14-18 October 2013
Amsterdam, Beurs van Berlage
Europe/Amsterdam timezone

Continuous service improvement

14 Oct 2013, 15:00
45m
Grote zaal (Amsterdam, Beurs van Berlage)

Grote zaal

Amsterdam, Beurs van Berlage

Poster presentation Facilities, Production Infrastructures, Networking and Collaborative Tools Poster presentations

Speaker

Line Everaerts (CERN)

Description

Using the framework of ITIL best practises, the service managers within CERN-IT have engaged into a continuous improvement process, mainly focusing on service operation. This implies an explicit effort to understand and improve all service management aspects in order to increase efficiency and effectiveness. We will present the requirements, how they were addressed and share our experiences. We will describe how we measure, report and use the data to continually improve both the processes and the services being provided. The focus is not the tool or the process, but the results of the continuous improvement effort from a large team of IT experts providing services to thousands of users, supported by the tool and its local team.

Primary author

Co-authors

Presentation Materials