Knowledge is hard to manage. We often have lots of data but little information and knowledge. We are not always sure what knowledge is valuable and what is not. Furthermore, tribal knowledge or experience is hard to document. Too often, pockets of data reside in many sources and tools. Controlling the accuracy and currency of […]
Author: Leanie Louw
How To Measure Baselines With ITIL CSI?
During the first four stages of the ITIL service lifecycle, as defined by online ITIL courses, services, and processes of an IT service provider are planned, designed, tested, implemented and deployed into a production environment for the use of the customers or the business. However, these services might not meet the agreed service levels in […]
COPQ: What Does Your Inefficient Process Cost You?
What is Cost of Poor Quality (COPQ) or Cost of Quality (COQ)? The Cost of Quality, abbreviated as COQ, is just another term for Cost of Poor Quality, abbreviated as COPQ. Let us briefly try to understand what COPQ means according to Six Sigma principles. It is another common metric used for Six Sigma projects […]
9 Steps For Constructing The Fishbone Diagram
The Cause-and-Effect Diagram is one of the Six Sigma 7 QC Tools. It goes by several names, the most popular being a Fishbone Diagram because a completed diagram resembles the skeleton of a fish. It is also sometimes referred to as an Ishikawa Diagram after its creator. Leading online six sigma courses and Lean Six […]
SACM: 5 Key Activities of Service Asset & Configuration Management
The service asset and configuration management process (SACM) is an important process in the ITIL Service Transition stage of the ITIL service lifecycle. Online ITIL training gives detailed explanations on the role of SACM in the ITIL lifecycle. In this article, we will revisit the SACM process and then we will discuss key knowledge which […]