Mind Your P’s and Q’s
This presentation, delivered at the 2007 itSMF Australia National conference, explores the use of best practices for the management of IT Performance and Service Quality through the use of Business Excellence, frameworks such as ITIL and standards including ISO/IEC 20000.
- Business Excellence: examines the alignment of IT Service Management to business initiatives undertaken with business excellence frameworks such as ABEF, EFQM and Baldridge.
- Service Quality: looks at the delivery of cost-effective and better quality services to the business through the use of ITIL or standards such as ISO/IEC 20000.
- Performance Management: considers how service management metrics and KPIs should be defined, measured and aligned to business scorecards in order to measure real business benefit.
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