Chapter 55. Operational Excellence

This chapter is about measuring or assessing the quality of service operations. It proposes an assessment tool and gives examples of how to use it to evaluate an individual service, a team, or multiple teams.

The assessment system described in this chapter evaluates the degree of formality and optimization of processes—that is, whether processes are ad hoc, formal, or actively optimized. It gauges teams on a generic level, one that is more comparable across teams or across services within a team.

Such assessments help identify areas of improvement. We can then make changes, reassess, and measure the improvement. If we do this periodically, we create an environment of continuous improvement.

The system we describe ...

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