From the course: IT Service Desk: Monitoring and Metrics Fundamentals
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Always review your data
From the course: IT Service Desk: Monitoring and Metrics Fundamentals
Always review your data
- [Instructor] In the previous sections, we spoke about reducing the number of categories and values for users and analysts to choose from to make their lives easier and our data more accurate. However, this is not a one-once, fire-and-forget exercise. As we start to achieve insight into our environment, practices and outcomes, we may need to refine the properties we are capturing, add values, remove values, or even just rename values. Within ITIL, continual service improvement or CSI is often forgotten about after the first initial push of implementing a new ITSM platform or solution. However, continual service improvement is essential to the functioning of a system and critical to accurate and useful reporting. The purpose of continual service improvement is to continually align and realign IT services to business needs as they change over time by identifying improvements that support business processes and the…
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