September 2007
Bronwyn Fletcher Editor |
Last month we received great feedback about the practical info from Ken Doughty
at ING, talking about ITIL and COBIT. This month we continue the "hands on"
theme with Trish McNally, from IT Quality and Process at Optus. Trish conducted
ITIL quality assurance using two different self assessment methods. In this
interview she talks about the pros and cons of each.
This month we announce a major change to the licensing of measureITIL and i-20K.
The new licensing means you only have to pay for what you use, resulting in
significant savings.
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CASE STUDY: Conducting ITIL self assessments
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Trish McNally, is a Senior IT Quality Assurance Analyst at Optus. Earlier this
year Trish used two different self assessment methods for ITIL quality
assurance, read on where she describes the valuable lessons learnt from both
methods. |
NEW licence for measureITIL and
i-20K
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Licencing for measureITIL and i-20K has changed from an unlimited licence to a
seat based licence, so now you only need to buy and pay for what you need.
Many organisations are moving from implementation phase to continuous
improvement with ITIL; while others are extending ITIL to tackle ISO20000. Both
scenarios require capturing process quality data in one accessible database for
governance, quality assurance and auditing. |
How IT Surveys can generate work that fails to deliver
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Mention a survey and people have pen ready to write questions. As with so many
things, designing surveys operates on the 80/20 rule. In this case a successful
survey requires 80% of the work to be focused in the planning and design phase.
To collect useable quality data and not irritate your clients; here are the
four key points to keep you on track. |
Want to measure IT service quality but don't know where to start?
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With our one day consulting package we design a step by step plan specifically
for your services. To find out more
info@systemsthinking.com.au |
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