Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
7 Cards in this Set
- Front
- Back
|
Continual Service Improvement |
concerned with maintaining IT services in line with business needs, not simply to meet service targets |
|
|
Continual Service Improvement consists of which 7 step processes? |
1) Identify the strategy for improvement 2) Define what you will measure 3) Gather the data 4) Process the data 5) Analyse the information and data 6) Present and utilize the information 7) Implement Improvement |
|
|
Objectives of CSI...? |
- Seek out and recommend improvement opportunities
- Perform analysis on service level performance
- Identify and implement activities to improve IT service quality and processes
- Improve IT service delivery cost effectiveness
- Ensure quality management methods are suitable |
|
|
DIKW Model
|
Data - raw facts (steps 2 &3 of process)
Information - Process data collected (step 4) Knowledge - Info. placed in a context that equips the holder to act upon and use the info. (Step 5 & 6) Wisdom - Accumulation of data, info, and knowledge that leads to understanding (Step 7) |
|
|
Main Types of Metrics (3)
|
1) Process Metrics
2) Service Metrics 3) Technology Metrics |
|
|
Different Measures
|
1) Critical Success Factors
2) Key performance Indicators |
|
|
Baseline
|
used in continual service improvement as a comparison point for verifying improvement activity
|
