Continual Service Improvement 2 of 2: The Processes
There are 3 processes under Continual 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.
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 for all the phases of ITIL. All communication must have an intended purpose or resultant action.Communication should not take place without a clear audience.
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 Facilities Management) and Application Management.
First the Processes:
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 Functions: Functions refer to the people (or roles) and automated measures that execute a defined process, an activity or combination of both.
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 Processes.
Continual Service Improvement 1 of 2: What do you need to know?
- CSI is for each of phases, including itself.
- The involvement of Customers in the CSI is an essential aspect along with the people on the Internal roles of the Service Provider organization. The Process Owners, Service Owner, Service Manager, CSI Manager and Customer(s) will contribute to the CSI.