From the course: IT Service Management: ISO/IEC 20000-1
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Performance evaluation
From the course: IT Service Management: ISO/IEC 20000-1
Performance evaluation
- [Presenter] Service performance is a way of measuring and evaluating how well your business supports its customers. This journey includes each stage a customer goes through when interacting with a business with relation to the services it consumes. Clause 9 requires an organization to assess the performance of the SMS through monitoring, measurement, analysis and evaluation of that system. The primary goal of performance evaluation is to provide an equitable measurement of contribution to meeting the goals of the enterprise and the value needs of its customers. Organizations should produce accurate documentation to obtain high-level quality and quantity in the work produced. This includes things like monitoring, measurement, analysis and evaluation, internal audit, management review and service reporting. Monitoring, measurement, analysis and evaluation is also an important part of performance management.…
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