Index
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analytical modelling
application management
application monitoring
approach
assessment, pros and cons
benchmarking
CSI
functional group
lifecycle
Management of Risk (M_o_R)
service
assessments
advantages and risks of
gap analysis
processes, services and systems relationship
pros and cons of assessment processes
value of processes versus maturity of processes
assets
automated incident/problem resolution
availability management
availability reporting
balanced scorecard see scorecards
baseline models
behaviours
customer
employee
organizational
benchmarking
benefits
of benchmarking
measuring achieved
of trend analysis
Best Management Practice (BMP) publications
business capacity growth model
business capacity management
business cases
business continuity management (BCM)
business drivers
business impact
business intelligence
business relationship managers
business reporting
capabilities
Capability Maturity Model Integration (CMMI)
capacity management
Carnegie Mellon University
categories
benchmarking
of evaluation of CSI initiatives
KPI
challenges when implementing CSI
change
investigation of
organizational, and CSI
process changes
change management
coalitions, forming guiding
COBIT
communication
plans, defining
strategy
transformation
of vision
competencies see skills
component capacity management
component failure impact analysis (CFIA)
concepts
of knowledge management
of M_o_R framework
of organizational culture
of service management
of seven-step improvement process
configuration data
continual service improvement see CSI
Control OBjectives for Information and related Technology see COBIT
core services
cost(s)
benchmarking
and effort
management
of ownership (total)
and return on investment
Covey, Stephen
CSFs (critical success factors)
CSI (continual service improvement)
challenges, risks and success factors
implementation of
methods and techniques
and organizational change
organizing for
overview
principles
processes
register
and the service lifecycle
tools to support activities
CSI manager role
customer behaviour
customer engagement
customer-facing services
customer satisfaction surveys
customers
and assets
and benchmarking
and information
and services
data
analysis
configuration
data-poor environment
defining
gathering
layers
management, example of poor data
processing
Data-to-Information-to-Knowledge-to-Wisdom (DIKW)
Deming Cycle
see also Plan-Do-Check-Act (PDCA) cycle
Deming, W. Edwards
departmental requirements
departments and divisions
drivers
business
external and internal
first- to fourth-order
effort and cost
employee behaviour
enabling and enhancing services
environmental management
eSCM framework
evaluation
event management
expanded incident lifecycle
external service providers
fault tree analysis
financial management for IT services
frameworks
designing a service measurement
eSCM
ITIL
Management of Risk (M_o_R)
public
Risk IT process
functional groups
functions
gap analysis
goals
deriving measurements and metrics from
high-level and KPIs
and metrics
governance
enterprise
of IT
of risk
groups
see also functional groups
implementation of CSI
communication strategy and plan
considerations and challenges
cost and effort
governance
and organizational change
review and evaluation
starting approaches
incident management
industry norms, comparison with
information analysis
information management
information presentation and use
information security management
inputs
across service lifecycle
and CSI roles
definition
to identify improvement strategy
by lifecycle stage
to measurement
to monitoring process
interfaces
internal service providers
interpretation of metrics
ISO 31000
see also risk management
ISO/IEC 20000
see also IT service management
ISO/IEC 27001
see also information security management
ISO standards
IT
balanced scorecard
financial management for
governance
green
managers
operations management
publications
Risk IT
IT service continuity management (ITSCM)
IT service definition
IT service management (ITSM)
ITIL
guidance and web services
introduction to framework
and the OSI framework
qualification scheme
reasons for success
relationship with other BMP guides
service lifecycle
ITIL publications
ITIL Continual Service Improvement
ITIL Service Design
ITIL Service Operation
ITIL Service Strategy
ITIL Service Transition
key performance indicators see KPIs
knowledge management
concepts
as CSI support tool
and IT decisions
and the SKMS
KPIs (key performance indicators)
and high-level goals
number of
qualitative and quantitative
samples of, for different processes
suitability for purpose
of value of service management processes
lifecycle approach
Management of Risk (M_o_R)
see also risk management
management systems
market performance
maturity assessments
measurement and metrics
balanced scorecard
creating scorecards and reports
CSFs and KPIs
defining what to measure
framework for effort and cost
and goals
interpreting metrics
measuring benefits
organizational metrics
service quality metrics examples
SWOT analysis
target setting
tension metrics
types of metrics
usage of
from vision to measurement
see also service measurement
measurement-based management
modelling
models
baseline
business capacity growth
CMMI (Capability Maturity Model Integration)
process
responsibility (RACI)
