ITIL CSI-Continual Service Improvement- Service Measurement (ITIL Certification Training 2018)

Here's some of the cool stuff you'll learn in the video-
ITIL CSI-Continual Service Improvement- Service Measurement (ITIL Certification Training 2018)

TYPES OF METRICS IN CONTINUAL SERVICE IMPROVEMENT (CSI)

What are metrics?
A metric is a scale of measurement defined in terms of a well-defined unit. It defines what is to be
measured and is a system of parameters or ways of quantitative assessment of a process that is to be
measured.

The three types of metrics that an organization needs to collect in order to support CSI and other
process activities are:

TECHNOLOGY METRICS
Often associated with component and application-based
metrics such as performance, availability, etc. The various
design architects and technical specialists are responsible
for defining the technology metrics.

PROCESS METRICS
This is captured in the form of KPIs – Key Performance
Indicators, and activity metrics for the service management
processes and which determine the overall quality of the
process. KPIs help answer key questions based on the
quality, performance, value and compliance. CSI would use
these metrics to identify improvement opportunities at
each process.

SERVICE METRICS
This is a measure of the end-to-end service performance.
Individual technology and process metrics are used when
calculating the end-to-end service metrics.


This ITIL Foundation Continual Service Improvement Service Measurement video explains the different metrics involved, performance baselines and CSI Register.

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ITIL School (or ITIL Knowledgeshare) channel has been designed with an intention to share my knowledge purely to help others get ITIL 2011 Foundation concepts in an easy and faster way. ITIL® Foundation is the most widely acknowledged entry-level ITIL certification for IT professionals. Today’s IT departments need qualified experts who can deliver effective IT services.
This channel will include an overview of the ITIL V3 Lifecycle, Service Strategy, Service Design, Service Transition, Service Operation, and Continual Service Improvement phases and show you how lifecycle stages are linked, processes involved, and best practices for enhancing the quality of IT service management to reduce costs and increase productivity.Also to the beginners and those aspiring to write ITIL 2011/V3 Foundation exam in 2018.

Who are Target audience?
Project Staff with job roles like IT Administrators, Technical Team Lead, IT Consultants, Server Administrators, Project Managers, Business Analysts& Architects.

ITIL 2011/V3 Foundation previous video links:

ITIL Foundation Continual Service Improvement Overview (2018)
https://youtu.be/9kLlWfTGBro

ITIL V3 Service Operation Function - Technical Management (2018)
https://youtu.be/_4GBNZkUnFo

ITIL V3 Service Operation Function - Service Desk (2018)
https://youtu.be/EkyZYmLpkVY

ITIL V3 Foundation Service Operation - Access Management (2018)
https://youtu.be/jjJGubGs1no

ITIL V3 Foundation Service Operation - Problem Management (2018)
https://youtu.be/7RDXfb9RMRU

ITIL V3 Foundation Service Operation - Request Fulfillment (2018)
https://youtu.be/Eb2BuMD_7YI

ITIL V3 Foundation Service Operation Processes - I (2018)
https://youtu.be/DPLBb9CTOeI

ITIL V3 Foundation Service Operation Overview (2018) https://youtu.be/9Ci0wOafaCM

ITIL V3 Foundation Service Transition Processes - I (2018)
https://youtu.be/rGb2tyj45OE

ITIL V3 Foundation Service Transition Introduction
https://youtu.be/Ajl-WaOCOi4

ITIL V3 Foundation Service Strategy Processes
https://youtu.be/KvreAp_thtA

ITIL V3 Foundation Service Strategy Introduction
https://youtu.be/m-phZTNAfy4

ITIL V3 Foundation Service Management
https://youtu.be/I2hLyex-t6A

ITIL V3 Foundation Process Functions and RACI
https://youtu.be/C_sRFWmxLZA

ITIL V3 Foundation Introduction
https://youtu.be/g_dVms32mCE

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