Term
| Continual Service Improvement (CSI) |
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Definition
| the alignment and realignment of services, processes, functions, etc with changing business needs. |
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Term
| 4 Purposes of measurement in CSI |
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Definition
Justify a proposed course of action
Direct activity
Intervene wien corrective action is required
Validate actions which have already been taken |
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Term
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Definition
| ... establishes the reason for measurement. It has not value unless you are trying to achived something |
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Term
| CSF (critical success factors: def) |
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Definition
| define specif things taht must happen if objectives are to be achieved |
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Term
| KPI (key performance indicatiors: def) |
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Definition
| metrics which specifically indicate progress or performance around or toward CSF |
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Term
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Definition
| definitions of what and how something will be meausred |
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Term
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Definition
| actual readings taken based upon a specific metric |
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Term
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Definition
| improvement model made up of 4 steps: Plan, Do, Check, Act |
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Term
| 7-step Improvement Process |
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Definition
| guiding questions to perpetuate improvmentWhat is the vision, where are we now, where do we want to be, how do we get there, did we get there, how do we maintain momentum? |
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Term
| SIP (Service Improvement Plan: def) |
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Definition
| the primary output of periodic service reviews carried out as part of teh CSI or SLM. |
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Term
| How does 7 Step Improvment process use measurement as a guide for service performance? |
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Definition
| Decide what to measure, what can be measured, gather data, process data, analyze data, present data, implement corrective action |
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Term
| SLM (Service Level Measurement:def) |
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Definition
| a processes with in the Service Design phase and CSI that empahsizes regular measurement and review of services |
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Term
| "Bounded Rationality" and the role of IT automation |
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Definition
| refers to teh limits which constrain humans ability to entertain more that a few factors at a time when seeking to make decisions in complex situtations |
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Term
| What Phase can use automation? |
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Definition
| All phases of the service lifecycle can be supported using technology and automation |
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Term
| How can automation be best be used to support processes? |
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Definition
| Process definition should precede attempts to purchase or apply technolgy to process, Processes should be simplified prior to automating them |
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