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ITIL, CMMI, MOPS, six-Sigma, LEAN.... (where to start?) A Voyage Thru the Acronyms. Methodologies ... - page 9 / 35

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© Dennis Adams Associates Limited, 2006

Some Best Practices in the ITIL Library

How to get the best benefit from a SERVICE DESK

Single point of contact, Monitoring and escalation on behalf of customers.

A systematic way of managing INCIDENTS:

Log / Classify / Investigate / Diagnose / Resolution

Being Pro-Active: PROBLEM MANAGEMENT

Root Cause Analysis, Kepner & Tregoe Analysis, Ishikawa diagrams.

Stopping dangerous changes: CHANGE & RELEASE MANAGEMENT

Impact Analysis and Authorisation before Changes

Keeping track of IT Assets: CONFIGURATION MANAGEMENT

Being Customer-Focused: SERVICE LEVEL MANAGEMENT

FINANCIAL MANAGEMENT: Charge-back to reflect the cost to the Business.

CAPACITY: Prediction instead of Panic

AVAILABILITY Design for continual up-time

IT SERVICE CONTINUITY: DR / BCP Risk Assessment and Planning

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