CONTINUALSERVICE CONTINUAL SERVICE IMPROVEMENT

ContinualServiceImprovement p
Creatingandmaintainingvalueforcustomers Creating and maintaining value for customers throughbetterdesign,introduction,and operationofservices
Combinesprinciples,practices,andmethodsfromquality management,changemanagement,andcapabilityimprovement

SOURCE:ITILContinualServiceImprovementPublication,p.6

CSIObjectives j
Review analyze and recommend improvements in Review,analyze,andrecommendimprovementsin eachlifecyclephase ReviewandanalyzeServiceLevelAchievementresults IdentifyandimplementactivitiestoimproveITservice qualityandtheefficiencyandeffectivenessofenabling ITSMprocesses ITSM processes ImprovecosteffectivenessofdeliveringITservices withoutsacrificingcustomersatisfaction g Ensurequalitymanagementmethodsareusedto supportcontinualimprovementactivities
SOURCE:ITILContinualServiceImprovementPublication,p.14 SOURCE ITIL C ti lS i I t P bli ti 14

CSIModel

SOURCE:ITILContinualServiceImprovementPublication,p.15

ServiceGapModel p

SOURCE:ITILContinualServiceImprovementPublication,p.16

DemingCycleasAppliedtoCSI g y pp

SOURCE:ITILContinualServiceImprovementPublication,p.112

ServiceMeasurement
Measuring and reporting performance against Measuringandreportingperformanceagainst targetsofanendtoendservice Combines component measurements to Combinescomponentmeasurementsto provideviewofcustomerexperience D Dataanalyzedovertimetoformtrends l d i f d Datacanbecollectedatmultiplelevels(CIs, processes,services)
SOURCE:ITILContinualServiceImprovementPublication,p.30

ServiceMeasurementConcepts p
Baselines initialdatapointtodetermine whetherimprovementisneeded whether improvement is needed CriticalSuccessFactors somethingthatmust happenifaprocess,project,plan,orITserviceis pp p p j p tosucceed Metric somethingthatismeasuredand reportedtohelpmanageaprocess,ITservice,or reported to help manage a process IT service or activity KeyPerformanceIndicator ametricusedto y measuretheachievementofaCSF
SOURCE:ITILContinualServiceImprovementPublication,p.30

7StepImprovementProcess p p

SOURCE:ITILContinualServiceImprovementPublication,p.32

VisiontoMeasurements

SOURCE:ITILContinualServiceImprovementPublication,p.48

ExampleofMeasurement p

SOURCE:ITILContinualServiceImprovementPublication,p.70

ITBalancedScorecard

SOURCE:ITILContinualServiceImprovementPublication,p.108

CSIModel

SOURCE:ITILContinualServiceImprovementPublication,p.163

Questions