or more incidents
What is a problem?
300
Creating a series of benchmarks over time, and comparing the results to measure progress or improvement.
What is benchmarking?
400
A subset of the Service Portfolio.
Service Catalog
400
ITSCM
What is IT Service Continuity Management?
400
Arrangement Pieces
What is configuration items?
400
Identifying functional and manageability requirements for software
What is Application Management?
400
A measure of whether the right amount of resources have been used to deliver a process or service.
What is efficiency?
500
By facilitating outcomes customers want to achieve without the ownership of specific costs and risks, JSI's services is a means of delivering ____ to its customers.
What is value?
500
SFA
What is Service Failure Analysis?
500
TAXI
What is CAB (Change Advisory Board)?
500
Single point of contact for IT users.
What is a Service Desk?
500
A four-stage cycle for Process management, attributed to Edward Deming.