itilfoundation认证资料—持续服务改进.pdfVIP

第6章

持续效劳改进

〔Module6ContinualServiceImprovement

〕

持续效劳改进

〔ContinualServiceImprovement〕

Ø持续效劳改进原理〔ContinualServiceImprovementPrinciples〕

Ø持续效劳改进流程〔ContinualServiceImprovementProcesses〕

Ø七步改进流程〔Theseven-stepimprovementprocess〕

Ø持续效劳改进方法和技术〔ContinualServiceImprovementmethods

andtechniques〕

Ø持续效劳改进的组织〔OrganizingforContinualServiceImprovement

〕

Ø技术考虑〔TechnologyConsideration〕

Ø实施持续效劳效劳〔ImplementationofContinualService

Improvement〕

Ø挑战、风险和关键成功因素〔Challenges,RisksandCriticalSuccess

Factors〕

*中国信息化培训中心2/77

CSI方法

Businessvision,

Whatisthevision?mission,goalsand

objectives

Baseline

Wherearewenow?

assessments

HowdowekeeptheWheredowewantMeasurable

momentumgoing?tobe?targets

Serviceandprocess

Howdowegetthere?

improvement