Matthew Fazo BIS 461 Goal of Evaluation The goal of these evaluations are to find cohesion between IT business processes and the needs and the expectations of the customer experience Try to improve on current service management that is already in place ID: 815387
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Slide1
Service Evaluation Approaches and Comparison with the Use of ITIL
Matthew
Fazo
BIS 461
Slide2Goal of Evaluation
The goal of these evaluations are to find cohesion between IT business processes and the needs and the expectations of the customer experience
Try to improve on current service management that is already in place
Slide3ITIL Overview
ITIL started being used in 2005
Used 10 categories for evaluation
Scope
Terms/Definitions
Planning
Requirement of Management System
Implementing
Relationship Processing
Control Processes
Resolution Processing
Release Processes
Slide4ITIL Cont’d
ITIL was revised into 6 major categories
Service Level Management
Availability Management
Capacity Management
IT service continuity
Information Security Management
Supplier Management
Slide5ITIL Service Level Management
Maintain and improve on service quality through a cycle of agreeing, monitoring, reporting, and improvement
Cycle continually reports on the relationship between IT and the business processes.
Slide6Availability Management
Serviceability – the ability and ease of service that is required by clients
Reliability – how timely a component can be expected to perform under specified conditions without fail
Recoverability – the time it should take to restore services after a failure
Maintainability – the ease of which a service action can be controlled
Resilience – the ability for a component to withstand failure
Security – how secure is system to hold off security breaches
Slide7ITIL SLM Processes
Gather Data – Identify a SLM manager and form a team to run the implementation
Build a Plan – create a plan and communicate with the organization to ensure gaps between IT and business functions are closed
Execute Plan
Initiate Processes – begin report processing on executed plan
Post
I
mplementation Review – document and report problems, identify changes that need to occur in order to provide better cohesion between processes
Slide8RATER approach
Simple model useful for exploring and assessing customer service experiences
Efficient in helping organizations organize efforts in bridging gaps between perceived and expected services
Survey based information retrieval
Measures 5 Sections
Reliability
Assurance
Tangibles
Empathy
Responsiveness
Slide9Rater
Gaps to be closed:
What customers expect – what managers think they want
Management perception – specification of customer experience
Experience specification – the delivery of the experience
Delivery of customer experience – what is communicated to customers
Customer’s perception of the experience – customer’s expectation of the service
Slide10Goal-Centered Evaluation
Determine the task objectives of the system
Develop criteria to assess how objectives are obtained
Comparing actual costs and benefits vs. Planned costs and benefits
Slide11System-Resource Evaluation
Assessments of the standards for good processes
Understanding customer needs and wants
Are current systems providing respectable customer services
Is technology being used being used correctly and effectively
Does it work well with current business processes