Quick StartAn Overview of ITIL

Continual Service Improvement

Start

Warning: This will increase

your brain activity
Learning ITIL is not easy. First, theres confusion. What the blank
is ITIL? Then comes denial. Why, ITIL, why? Next acceptanceand
the I cant stay awake past one page phase where your brain shuts
off and you fall into an ITIL-induced coma. This shouldnt happen.
Sure, ITIL can be a bit dry. But this eBook will help you through it.
Well even throw in a few puns and corny jokes to make
sure youre awake.

So grab a water bottle. Stay hydrated. And turn your

brain on to learn ITIL.

First things first, what is ITIL?

The only thing standing between you and learning all about the ITIL
(AKA IT Infrastructure Library) is learning to speak the language. The
phraseology. The fuzzwords. Lets start with a basic definition and
then break it down into five stages. Thats right, five stages you can
count on one hand, so youll implement ITIL in no time.

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2 An Overview of ITIL, Continual Service Improvement

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How does ITIL work? Five Stages at a Glance

Service Strategy

Define needs, assets,

and strategy

You are here.

Service Design

Design services and the

supporting elements

Continual Service
Improvement

Collect data on performance

Compare to strategy standards
Change for improvement

Service Operation

Deploy said services. Includes

maintenance, error resolution,
and making sure the end-user
is happy

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3 An Overview of ITIL, Continual Service Improvement

Service Transition

Develop services, the supporting

elements, and the methods of
implementation

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Stage 5: Continual Service

Improvement
Short and sweet, this stage is arguably one of the most important
stages of the ITIL lifecycle. Its where you take stock of what youve
implemented and figure out how to make it better. Chances are you
cant knock it out of the park on the first try, but its important that
you get started, put a good service delivery process in place, and
just keep making it better.

If continual self-improvement is a motto for life

(or just for building the perfect plate of nachos),
continual service improvement is a motto for ITIL.

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4 An Overview of ITIL, Continual Service Improvement

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ITIL 2011 Glossary Definition

Continual Service Improvement is responsible for managing
improvements to IT Service Management processes and IT services.
The performance of the IT service provider is continually measured
and improvements are made to processes, IT services, and IT
infrastructure in order to increase efficiency, effectiveness, and
cost effectiveness

Translation:
Okay, okay. The ITIL Glossary may have stated that one clearly
enough. This stage is all about measuring success against the
original goals and then taking steps to do it even better, while
reducing costs and risks to the Service Provider. Nothing is safe
from scrutiny in this stage, not the teams, processes, or the
hardware. Although youre reviewing this stage last, in reality
this is an ongoing stagehence the continual part.

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Service Improvement Models

It should be noted that this stage does not consist
of a series of processes, but rather assessment
and improvement models. (Woohoo! A break from
processes!) Below are the three main models used
during this stage of the lifecycle. For the ITIL
Foundations exam, you will need to memorize
the steps of each model.

Model One:
Continual Service Improvement

What is
the vision?

How do
we maintain
momentum?

Where are
we now?

Did we
get there?

Where do we
want to be?

Continual Service Improvement Model is a series

of questions that are meant to guide you in the
development of an improvement program, as
well as give you an opportunity to learn from
past successes and failures.

How do we
get there?

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Model Two: Deming Cycle

Deming Cycle is a 4-step model based on the
philosophies of W. Edwards Deming, which focus
on higher quality and productivity. This cycle is
meant to repeat, each time getting nearer to the goal.

STEP 1

Plan

STEP 4

Act

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7 An Overview of ITIL, Continual Service Improvement

STEP 2

Do

STEP 3

Check

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Model Three:
7-Step Improvement Process

Step 7
Investigate and diagnose

The 7-Step Improvement Process is a model that

focuses on gathering, measuring, and analyzing
data as a means to improving service performance.

Step 6
Plan & implement changes

Step 5
Analyze the data

Step 4
Process the data

Step 3
Gather the data

Step 2
Decide what can be measured

Step 1
Decide what should be measured

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Congrats! Youve completed

Quick StartAn Overview of ITIL
Do you feel invigorated? Inspired? Now take the time for a little
studying and show that ITIL exam whos boss! Your company and
its customers will thank you for it.

eBook 1

Service Strategy

eBook 2

Service Design

eBook 3

Service Transition

eBook 4

Service Operation

eBook 5

Continual Service Improvement

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ITIL at a GlanceA Quick Review

For those of you who are short on time, here you'll find all of the
concepts covered in this eBook series (as well as some additional
ITIL facts) in a simple chart. Use this cheat sheet for reviewing the
main concepts.

The 50,000 ft. view of ITIL.

You are here.

Service Strategy
Strategy Generation
Service Portfolio Mgt.
Risk Mgt.
Demand Mgt.
Financial Mgt.

Service Design
Service Catalogue Mgt.
Service Level Mgt.
Supplier Mgt.
Availability Mgt.
Capacity Mgt.
Information Security Mgt.
IT Service Content Mgt.

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10 An Overview of ITIL, Continual Service Improvement

Service Transition
Release and
Deployment Mgt.
Change Mgt.
Transition Planning
and Support
Service Knowledge Mgt.
Evaluation Mgt.
Service Asset and
Configuration Mgt.
Service Validation
and Testing Mgt.

Service Operation
Request fulfillment
Incident Mgt.
Access Mgt.
Problem Mgt.
Event Mgt.

Continual Service
Improvement
Service
Measurement
Service Reporting

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