service management
service measurement
monitoring
of application and service performance
of CSI
detection of incident
procedures
reasons for
objectives
of CSI
deriving measurements and metrics from
of seven-step improvement process
organizational behaviour
organizational capabilities
organizational change
organizational culture
organizational metrics
organizing for CSI
competence and training
customer engagement
functions
organizational development
responsibility model (RACI)
roles
organizing for service management
competence and skills
functions
organizational culture and behaviour
roles
OSI (Open Systems Interconnection) framework
outages
outputs
across service lifecycle
definition
by lifecycle stage
to monitoring process
performance
performance indicators see KPIs
performance management
performance monitoring
Plan-Do-Check-Act (PDCA) cycle
policy
reporting
seven-step improvement process
template example
portfolio management
post-implementation review (PIR)
presentation layer
PRINCE2 (PRojects IN Controlled Environments, V2)
principles
of CSI
of Management of Risk (M_o_R)
of seven-step improvement process
problem management
process assessments
process changes
process compliance
process maturity comparison
process metrics
process re-engineering
process roles
process managers
process owners
process practitioners
processes
CSI see seven-step improvement process
service management
programme management
project management
proprietary knowledge
public frameworks and standards
quality
quality management systems
quality metrics
quality systems
registers
CSI
risk
release and deployment management
releases
reporting
availability
business
levels of
service
reporting analysts
reports
creation of
examples of
requesting services
requests for change (RFCs)
resources
responsibility model (RACI)
retired services
return on investment (ROI)
business cases in a data-poor environment
creating
establishing the business case
and expectations
measuring benefits achieved
risk management
business perspective on
definition of
ISO 31000
ISO/IEC 27001
Management of Risk (M_o_R)
profiles and responsibilities
reasons for
relation to safety, security and business continuity
Risk IT
risk register
roles
Sarbanes-Oxley
scorecards
balanced
creation of
IT balanced
service desk example
service approach
service capacity management
service catalogue
service desk
measurement
service failure analysis (SFA)
service level agreements (SLAs)
service level management (SLM)
as CSI support tool
and information
service levels
achievement chart
service lifecycle
and continual service improvement
integration across
ITIL
processes through
specialization and coordination across
service management
assets, capabilities and resources
best practices
competence and skills for
functions and roles
governance
ISO/IEC 20000 series
IT service management (ITSM)
knowledge management and the SKMS
management systems
model
organizational culture and behaviour
Plan-Do-Check-Act cycle
process measurement
processes
roles and customer engagement
service lifecycle
service portfolio
service providers
services
stakeholders
versus technology domain
utility and warranty
service managers
service measurement
baselines
creating a measurement framework grid
design and development of
levels of
model
reasons for measuring
seven-step improvement process
see also measurement and metrics
service metrics
service owners
service performance monitoring
service pipeline
service portfolio
service providers
service quality metrics
service reporting
content
policy and rules
services
customer-facing
requesting
types of
utility and warranty of
Seven Habits of Highly Effective People
seven-step improvement process
challenges and risks
concepts
CSFs and KPIs
data and information analysis
data gathering
data processing
defining what to measure
identifying strategy for improvement
implementing improvement
information management
information presentation and use
policies
principles
purpose and objectives
scope
triggers, inputs, outputs and interfaces
value to business
SFIA (skills framework for the information age)
Shewhart Cycle see Plan-Do-Check-Act (PDCA) cycle
simulation modelling
Six Sigma
skills
benchmarking
and competence framework
for CSI
framework for the information age
for service management
SKMS (service knowledge management system)
software configuration management
software test management
software version control
standards
statistical analysis tools
strategic business units (SBUs)
supplier performance
suppliers
supporting services
SWOT analysis
systems and network management
target setting
teams
technical management
technical observation (TO)
technology
application of architectural layers of CMS
service-centric view of the IT enterprise
versus service management
tools to support CSI activities
technology metrics
tension metrics
time cost
total cost of ownership (TCO)
total quality management (TQM)
training
training cost
trend analysis
triggers
urgency, creating a sense of
usage
of information
of ITIL Continual Service Improvement
of measurement and metrics
users see customers
utility of services
value
of benchmarking
of CSI to business
Management of Value (MoV)
of process versus maturity of process
of service
of seven-step improvement process
vision
volume
warranty of services
wins, planning for and creating
wisdom
workflow
workload management