Service Measurement and Reporting To do this effectively, it was necessary to take metrics and data and analyze this against targets. The CSI improvement model was used as a roadmap for this SIP (Service Improvement Scenario). As the business needs changed, so had the perceived value of HYPE. HYPE had Read more…
There is great value to the business when service improvement takes a holistic approach throughout the entire lifecycle. Continual Service Improvement enables this holistic approach to be taken. Some key benefits of the Continual Service Improvement phase: * Increased growth * Competitive Advantage * Increased Return On Investment * Increased Read more…
All service providers are faced with the challenge with a balancing act of three main elements: * Resources – people, IT infrastructure, consumables and money * Features – the product or service and its quality * Time schedule – the timeframes within which various stages and the final delivery of Read more…
A benchmark captured and used as a reference point for later comparison. It is important that baselines as documents are recognized and accepted throughout the organization. Baseline must be established at each level: strategic goals, and objectives, tactical process maturity and operational metrics and KPIs. Examples 1. A Service Level Read more…
To coordinate the design of metrics, data collection and reporting activities from the other processes and functions. There are four main reasons to monitor and measure: * Validate: Are we supporting the strategy and vision? * Direct: Based on factual data, people can be guided to change behavior * Justify: Read more…