Wednesday, January 27, 2010

Continual Service Improvement

Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasised the importance of continual improvements. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement.
Each of the five core titles shares a consistent structure; the various practice elements are easily navigated and extensively cross-referenced. Concepts and guidance in this publication include:
- Business and technology drivers for improvement
- Justification
- Business, financial and organisational improvements
- Methods, practices and tools
- Measurement and control
- Companion best practices

Brief Table of Contents:
Service Management as a Practice
Continual Service Improvement Principles
Continual Service Improvement Processes
Continual Service Improvement Methods and Techniques
Organizing for Continual Service Improvement
Technology Considerations
Implementing Continual Service Improvement
Challenges, Critical Success Factors and Risks
Appendix A: Complementary Guidance

File size: 2.5 MB
File type: PDF (OCR)