Author: nbalaji

Nov - 12
2018

Continual Service Improvement 2 of 2: The Processes

There are 3 processes underContinual Service Improvement. They are the  Service Measurement, Service Reporting and the 7 Step Improvement Process However, there are few more aspects of CSI, which are important. viz. CSI Model and the overlapping SLM & Knowledge Management processes.…

Nov - 12
2018

Service Operation 1 of 3: What do you need to know?

Service Operation is where the value of the Service is actually seen by customersThe Service Operation involves Communication between Data Centre shifts, Communication related to changes, Performance reporting, Routine operational communication etc.Communication, however, is not just important for Service Operation. Communication is important…

Nov - 12
2018

Service Operation 2 of 3: The Processes

There are 5 processes underService Operation. They are Event Management, Incident Management,  Problem Management, Access Management and Request Fulfilllment Management. There are 4 functions (and 2 sub-functions) underService Operation. They are Service Desk,  Technical Management, IT Operations (the subfunctions are Operations Control & the…

Nov - 12
2018

Service Operation 3 of 3: The Functions

We saw abut the 5 processes underService Operation.  There are also 4 functions (and 2 sub-functions) underService Operation. They are Service Desk, Technical Management, IT Operations (the subfunctions are Operations Control & the Facilities Management) and Application Management. Now the…

Nov - 12
2018

Service Transition 2 of 2: The Processes

Of 7 processes underService Transition, 3 are covered in the Foundation Exam Sylllabus. They are Change Management, Service Asset and Configuration Management (SACM), Release and Deployment Management  and Knowledge Management Not covered are: Transition Planning and Support, Service Validation and the Evaluation…