1 - Continual Service Improvement Flashcards
1
Q
What are the 3 CSI performance metrics?
A
Technology Metrics
Process Metrics
Service Metrics
2
Q
What is the technology Metric?
A
they measure the performance of the underlying components providing services
3
Q
What is the process metric?
A
they measure the effectiveness of the service management processes
4
Q
What is the service metric?
A
they measure the effectiveness of the services provided to customers
5
Q
What are the steps in the 7-step improvement process?
A
- Identify the strategy for improvement.
- Define what is to be measured.
- Gather the data.
- Process the data.
- Analyse the information.
- Present and use the information.
- Implement improvement.
6
Q
What is a critical success factor?
A
CSFs are things that must happen for a vision or objective to be realised
