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Monitoring ITIL Process Performance at DAB Bank

In: Corporate Performance Management

Author

Listed:
  • Simone Sulzmann

    (iET Solutions GmbH)

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.

Suggested Citation

  • Simone Sulzmann, 2006. "Monitoring ITIL Process Performance at DAB Bank," Springer Books, in: Corporate Performance Management, pages 243-272, Springer.
    • Handle: RePEc:spr:sprchp:978-3-540-30787-7_18
    DOI: 10.1007/3-540-30787-7_18
    as

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