A methodology for managing continuous improvement by using a quality management system. TQM establishes a culture involving all people in the organization in a process of continuous monitoring and improvement. #ConfigurationManagement #SixSigma #QualityAssurance #ContinualServiceImprovement
1) The process of listening to analysts’ telephone calls for the purpose of maintaining quality. Monitoring can be (a) silent, where analysts do not know when they are being monitored; (b) side-by-side, where the person monitoring sits next to the analyst and observes calls or; (c) record and...
A secure software library where all versions of software CI's that have been accepted from the developer or supplier are held in their definitive, quality-controlled form. By necessity, this logical library may have to occupy one or more physical locations. #ConfigurationManagement ...
The process responsible for planning, scheduling, and controlling the movement of release to test and live environments. The primary objective of release management is to ensure that the integrity of the live environment is protected and that the correct components are released. #ITIL ...
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...
A system capability that enables a supervisor or manager to remotely monitor the activity on analysts' computer terminals. #SupportOperations #QualityAssurance #Practices
The documented, procedural process for ensuring that all of the activities involved in providing services or products meet quality standards. #Metrics #PerformanceManagement #SupportOperations #QualityAssurance #Governance
The process responsible for ensuring that the quality of a product, service, or process will provide its intended value. A systematic way of ensuring that all the activities necessary to design, develop, and implement services that satisfy the requirements of the organization and of customers...
Taking action to reduce or prevent problems, questions, or disruptions from occurring. #ProblemManagement #IncidentManagement #RootCauseAnalysis #BusinessAlignment #Monitoring #MaturityModels #ServiceDelivery #QualityAssurance #Analytics #Practices #SupportOperations ...
A manual that includes everything support center analysts need to know to perform their jobs. Incorporated in the manual are the policies , procedures , call escalation charts, contact lists, supported environments, and service level agreements . #MaturityModels #BusinessContinuityPlan...
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