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6 Steps Improved Service Quality

Tags: it department, itil, change management, management

Overview The No.1 reason for IT Infrastructure Library (ITIL) adoption according to a recent Evergreen Systems report is to improve service quality. Reports by various industry analysts claim that about 80% of service desk calls result from change-related failures self-inflicted by IT. Since most service desk calls result from failed changes, the largest impediment to service quality is the IT department itself. IT is its own worst enemy, and is the No.1 preventable cause of IT service outages. Many consultants advise adopting formal Change Management (CM) processes as a solution to this common IT organizational problem, explaining why one of the most common starting points for ITIL adoption is change management.

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Publisher: Jupitermedia
File Format: HTML
Date Published: Feb 3, 2007
Format: White Papers
Topics: Green IT

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