CONTINUAL SERVICE IMPROVEMENT
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- 1.Bab 8 CONTINUAL SERVICE IMPROVEMENT IT Service Management
- 2.CONTINUAL SERVICE IMPROVEMENT Recommended processes for evaluating and improving the quality of IT services in order to adapt to changing business requirements supported by IT services. CSI's goal is to continuously align IT services with changing business needs by identifying and improving IT services that support business processes. These improvements include service strategy, service design, service transition and service operation.
- 3.CONTINUAL SERVICE IMPROVEMENT A collection of processes to evaluate and improve all processes at other stages, both in terms of increasing customer satisfaction and cost efficiency. Benefits of CSI: gradual and continuous improvement, particularly in terms of service quality and cost-effectiveness; ensure that IT services are always in synergy with the business; increased cost, time and resource efficiency; identification of improvement and improvement opportunities; meet the demand for service quality levels.
- 4.CONTINUAL SERVICE IMPROVEMENT CSI Activities: Measure Reviewing/evaluating achievements Planning repair activities Carry out repair activities Make a report
- 5.MEASUREMENT OF IT ACHIEVEMENT Improve IT services through improving service management processes (process) and improving the performance of IT supporting components (technology). CSI measurement: technology metrics, process metrics, and service metrics.
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- 7.KEY PERFORMANCE INDICATORS Compliance Quality Performance Value
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- 9.CSI IMPLEMENTATION METHOD Deming Cycle
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- 13.CSI – DEMING CYCLE
- 14.CONTINUAL SERVICE IMPROVEMENT APPROACH
- 15.THE SEVEN STEP IMPROVEMENT PROCESS
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