CSFs and KPIs Across the Service Lifecycle: Measuring Service Design
The service design stage of the ITIL service lifecycle is where the beginning application of service strategy is applied for organizational value. Value is created from the strategic plans for current and future needs of the organization and its customers. Service Design metrics help with quality deliverables that are within scope, time and cost.
In this webinar, In this webinar, Anthony Orr, ITIL author and top 25 ITSM thought leader, provides an introductory overview of critical success factors (CSFs) and key performance indicators (KPIs) for the following ITIL service design process areas:
- Service level management
- Capacity management
- Availability management
- Security management
- IT service continuity management (ITSCM)
- Catalog management
- Supplier management
- Design coordination
He also covers the importance of why you should measure your service design, examples of improvement and measurement models, different measurement perspectives, and how to develop your service design plan (SDP).
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Anthony Orr has 30 years of experience in various IT strategy, managerial, consulting and advisory positions. He is also one of the authors of “ITIL Lifecycle Suite, v3 Edition 2011”, author of “ITIL Managing Across the Lifecycle (MALC),” and other publications as well as a senior examiner for “ITIL Lifecycle Suite, v2 and v3, Edition 2011” and Cyber-Resilience certification examinations.