Measuring Success Ryan Ibm May 2010
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The document discusses how to develop and implement an ITIL performance management framework. It covers using key performance indicators in ITIL, IT performance management and measurement, developing internal IT scorecards, the background of the balanced scorecard approach, and ITIL service level management. The goal is to define metrics to assess IT performance and service quality to continuously improve processes.
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3 Service Level Management
4 Supplier Management
5 Availability Management
6 Capacity Management
7 IT Service Continuity Management
8 Information Security Management
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Level 1: Initial
Level 2: Repeatable
Level 3: Defined
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Practical ITSMS Transformation Techniques Competency Building
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Certificate Course in Practical IT Service Management Systems and Continual S...
Certificate Course in Practical IT Service Management Systems and Continual S...
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Measuring Customer Satisfaction: trends and challenges for Customer Service
This trend report looks at developments customer feedback programs, the importance of measuring your customers' journey and how you can measure it: NPS, CES or CSAT?
Estandar para las mejores Practicas ITIL V3
Este documento proporciona una introducción a ITIL (Information Technology Infrastructure Library) y COBIT. ITIL define los procesos considerados como mejores prácticas para la administración de las TIC, mientras que COBIT se enfoca en los requerimientos empresariales. ITIL ofrece una guía detallada para la mayoría de los procesos fundamentales de una organización de TI, con el objetivo de ayudar a controlar la calidad y costos de los proyectos de TI.
Total Quality Service Management Book 1
The document provides an introduction to total quality management (TQM), explaining that TQM is a management approach focused on continuous improvement through meeting customer needs and integrating all organizational functions, with an emphasis on quality in all processes and aspects of the organization. It discusses the history and principles of TQM, comparing it to other management styles, and noting that TQM requires organizational transformation and following its principles, including management commitment, employee empowerment, fact-based decision making, and continuous improvement with a customer focus.
ITIL [V3]
The document provides an overview of ITIL (Information Technology Infrastructure Library), which is a framework for IT service management. It defines ITIL as a set of specialized organizational capabilities for providing value to customers in the form of IT services. The document then discusses the origins and evolution of ITIL, its key components such as processes, procedures, tasks and checklists. It also outlines the various ITIL modules like service strategy, service design, service transition, service operations and continuous service improvement.
It Service Management Implementation Overview
This document describes an IT service management framework and implementation. It discusses ITIL/ITSM and the service management processes including incident and service request management. It provides an overview of the incident and service request management process including its principles, relationships between processes, and detailed processes. The document emphasizes that implementing service management requires understanding why it's being done, what resources are needed, and should be done in phases.
ITIL v3 Foundation Presentation
ITIL v3 Foundation covers core concepts of ITIL including services, service management, processes, functions, roles, and the service lifecycle. Key concepts include service strategy, service design, service transition, service operation, and continual service improvement. The document summarizes several ITIL processes related to service transition including change management, service asset and configuration management, and release and deployment management.
Incident Management
ITIL- Incident Management For Beginners
- Loved it ? Like it here and ask me for a copy :-) plz send an email to agnihotry@gmail.com
ITIL v3 Foundation Overview
The document provides an overview of ITIL (Information Technology Infrastructure Library) which is a framework for IT service management best practices. It describes the ten core ITIL processes which focus on service support and delivery. These processes include service desk, incident management, problem management, and change management. The document also discusses key ITIL concepts such as service design, service operation, continual service improvement, and roles within IT service management.
"Visual management & 5S " in Lean T.P.S (Workshop slides)
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ITIL v3 Problem Management
The document defines problem management according to ITIL. Problem management is responsible for managing the lifecycle of all problems and aims to prevent incidents, eliminate recurring incidents, and minimize the impact of incidents. It involves diagnosing the root cause of incidents, determining and implementing resolutions, and maintaining a known error database. Problem management consists of reactive and proactive processes and aims to close problems once resolved.
Visual Management by Operational Excellence Consulting
Visual management is an integral part of a Lean management system. Visual management uses displays, metrics and controls to help establish and maintain continuous flow, and giving everyone a view of the work along the value stream. It includes a set of techniques that make operation standards visible so that people can follow them more easily. These techniques expose waste so that it can be prevented and eliminated.
LEARNING OBJECTIVES:
1. Understand that visual management is an integral part of Lean transformation
2. Familiarize with the common visual tools such as red tagging, activity boards, A3 storyboards, mistake-proofing, one-point lessons, standard work, kanban, etc.
3. Gain knowledge on how to apply visual tools to add structure and stability to operations, reducing variation and increasing efficiency
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5S - The foundation for a visual workplace
Types of visual management
Visual displays
Visual metrics
Visual controls
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Andons
Warning sensors
Common visual tools
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Activity board
A3 storyboard
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CobiT, Val IT & Balanced Scorecards
The document discusses balanced scorecards and how they can be used as a management toolkit to measure performance from customer, internal process, and learning and growth perspectives in addition to traditional financial measures. It provides examples of how metrics can be cascaded down from strategic scorecards to operational unit scorecards. Cause and effect relationships between metrics are also discussed, as well as how balanced scorecards can be linked to other frameworks like COBIT and used to track performance against business objectives.
