(1) A quantified, specific statement identifying what a service desk or support center will accomplish over a period of time, such as “reduce total cost of support by 15 percent during Q3” or “decrease customer downtime by twenty-five hours per quarter during Q4.” (2) The defined purpose or aim...
The international organization that develops standards and is best known for developing OSI, the Open Systems Interconnection reference model. Also known as the International Organization for Standardization, it is a non-governmental organization based in Geneva, Switzerland, with 162 national...
A set of related activities designed to accomplish a specific objective that creates value for the customer or stakeholder by transforming inputs into outputs. #ProcessImprovement #ITIL #Processes #ProcessManagement #ITSM #BusinessValue
(1) The process responsible for controlling the lifecycle of all changes. The primary objective of change management is to enable beneficial change with minimum disruption to IT services. A defined change management process minimizes interference and irregularity in customer service levels...
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The efficient questioning and logging of information into a database via a keyboard. It is common for some support analysts to take handwritten notes about a problem and then transcribe those notes into the problem tracking system. This process is generally acknowledged to be inefficient, time...
Responsible, Accountable, Consulted, Informed. Most often used in a table or matrix showing which persons or roles are in each category: Who is responsible, who is accountable, who is consulted, and who is informed. #OrganizationalChangeManagement #ProcessImprovement #BusinessAlignment ...
A statistical criterion for measuring a successful service. The expression of an aspect of a service in definitive and quantifiable terms, it specifies a term in an SLA and quantifies its associated measure (e.g., the percentage of total calls answered within a specific time, such as “80...
The method used to achieve business process re-engineering; the examination and reconstruction of processes. #Processes #ProcessManagement #OrganizationalChangeManagement #ITIL #BusinessAlignment #ITSM #ContinualServiceImprovement #ProcessImprovement
An activity responsible for creating one or more plans. #BestPractice #ProcessImprovement #BusinessContinuityPlan #ProfessionalDevelopment #MaturityModels #ITSM #BusinessAlignment
The process for managing the portfolio of services. Portfolio management includes the value to the business of existing and proposed new IT services, as well as the need to create new IT services and retire IT services that are no longer of value. Detailed planning and implementation is carried...