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Thursday, December 29, 2011

Introduction to Continual Service Improvement

Once a Service Management solution has been implemented, it is not a good idea to sit back and think that the job has been done. It is a good idea to think about how the service can be improved to benefit both the organization and the end customer. All aspects of the environment will be continually changing, and the service provider must always continue to seek improvements. Continual Service Improvement is responsible for ensuring that these improvements are identified and implemented. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and the IT infrastructure in order to increase efficiency, effectiveness and cost-effectiveness.

A Real Life Example:
Remember the website example in the chapter on Introduction to Service Operation? Let’s say that due to security issues in the internet, customers’ accounts are being hijacked. It would be a good idea to implement a multi-level authentication mechanism, wherein the customer has to key-in a onetime password sent via sms or email to ensure that the person who is logging in is indeed who they claim to be. This would be a value addition to the website and a superb example of how Continual Service Improvement can benefit both XYZ IT Services and ABC Bank

Prev: Key Activities & Functions of Service Operation

Next: Goals, Purpose and Objectives of Continual Service Improvement

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