Naslov
Planning to Implement Continual Service Improvement processes

Autori
Kozina, Melita ; Tomičić, Emilija

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
Proceedings of the 21th Central European Conference on Information and Intelligent Systems (CECIIS 2010) / Aurer, Boris ; Bača, Miroslav ; Schatten Markus - Varaždin : Fakultet organizacije i informatike Sveučilišta u Zagrebu, 2010, 213-220

Skup
21th Central European Conference on Information and Intelligent Systems (CECIIS 2010)

Mjesto i datum
Varaždin, Hrvatska, 22.09.2010. - 24.09.2010

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
ITIL; IT Service Management (ITSM); Continual Service Improvement (CSI) principles; Planning and Implementation of the CSI processes.

Sažetak
ITIL (Information Technology Infrastructure Library) standard ensures a consistent best practice concept for setting up the IT service management processes (ITSM) built into the IT organization. The quality of IT services for business support depends on the planning, implementation, measuring, analysis and continual improvement of the IT service management processes. ITSM plans and the quality process control throughout all stages of the life cycle of IT services are key to improving ITSM processes and raising their maturity level. The goal of the paper is to analyze continual service improvement (CSI) principles, processes, methods. Furthermore, it is important to consider and present the basic ideas for planning the implementation of CSI processes using the ITIL standard as well as the application of CSI to services and service management processes.

Izvorni jezik
Engleski

Znanstvena područja
Informacijske i komunikacijske znanosti

POVEZANOST RADA