Monitoring ITIL Process Performance at DAB Bank

Simone Sulzmann
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Simone Sulzmann: iET Solutions GmbH

A chapter in Corporate Performance Management, 2006, pp 243-272 from Springer

Abstract: Summary The productivity of a service department depends greatly on the ad hoc ability to analyze processes in detail and immediately initiate any change actions required. This closes the loop of operational activities, process and cause analysis and implementation of suitable optimization measures. DAB Bank has introduced an ITIL-based process structure in order to boost its service quality. This flexible analysis of detailed flows is the final logical component for a rounded-off concept.

Keywords: Service process; service quality; key performance indicator system; process definition; SLA monitoring; call volume; hotline; solution times; IT helpdesks; problem management; net processing time (search for similar items in EconPapers)
Date: 2006
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-540-30787-7_18

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DOI: 10.1007/3-540-30787-7_18

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