Dit yvol4iss28
This document provides a 4-step plan to help organizations implement ITIL and achieve service portfolio management (SPM). The four steps are: 1) define IT services, 2) value IT services, 3) measure IT service performance, and 4) justify IT projects. Following these steps allows organizations to identify important services, prioritize them based on business value, measure service quality, and select improvement projects that are justified in business terms. The document argues this approach will accelerate ITIL benefits and align IT with business goals like improving service quality and enhancing IT's visibility.
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This document provides an overview of the COBIT and ITIL frameworks for IT governance and service management. It describes the key components, terms, and alignment of each framework. COBIT focuses on IT processes and controls, while ITIL focuses on best practices for IT service management. The document discusses how the frameworks can be used together to guide IT governance and improve organizational processes and compliance.
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The document provides an overview of IT systems management and the ITIL (Information Technology Infrastructure Library) framework. It discusses key areas like IT service management, ITIL processes like incident management, change management and configuration management. It outlines the benefits of adopting ITIL practices like improved customer focus, quality and cost reductions. Some organizations that implemented ITIL successfully saw reductions in costs, outages and improvements in service levels. Reasons for failure included lack of management support, being too ambitious or not properly implementing processes.
IT Governance Framework
The document discusses several frameworks for IT governance - COBIT, ITIL, and Val IT. It describes the key components and benefits of each framework. COBIT focuses on controls and metrics for IT processes, while ITIL provides guidance on service delivery and support. Using the frameworks together can provide a comprehensive approach to IT governance that establishes what should be done as well as how.
What is ITIL®? - A Complete Careers Guide
ITIL is a robust and practical ITSM framework. ITIL is used in thousands of organizations around the world to help aid the deployment, integration and improvement of IT services. Earning your ITIL certification could lead to new, exciting job opportunities in IT!
Original Source: https://www.knowledgetrain.co.uk/it/itil/what-is-itil
SixSigma 【Continuous Study】
This document outlines an audit project plan for implementing the ITIL (Information Technology Infrastructure Library) framework to reduce IT incident backlogs at a company. Key aspects of the plan include:
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- Conducting interviews with stakeholders to understand needs and issues with current IT services quality.
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Msp It Goverance And Service Delivery Process
The document discusses IT service management frameworks and standards including ITIL, ISO 20000, COBIT, and ISO 27001. It uses the example of an IT services company called InfraRemote to illustrate how implementing these frameworks can help address issues like unmet service level agreements, poor customer support, and a lack of processes. Adopting standards like ITIL can help formalize processes, align IT with business goals, improve service quality, and increase maturity from an initial ad-hoc level to optimized processes.
WLS Services Brochure March 2013
The WLS value proposition is:
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This document defines control, audit, and information systems. It explains that control is a managerial function, and management is required by law to establish internal controls. An audit objectively examines financial statements to ensure they accurately represent transactions. Information system audits test IT infrastructure controls. The COBIT framework provides best practices for IT governance and management. It links control objectives and practices to business processes and objectives. COBIT 5 is the latest version, which builds on previous versions and other frameworks to provide more holistic enterprise guidance.
IT Governance - COBIT Perspective
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The document discusses the benefits of implementing ITIL (Information Technology Infrastructure Library) best practices for IT service management. ITIL provides a framework for aligning IT services with business needs and optimizing the value of IT investments. The summary is:
ITIL is a best practice framework for IT service management that focuses on planning, designing, delivering, and improving IT services. Implementing ITIL helps ensure IT services meet business objectives in a cost-effective manner and provide value. Organizations that adopt ITIL practices experience benefits like increased productivity, cost savings, improved user satisfaction, and better alignment of IT with business goals. The document provides examples of how various organizations realized financial and operational improvements through implementing ITIL's lifecycle approach
ITIL
ITIL is the most widely adopted framework for IT service management. It provides a practical guide for identifying, planning, delivering, and supporting IT services to businesses. ITIL describes generic processes, procedures, tasks and checklists that allow organizations to integrate IT with their strategies, deliver value, and maintain competency. Adopting ITIL can offer benefits like improved IT services, reduced costs, improved customer satisfaction, and a more competitive advantage. ITIL certification training is offered online to provide understanding of the ITIL service lifecycle and framework.
What is IT Infrastructure Library? 4 Important Benefits | CIO Women Magazine
In the dynamic and rapidly evolving landscape of Information Technology (IT), organizations strive to optimize their operations, enhance service delivery, and ensure seamless functionality. To achieve these objectives, many enterprises turn to frameworks and best practices that provide a structured approach to IT service management. One such framework that has gained widespread adoption is the IT Infrastructure Library (ITIL).
