Continual Service Improvement (CSI) II
Über den Vortrag
Der Vortrag „Continual Service Improvement (CSI) II “ von Helen Morris ist Bestandteil des Kurses „Archiv - ITIL® Foundation (2011) (EN) with Exam Voucher“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- The 7 Step Improvement Process: Purpose
- The 7 Step Improvement Process: Objectives
- The 7 Step Improvement Process: Scope
- The 7 Step Improvement Process: Activities
- The 7 Step Improvement Process: Summary
Quiz zum Vortrag
ITIL identifies four common audience types to whom you present information as part of the CSI process. Which of the four is missing from this list? 1. The customers: This group will require information on IT services and what will be done if the service provision has failed specific targets. 2. Senior IT management: This group will often focus on CSFs and KPIs and the actual vs. the predicted performance against targets. This may be presented in the form of a balanced scorecard. 3. Internal IT: This group will be interested in KPIs and activity metrics to help plan and coordinate operational improvement activities.
- Suppliers: This group will be interested in KPIs and activity metrics related to their own service offerings and performance.
- Business users: This group will be interested in KPIs to help them understand how to improve their use of services.
- Project managers: This group will be interested in CSFs to help them understand how to improve their project plans.
- External users: This group will be interested in KPIs and activity metrics to understand their use of services.
Dozent des Vortrages Continual Service Improvement (CSI) II
Helen Morris
Helen Morris, the owner of Henry Gale Associates Ltd. and co-director of Helix Service Management Service Ltd., is an experienced consultant and trainer, with over 20 years of experience in service management, including operational management of service desks, technical support teams, and service level management. She provides quality training and consultancy worldwide, which has helped a number of organizations in both the public and the private sector to achieve best practice implementations. Helen Morris also leads programs to achieve significant improvements in customer satisfaction and service quality. Many of her assignments involve an initial assessment against best practice, recommendations for improvement, and target setting.Kundenrezensionen
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