The Catalyst for Service Desk Excellence and Enterprise Productivity
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چکیده
Continual Service Improvement (CSI) is part of ITIL® and its framework of best practices under IT Service Management (ITSM).1 CSI promotes the use of quality management methodologies to measure, analyze and learn from past successes and failures to improve service desk results. Its objective: the sustainment of operational excellence through continual improvement of the effectiveness and efficiency of IT processes and services outlined as part of ISO 20000.
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