Category:Evaluation Management

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The ITIL Map

Define a vision for your IT organisation that is aligned with the Business.Control your IT expenses!Ensure correct handling of future expectations and requirements.Provide assurance of IT services.Ensure agreement with your customer on services.Guarantee an up to date service menu.Ensure the correct capacity of your services.Ensure the correct avalability of your services.Plan for the unexpected.Ensure appropriate security for your services.Control who delivers to us.Reply to user requests in a service minded manner.Solve the unexpected in the daily operations!Detect and sort activities in your IT infrastructure.Ensure correct access to your services.Fix the unexpected in the daily operations.Reduce mistakes effecting Business.Control the changes to the IT infrastructure.Predicted performance vs. Actual performance.Change services without unexpected downtime.Assure that your service does what is intended.Keep the knowledge in your company!Keep track of how your services are interconnected.Know how to measure your services.Ensure correct analysis of your services.Standstill = Decline!Friendly and helpful single point of contact for your users.Contract between you and your customers.
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A key process in the Service Transition life cycle phase.

Example of Research & Development, Validation & Testing flow chart
Example of Research & Development, Validation & Testing flow chart


Contents

Goals & Objectives

To evaluate performances of service changes against predicted performances.

Terminology

  • Predicted performance - Risk assessment based on acceptance criteria and predicted performance.
  • Actual performance - After service changes/implemnteation, a risk assessment is based upon acceptamce critera and acrtual performance.

Roles

Scope

Evaluation of new or changed services

Activities

Risk assessments, planning evaluations, evaluating.

Interfaces

The Service Transition Manager and the Change Manager may regularly request evaluation reports

Inputs/Outputs

Inputs

  • SDP
  • SAC
  • Validation & testing reports
  • Output from other key processes in Service TRansition

Outputs

  • The evaluation reports

Value to the Business

Locating points of intervention for CSI where predicted performance did not meet actual performance.

Implementation

Implementing evaluation as a process also requires the creation of a risk management culture.

Challenges to implementation

Tips for exam

References and resources

Service Transition, OGC

Articles in category "Evaluation Management"

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