Continuous Services Improvement Process Management

Continuous Services Improvement is the process of systematically measuring and improving the ICT services, which are provided by Atılım University's  Directorate of ICT. This 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;