IT Service Management (ITSM)

  1. ITSM Measurement and Improvement
    1. Performance Measurement
      1. Key Performance Indicators
        1. Strategic KPIs
          1. Tactical KPIs
            1. Operational KPIs
            2. Metrics Framework
              1. Balanced Scorecard
                1. Service Quality Metrics
                  1. Efficiency Metrics
                    1. Customer Satisfaction Metrics
                    2. Measurement Process
                      1. Data Collection
                        1. Data Analysis
                          1. Reporting
                            1. Review and Action
                          2. Continual Service Improvement
                            1. Improvement Strategy
                              1. Improvement Vision
                                1. Improvement Objectives
                                  1. Improvement Priorities
                                  2. Improvement Process
                                    1. Opportunity Identification
                                      1. Improvement Planning
                                        1. Implementation
                                          1. Evaluation
                                          2. Improvement Techniques
                                            1. Process Analysis
                                              1. Root Cause Analysis
                                                1. Benchmarking
                                                  1. Best Practice Adoption
                                                2. Maturity Assessment
                                                  1. Maturity Models
                                                    1. Process Maturity
                                                      1. Organizational Maturity
                                                        1. Technology Maturity
                                                        2. Assessment Methods
                                                          1. Self-Assessment
                                                            1. External Assessment
                                                              1. Continuous Assessment
                                                              2. Maturity Improvement
                                                                1. Maturity Roadmap
                                                                  1. Capability Building
                                                                    1. Performance Improvement

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                                                                8. ITSM Implementation and Adoption

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                                                                10. Emerging Trends in ITSM