Continuous Services Improvement Process Management
Continuous Services Improvement is the process of systematically measuring and improving the ICT services provided by Directorate of ICT. The process is managed regarding to ITIL© (Information Technology Infrastructure Library) principles by considering the service quality, effectiveness, efficiency and cost parameters.
Deming's Plan → Do → Check → Act cycle is followed in order to assure a systematic and methodologic approach to the process of improving ICT services.
Directorate of ICT employs, the services planning tools of Procedures and Policies; the services practicing tools of ICT Organization & IT Help Desk, the services control tools of End-User Satisfaction Reports & ICT Operational KPIs (Key Performance Indicator).
Atılım University's Directorate of ICT defines the operational KPIs as follows;