The service management lifecycle
The service management lifecycle includes four key stages: service strategy, service design, service transition, and service operation. Service strategy involves designing and implementing service management as an organizational capability and strategic asset. Service design ensures IT services fulfill business objectives and customer needs. Service transition focuses on risk, knowledge, change, and configuration management to smoothly transition from strategy, design, and development to operations. Service operation strives to manage operational priorities like availability. Continual service improvement (CSI) should be integrated into each stage to embed feedback and improvement across the lifecycle. CSI uses a 7-step process to identify strategy, define metrics, gather and analyze data, and implement improvements to optimize capabilities, drive efficiency and value, and demonstrate benefits
IT Performance Measurement using IT Governance Metric
Using IT Governance as a tool for measuring IT performance. COBIT 5 has provided generic metrics at strategic levels [Enterprise metrics], Tactical level [IT Goals metrics] and Operation Level [Process metrics]. We will highlight the benefits and objectives of the measurements, and then provide an approach along with suggestions on the time/frequency of measurement.
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• An Overview of IT Governance
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Oladapo Ogundeji's professional career extends over 18 years of experience focused on enhancing the strategic value of ICT in organizations through process re-engineering, strategic planning and project management for corporate objective & strategy that address business opportunities and issues.
Link of the recorded session published on YouTube: https://youtu.be/TOG3RPp1g0c
Marcos cobi t -e-itil-v040811
This document discusses the relationship between COBIT and ITIL frameworks. COBIT provides IT control objectives and audit guidelines, while ITIL provides detailed processes and best practices for IT service management. The document outlines the key domains and objectives of COBIT and shows how they overlap with the processes defined in ITIL. It also introduces Pink Elephant, which helps organizations implement COBIT and ITIL standards through expertise, templates and maturity guidelines.
Top 10 ITIL Service Management Templates with Samples and Examples (Free PDF ...
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This document provides an overview of ITIL (Information Technology Infrastructure Library). ITIL is a framework that provides best practices for IT service management. The document discusses the evolution of ITIL, compares ITIL to ITSM, defines key ITIL terminology, describes the ITIL v3 framework and five stages of the service lifecycle, and outlines some of the benefits of adopting ITIL.
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The document discusses various topics related to IT service management including: current challenges for IT organizations and how their focus needs to change; key concepts of IT service management including the five core components of service strategy, service design, service transition, service operation, and continual service improvement; an explanation of ITIL including its history, core processes, and benefits; and recommendations for conclusions.
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Measuring Success Ryan Ibm May 2010
- 1. Measuring Success! How to Develop and Implement an ITIL Performance Management Framework it SMT nz 2010 Conference Auckland, New Zealand
- 2. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6
- 4. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6
- 7. Business depends on IT performance management IT Performance Management is a Critical Tool to Enable IT Service Management © 2010 IBM Corporation
- 8. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6
- 9. The Original Balanced Scorecard Concept © 2010 IBM Corporation
- 10. The Original Balanced Scorecard Concept Adapted to an IT Scorecard © 2010 IBM Corporation
- 11. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6
- 13. ITIL V3 Processes and Functions © 2010 IBM Corporation
- 14. ITIL V3 Processes Are Decomposed Into Nine Components © 2010 IBM Corporation
- 15. Sample ITIL Key Performance Indicators – Change Management Process © 2010 IBM Corporation
- 16. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6
- 17. Development of IT Scorecards Requires Determining What to Measure © 2010 IBM Corporation Universe of IT/ITIL Performance Measures IT/ITIL Performance Measures You Determine to Use IT/ITIL Performance Measures You Can Currently Capture
- 18. Development of Specific Key Performance Indicators Requires Targets and Time Intervals Baseline Current Performance Level Benchmark Target Performance Level Desired Time Interval to Achieve Target Performance Level
- 19. IT Scorecards Should be Developed at Different Levels of an IT Organization CIO Scorecard Division/Geographic Scorecard Branch/Team Scorecard Kaplan & Norton Cascading Scorecards
- 20. Development and Management of IT Scorecards Requires a Mix of Resources © 2010 IBM Corporation
- 23. Your IT Scorecards Integrate with Your IT Organization © 2010 IBM Corporation
- 24. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6
- 26. © 2010 IBM Corporation Improving IT Service Quality Requires Understanding Potential Performance Gaps
- 27. An IT Service Level Framework is Built Upon Key Performance Indicators © 2010 IBM Corporation
- 28. IT Service Level Management Process Flow and Outputs © 2010 IBM Corporation
- 29. IT Service Level Management is the Focal Point for Performance Management and Reporting © 2010 IBM Corporation
- 30. Measuring Success! Overview Agenda © 2010 IBM Corporation Use of Key Performance Indicators in ITIL 3 IT Performance Management and Measurement 1 Internal Use of IT Scorecards 4 Background of Balanced Scorecard 2 ITIL Service Level Management 5 Questions & Answers 6