SERVICE EVALUATION APPROACHES AND COMPARISON WITH THE USE OF ITIL Matthew Fazo BIS 461

GOAL OF EVALUATION  The goal of these evaluations are to find cohesion between IT business processes and the needs and the expectations of the customer experience  Try to improve on current service management that is already in place

ITIL OVERVIEW  ITIL started being used in 2005  Used 10 categories for evaluation  Scope  Terms/Definitions  Planning  Requirement of Management System  Implementing  Relationship Processing  Control Processes  Resolution Processing  Release Processes

ITIL CONT’D  ITIL was revised into 6 major categories  Service Level Management  Availability Management  Capacity Management  IT service continuity  Information Security Management  Supplier Management

ITIL SERVICE LEVEL MANAGEMENT  Maintain and improve on service quality through a cycle of agreeing, monitoring, reporting, and improvement  Cycle continually reports on the relationship between IT and the business processes.

AVAILABILITY MANAGEMENT  Serviceability – the ability and ease of service that is required by clients  Reliability – how timely a component can be expected to perform under specified conditions without fail  Recoverability – the time it should take to restore services after a failure  Maintainability – the ease of which a service action can be controlled  Resilience – the ability for a component to withstand failure  Security – how secure is system to hold off security breaches

ITIL SLM PROCESSES  Gather Data – Identify a SLM manager and form a team to run the implementation  Build a Plan – create a plan and communicate with the organization to ensure gaps between IT and business functions are closed  Execute Plan  Initiate Processes – begin report processing on executed plan  Post Implementation Review – document and report problems, identify changes that need to occur in order to provide better cohesion between processes

RATER APPROACH  Simple model useful for exploring and assessing customer service experiences  Efficient in helping organizations organize efforts in bridging gaps between perceived and expected services  Survey based information retrieval  Measures 5 Sections  Reliability  Assurance  Tangibles  Empathy  Responsiveness

RATER  Gaps to be closed: 1. What customers expect – what managers think they want 2. Management perception – specification of customer experience 3. Experience specification – the delivery of the experience 4. Delivery of customer experience – what is communicated to customers 5. Customer’s perception of the experience – customer’s expectation of the service

GOAL-CENTERED EVALUATION  Determine the task objectives of the system  Develop criteria to assess how objectives are obtained  Comparing actual costs and benefits vs. Planned costs and benefits

SYSTEM-RESOURCE EVALUATION  Assessments of the standards for good processes  Understanding customer needs and wants  Are current systems providing respectable customer services  Is technology being used being used correctly and effectively  Does it work well with current business processes