Join Mark Thomas for an in-depth discussion in this video Service measurement systems and metrics, part of Cert Prep: ITIL Foundations.
One of the key elements of this CSI phase…that we have started to really discuss here is kind of…being that phase that, it's not at the end,…it's not just at the beginning,…but it's throughout the entire life cycle,…it touches each one of these other phases.…One of the key pieces here is…the whole concept of measurement.…Again, you've always heard if you can't measure it,…you can't manage it, and so,…although in service design, we started to look at…the designing of metrics and measurements,…and those types of things for a service,…CSI, we're collecting, monitoring,…and determining the actions, right,…the improvement type of actions that we can employ…to improve those services.…
So, therefore, most organizations really focus just…on the technology portion of their measurements…and their metrics, but there's a much bigger piece…involved in this thing, so let's take a look at what…some of the guidelines for service measurement are.…If you think about it, before we jump into this slide,…so we want to make sure that measurement is…
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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