IT Service Management
Training, Courseware, Consultancy www.mountainview-itsm.com Goals, Activities, Inputs, Outputs and Roles
To collect, analyze, process relevant metrics from a process in order to determine its weakness and establish an action plan to improve the process.
Activities
1 Define what you should measure
2 Define what you can measure
3 Gathering the data
4 Processing the data
5 Analyzing the data
6 Presenting and using the information
7 Implementing corrective action
Repeat the Process
Inputs
Each activity has inputs
Outputs
Each activity has outputs
Roles
Process Owner, Service Manager, CSI Manager, Service Owner
Knowledge Management Process Owner
Reporting Analyst
Service Measurement and Reporting
Goal
To monitor services and report on improvement opportunities
Activities
Service Measurement
•Objective (Availability, Reliability, Performance of the Service)
•Developing a Service Measurement Framework
•Different levels of measurement and reporting
•Defining what to measure
•Setting targets
•Service management process measurement
•Creating a measurement framework grid
•Interpreting and using metrics
•Interpreting metrics
•Using measurement and metrics
•Creating scorecards and reports
•CSI policies
Service Reporting
•Reporting policy and rules
Inputs
SLA Targets, SLRs, OLAs, Contracts
Outputs
Service Improvement Program, SLAM Reports
Roles
Process Owner, Service Manager, CSI Manager, Service Owner
Knowledge Management Process Owner
Reporting Analyst
Service Strategy
Deming Cycle – Plan Do Check Act
Goal
The goal in using the Deming Cycle is steady, ongoing improvement. It is a fundamental tenet of Continual Service Improvement.
