Continual Service Improvement Processes Service Measurement and Reporting Goal and objectives

To coordinate the design of metrics, data collection and reporting activities from the other processes and functions. There are four main reasons to monitor and measure: * Validate: Are we supporting the strategy and vision? * Direct: Based on factual data, people can be guided to change behavior * Justify: Do we have the right[…]

IT Operations Management

The primary goal of IT Operations Management is to perform the IT organization’s day to day operational activities using repeatable and consistent actions. Some of the objectives include: * Maintenance of the ‘status quo’ to achieve stability of the organization’s day to day processes and activities * Regular scrutiny and improvements to achieve improved service[…]

ITIL Service Level Manager Roles and responsibilities

Service Level Management – Complete Certification Kit store.theartofservice.com/service–level–management-complete-certification- kit.html This Study Guide and Online Course access provides complete, coverage of all exam objectives for the Service Level Management in a systematic approach, … The Service Level Management and SLA Toolkit store.theartofservice.com/the-service–level–management-and-sla-toolkit.html You focus on defining the goals of your organization’s successful Service Level Management and let this toolkit guide you to the end result.[…]

ITIL Service improvement plans

Service Improvement Plans are formal plans to implement improvements to a process or service. They are used to ensure that improvement actions are identified and carried out on a regular basis. The identified improvements may come from: Breaches of Service Level Agreements Identification of user training and documentation issues Weak system testing Identified weak areas[…]

Hotmail to become hot again

Hotmail has not had a major upgrade in years, but that is about to change. that wee hours, I had a peek at the new version of Microsoft Hotmail that will be made public that summer (July/August) and it comes with a number of improvements that makes web newsletter nicer to use, but additionally much[…]

Introducing the Role of Incident Manager

Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:”Table Normal”;…

Process Improvements Going Nowhere? Check Your Planning

Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:”Table Normal”;…

Automation: Improving a Dynamic Environment

Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:”Table Normal”;…

Finding Balance in Process Improvements

Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 /* Style Definitions */ table.MsoNormalTable {mso-style-name:”Table Normal”;…