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Summary

Reporting analyst | The authority matrix | Process flows and RACI | Summary | Technology considerations | Tools to support CSI activities | IT service management suites | Event management | Service Request and fulfilment (Service Catalogue and workflow) | Performance management |


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For effective CSI it is important for organizations to view their tool requirements from an enterprise perspective as shown in Figure 7.2. Tools for CSI should support the key operational activities of the 7-Step Improvement Process: data gathering, data processing, data analysis and data presentation. Tools must provide for monitoring of each level of the service hierarchy: services, systems and components, as well as support the reporting activities for SLAs, OLAs and UCs.

Figure 7.2 Service-centric view of the IT enterprise


 

 

     

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