Continual Service Improvement

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Great article Noel, I fully agree ctneoxt is essential. 97% availability – no one would want to drive a car that only crashes twice a month.We will always have a problem turning information into knowledge if we don’t first classify a request properly.I often ask the simple question to ICT specialists Do you record how much time you are spending on a request . (The response is often we don't have the time to do that').If you get “I am too busy”, try asking. What have been the top10 services taking up your resources this week Or What have been the top10 root causes of incidents this week?

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