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 [...]
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Functions Service Desk * Service desk has been trained in HYPE and can support users * Has access to known errors and workarounds to resolve incidents. Technical Management * Designed, built, tested and rolled HYPE out into live environment * Supports HYPE service. Application Management * Made modifications to HYPE application to ensure effectively interfaced [...]
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Knowledge Management Considerations * If your SKMS is established, you would be able to identify if you have the skills required to support videoconferencing, for example. * The SKMS will also help to determine the team required to build, test and deploy HYPE. * Place to record and transfer user and support documentation. Service Asset [...]
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Service Level Management Considerations * SLR – detailed requirements that constitute the design criteria to be met e.g. secure, clear uninterrupted voice, real time video, accessible for novice users etc. * SLA structure – decision made to develop multi-level structure (based on decision of service level package used, as well as offering greater security and [...]
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To assist with your learning and understanding of how the phases and processes work together, the following scenario will be used throughout this book. This simplistic overview of a service gives examples of how the processes are utilized to create the service. The business has requested that they would like to be able to use [...]
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Our latest survey on cloud computing deals with return on investment (the full report will be out this summer). In many ways, thinking about ROI of any new technology forces decision makers to cut through both their own hype and the stuff vendors manufacture to take a studied look at benefits and risks. It’s one [...]
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