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:
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.
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