Continual Service Improvement Measurements in ITIL – ITIL Course

Continual Service Improvement Measurements Introduction Measurements  are  crucial  for  an  organization  to  improve  the  quality  of  services offered to the customers as well as a guide when offering new services. Why do we measure? •   Validate: To validate decisions •   Direct: To direct activities •   Justify: To justify courses of action •   Intervention: To identify points of intervention Information must be analyzed and studied against strategic, tactical and operational goals, objective, critical success factors (CSFs) and KPIs. All these factors must be aligned to the goals and objectives of the business. Measurements and Metrics •   Key Performance Indicator (KPI) ƒ    Defined during Service Design and Service Transition ƒ    Becomes   the   data   inputs   to   analyze   and   identify   improvement opportunities •   Critical Success Factors (CSF) ƒ    Determine the success or failure of a Service Strategy ƒ    Defined in terms of capabilities and resources •    …
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Continual Service Improvement in Activities and Concepts ITIL – ITIL Course

Continual Service Improvement Activities and Concepts Introduction In ITIL®, improvement  becomes  a process within IT with defined activities,  inputs, outputs, roles and reporting. Activities It is essential that during CSI, ITSM processes are developed and deployed as well as develop an ongoing continual improvement strategy for each of the processes and services. These deliverables must be reviewed on an ongoing basis. The activities performed during the Continual Service Improvement are: •   Review management information •   Analyze trends •   Produce/analyze SLA reports •   Conduct maturity assessments •   Conduct internal audits •   Conduct customer satisfaction surveys •   Conduct external and internal Service reviews to identify CSI opportunities Roles CSI Manager •   Responsible for the success of all improvement activities •   Defines, monitors, analyzes and reports on KPIs and CSFs in cooperation with SLM •   Coordinates CSI activities throughout lifecycle •   Prior…
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Continual Service Improvement Models and Processes in ITIL – ITIL Course

Continual Service ImprovementModels and Processes  IntroductionModels and processes are necessary in order to execute systematic and coordinated improvement activities.In Continual Service Improvement, several approaches and processes are identified to support the improvement of services and processes.Deming CycleThe Deming Cycle is described as below:•   Also known as Plan-Do-Check-Act•   Basis for quality management and improvement•              Quality management can be successful if management and staff are committed and aim to achieve the same goals.The Deming Cycle is critical at two points in CSI: implementation of CSIs, and for the application  of  CSI  to  services  and  service  management  processes.  At implementation, all four stages of the Deming Cycle are used. With ongoing improvement,  CSI draws on the c…
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Continual Service Improvement Introduction in ITIL – ITIL Course

Continual Service ImprovementIntroduction  OverviewContinual  Service  Improvement   involves  improving  services  offered  as  well  as improving internal processes.An IT organization  should  recommend  improvements,  review  and analyze  Service Level Agreement (SLA) results, identify and implement activities to improve quality of services,   improve   cost  without   risking   quality;   and  apply  quality  management methods.PurposeThe purpose of Continual Service Improvement is to align and realign IT Services to the changing Business needs by identifying and implementing  improvements  to the IT services that support the businessprocesses.Continual   Service   Improvement   also   aims   to   improve   process   …
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Service Operation Service Operation Processes in ITIL – ITIL Course

Service OperationService Operation ProcessesService Operation ProcessesIntroductionThe purpose of Service Operation is to enable effectiveness and efficiency in delivery and support of IT services.The processes thatsupport this goal are:•   Event Management•   Incident Management•   Problem Management•   Request Fulfillment•   Access Management Incident  Management,  Request  Fulfillment  and  Access  Management  are primarily carried out by the Service Desk, with Event Management and Problem Management as primarily “back-of-house” processes.ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course
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Service Operation IT Operations Management in ITIL – ITIL Course

Service OperationIT Operations Management IT Operations ManagementIntroductionIT Operations Control is responsible for day-to-day tasks of Services offered.Purpose and RolesThe  purpose  of  IT  Operations  Management  is  to  be  responsible  for  the  daily operational activities needed to manage the IT infrastructure  defined during Service Design.IT Operations  Management  is subdivided  intoIT Operations  Control  and FacilitiesManagement:•   IT Operations Controlƒ    Responsible for day-to-day tasks, such as:ƒ    Maintaining stability of day-to-day processes and activitiesƒ             Providing  regular  scrutiny  and  recommendations   to  achieve  improved service at reduced costsƒ    Diagnosing and resolving IT operat…
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Service Operation Technical Management and Applications Management in ITIL – ITIL Course

Service OperationTechnical Management and Applications ManagementTechnical  Management  & Applications ManagementIntroductionTechnical  Management  provides  detailed  technical  skillsand resources  to support the technical infrastructure.Applications   Management   ensures   integration   of   the   application   management lifecycle.Purpose and Roles of Technical ManagementThe purpose  of Technical  Management  is to help plan, implement  and maintain  a stable technical infrastructure to support the organization’s business process.The roles of Technical Management:•              Provide detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure•   Custodian of technical knowledge and expertise•…
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Service Operation Service Desk in ITIL – ITIL Course

Service OperationService Desk  IntroductionA Service  Deskestablished  by the IT service  provider  serves as a single point of contact between the user and all IT service operations.Service Desk is one of the four functions within Service Operation.PurposeService Desk is not a process, it is a functional unit. It is the Single Point of Contact (SPOC) for the IT organization and handlesvarious types of calls. It handles all types of calls, which may be either reportedby a user or automatically generated by a tool.The Service  Deskuses the Configuration  Management  System  (CMS)  for logging and tracking calls. The CMS is a set of tools that supportsIT Service Management.The purpose of Service Desk is to support the agreed upon IT service provision by ensuring  the accessibility  and availability  of the IT organization  andby performing various supporting activities.Role and Objectives•  &nbs…
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Service Operation Service Operation Overview of Functions in ITIL – ITIL Course

Service OperationService Operation Overview of FunctionsService  Operation  Overview of FunctionsIntroductionA function in ITIL® is a set of people/roles that perform relatedactivities. There are 4 functions in Service Operation.FunctionFunction  refers  to  the  people  and  automated  measures  that  execute  a  defined process, an activity or a combination  of both. IT functions define the differentroles and responsibilities required for the overall service delivery and support of IT services.The functions in Service Operation are:•              Service Desk: A functional unit which is the single point of contact(SPOC) for the IT organization.  It handles all types of call, which can be either reported bya user or automatically generatedby a tool.•           …
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Service Operation Fulfillment Access Management Problem Management in ITIL – ITIL Course

Service OperationFulfillment Access Management Problem Management Request FulfillmentIntroductionRequest  Fulfillment  helps  to process  requests  using  predefined  and  standardized approvals.Goals and ObjectivesThe  purpose  of Request  fulfilment  is the process  is managing  the lifecycle  of all service requests from the users.The objectives of the request fulfilment processare to:•              Maintain  user  and  customer  satisfaction  through  efficient  and  professional handling of all service requests•        &n bsp;     Provide  a channel  for  users  to request  and  receive  standard  services  for which a predefined authorization and qualification process exists•&n…
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