Service Measurement and Reporting
To do this effectively, it was necessary to take metrics and data and analyze this against targets.
The CSI improvement model was used as a roadmap for this SIP (Service Improvement Scenario). As the business needs changed, so had the perceived value of HYPE. HYPE had become an integral part of the business communication plan. As a result, new business plans/goals were established and new targets set, with an action plan for improvement.
This will identify:
* Technology improvements
* Process improvements
* Document improvements
* Training etc.
As plans were formalized and accepted by the business, Request for Changes to technology, process and documentation were submitted to Change Management.
And so it continues!