Service Evaluation Approaches and Comparison with the Use of ITIL

1. Service Evaluation Approaches and Comparison with the Use of ITIL Matthew Fazo BIS 461

2. 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

3. 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

4. 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

5. 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.

6. 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

7. 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

8. 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

9. Rater • Gaps to be closed: • What customers expect – what managers think they want • Management perception – specification of customer experience • Experience specification – the delivery of the experience • Delivery of customer experience – what is communicated to customers • Customer’s perception of the experience – customer’s expectation of the service

10. 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

11. 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