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Itil continual service improvement 2011 pdf
What are we afraid of?
Definition of CSI Initiatives, process Objective: improvement To define itil specific initiatives aimed at improving services and processes, based on the continual results of service reviews and process evaluations.Think of measurement by-design service - the service requirements include the specification of monitoring data.Objective: The, continual Service Improvement (CSI) process uses improvement methods from quality management continual in order to learn from past successes and failures.Itil 2011 CSI Exam 00:58.Organizational changes, roles and responsibilities (2) 9.Check: Measurement of processes and IT services, comparing with the objectives and creation of reports.2, ver.3) cobit (Control OBjectives for Information and related Technology) provides guidance and Best Practice for managing IT processes.Training and Exam Bodies 00:33.Tools, models, standards, quality systems.Gathering of data.Compare the list of tools with a list of measured lines (step 1).Monitoring of CSI Initiatives. Publications of itil Lifecycle 00:55.
Does anyone use the data continual resulting from measurements?
Processes: itil itil Continual Service Improvement, cSI continually improves the effectiveness and efficiency of services and processes.
Itil 2011 diante CSI Exam Tips 00:11.Data renovo analyzing Transforming data to knowledge Analyze (determine) the data: Trends: positive / negative Have there been any requests for changes?22 23 Process of improving services in 7 steps (1) Measurement - key concept for CSI 23 24 Process of improving services in 7 steps (2).Who this course is for: The main target candidate for the itil Intermediate Qualification: Continual Service Improvement Certificate includes, but is not restricted autocad to: Chief information officers (CIOs) Chief technology officers (CTOs) Managers Supervisory staff Team leaders Service designers IT architects IT planners IT consultants.Process Objective: To diante verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.Defining framework / template for reports Defining the rules, policies Simplicity of resulting reports All information relevant Automated transmission of measured / analyzed historic data into the reports 31 32 Business questions in terms trono of CSI Where do we stand?Note: If something can not be measured, it should not be included in the SLA.Scope of CSI 00:31.Determine what is which instrument able to measure.Def.: Benchmarking is the comparison portable with a benchmark reference point (baseline or best practice.Introduction to CSI 00:44.Get information from the business, diante customers, IT management.If necessary, add list of tools (configuration, customization,.). Service Capability Modules 00:37.
CSI includes processes: portable 7-step improvement process Reporting Measurement Return on investment Business questions SLM - system level management.