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…
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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 activit…
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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   e…
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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•   …
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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•              Provide  a channel  for  users  to request  and  receive  standard  services  for which a predefined authorization and qualification process exists•&nb…
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Service Operation in Event Management Incident Management Request ITIL – ITIL Course

Service OperationEvent Management Incident Management Request Event ManagementIntroductionEvent Management is an important processin Service Operation lifecycle because it detects, records and updates past and currentevents for future reference.Event is defined as any detectable  or discernable  occurrence  thathas significance for  the  management  of  the  IT  infrastructure  or  the  delivery  of  IT  service  and evaluation of the impact a deviation might cause to the services may be considered an event.Purpose and ObjectivesThe purpose of Event Management  is to enable stability in IT services delivery and supportby monitoring all events that occur throughout the IT infrastructure,  to allow for “normal” Service Operation and to detect and escalate exceptions.The objectives  of Event  Management  areto detect  Events,  understand  them&nbs…
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Service Operation Definitions in ITIL – ITIL Course

Service OperationDefinitionsIntroductionService Operation  covers a prominent  part of the service lifecycle. It contains very important  key terms that are essential  to understanding  howITIL® processes  and functions work.Key DefinitionsThere are several key definitions in Service Operations:•   Event: Detectable occurrence that arise from the IT infrastructure.•              Alert: A warning that a threshold has been exceeded or something significant has occurred in the IT infrastructure.•   Incident: An unplannedinterruption to an IT Service.•   Problem: The unknown root-cause of one or more Incidents.•              Workaround:  A  temporary  solution  to  a  problem  that  enables  the  user  to continue   using &nbs…
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Service Operation Introduction in ITIL – ITIL Course

Service Operation  IntroductionOverviewThe Service Operation stage manages the Service providers’ performance.Purpose and ObjectivesService  Operation  provides  improvement  activities  as  well  as  supports  all  other lifecycles on a day-to-day basis.The purpose of the service operation stage of the service lifecycle is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to businessusers and customers.The objectives of Service Operationare:•   Handle day-to-day operation of Services.•              Coordinate  and carry out the activities  and process  required  to deliver and manage services.•              Responsible  forthe ongoing management  of the technology  that is used to de…
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Service Operation Index Content in ITIL – ITIL Course

Service Operation IntroductionDefinitionsEvent ManagementIncident ManagementRequest Fulfillment Access Management Problem ManagementService Operation Overview of FunctionsService DeskTechnical Management and Applications ManagementIT Operations ManagementService Operation Processes ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course
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ITIL Introduction INDEX Content in ITIL Course

ITIL IntroductionOverview                                                                                                        Governance and Practice                                                                               IT Service Management            &nb…
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Service Transition INDEX Content in ITIL – ITIL Course

Service TransitionIntroduction                                                                                                     Process Overview                                                         &nb…
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Service Transition Release and Deployment Management in ITIL – ITIL Course

Service Transition Release  and Deployment ManagementIntroductionRelease Management processcontrols productions of software and hardware within the IT infrastructure and arranges their distribution within the operational environment.“Release and Deployment Management aims to build, test and deliver the capability to  provide   the  services   specified   by  service   design   that  will  accomplish   the stakeholders’ requirements and deliver the intended objectives.”Purpose and ObjectivesThe  purpose  of  the  release  and  deployment  management   process  is  to  plan, schedule and control the build, test and deploymentof releases and to deliver new functionality   required  by  the  business  while  protecting  the  integrity  of  existing servicesThe objectives of R…
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Service Transition Knowledge Management in ITIL – ITIL Course

Service TransitionKnowledge Management IntroductionKnowledge  Management  handles  a  variety  of  knowledge  in  the  forms  of  data, information and experience.Knowledge  Management  ensures  that valuable  knowledge  is stored and managed for ease of future reference.Purpose and ObjectivesThe purpose  of Knowledge  Management  is to ensure  that the right information  is delivered  to the appropriate  place  or person  at the right  time  to enable  informed decision.The objectives of Knowledge Management are as follows:•              Improve the quality of management decision-making by ensuring that reliable and secure knowledge, information and data is available•              Enable the service provide…
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Service Transition Service Asset and Configuration Management in ITIL – ITIL Course

Service Transition Service Asset and Configuration ManagementIntroductionSACM plays an important role in protecting the integrity of Service Assets and Configuration Items as well as provide accurate information about assets and Configuration Items that supportsthe service managementprocesses.Purpose and ObjectivesService Asset and Configuration Management is a process that manages the service assets in order to support other service management processes.The  purpose  of  the  Service  Asset  and  Configuration  Management  process  is  to ensure that the assets requiredto deliver servicesare properly controlled, and that accurate and reliable information about those assets is available when and where it is needed.The objectives of SACM are to:•              Ensure  that  assets  under  the  control  of the  IT organizat…
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Service Transition Change Management in ITIL – ITIL Course

Service TransitionChange Management IntroductionA Change  must be implemented  efficiently  to ensure that it provides  a permanent solution  to a problem,  with minimum  disruption  to services.  Changes  include  new services as well as current servicesthat need to be changed.PurposeThe purpose of Change  Management  is to ensure that standardized  methods  and procedures are used for controlled, efficient and prompthandling of all Changes, in order to minimize the impact of change-related incidents upon service quality.Change Managementresponds to the business and IT Requests for Change that will align the services with the business needs.The Change  Management  process  aims at providing  themanaged  and controlled environment that the currentbusiness requires.ObjectivesThe objectives of change management are to:•         …
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