7 Step Improvement Process

Question 1

7 Step Improvement Process:

Purpose

Answer 1

Define and Manage the steps need to identify define, gather, analyse, present and implement improvements.

Question 2

7 Step Improvement Process:

Objectives

Answer 2

Identify opps for improving services, processes and tools etc
Reduce the cost of providing services, ensuring that IT services enable the required business outcomes to be achieved
identify what needs to be measured, analysed and reported to establish improvement opps.
Continually review service achievements to ensure they remain matched to business requirements
Continually align and realign service provision with outcome requirements
Understand what to measure, why it is being measure and carefully define the successful outcome

Question 3

7 Step Improvement Process:

Objectives: Context

Answer 3

Every potential improvement opp will have to have a business case justification to show that the business will have an overall benefit. Even for small initiatives there should be a simple justification.

the 7 step improvement process is not free standing and will only achieve desired outcomes when applied to tech, services , processes , org or partners.

A clear objective will be cost reduction but this is not the only criterion

If SD or quality reduces as a result the overall impact may be neutral or even negative

Improvements in quality should not be implemented if there is a cost associated for the improvement and if cost has not been justified.

The process is not free standing and will only achieve it desired outcomes when applied to tech, services, processes, org or partners.

Question 4

7 Step Improvement Process:

Step 6:

Answer 4

Present and use the information

Summary and recommendations are absolutely clear

Different audiences have different requirements

Question 5

7 Step Improvement Process:

Step 7:

Answer 5

Implement Improvement
CSI IDs many opps for improvement but orgs can afford to implament them all
An org needs to prioritise improvement activities
To meet goals and objectives
ROI
Resolve various types of service breach
Improvement activities should be documented in the CSI register
Improvement initiatives can also be be externally driven by regualtory requirements changes in competiotion and even political decisions
Improvement often takes place in reaction to a singel even that cause a severe outage or all of the org

Question 6

7 Step Improvement Process:

Triggers and interfaces

Answer 6

Triggers –service review meetings legistlation, customer seatisfaction surveys, new tech, etc

Interfaces - many are the same as those discussed later in the course

including:
- Service Level Mgmt
- Capacity and Availability Mgmt
- Incident and Problem Mgmt

Question 7

The 7 step improvement process

Scope

Answer 7

analysis of the performance and capabilities of services, processes throughout the lifecycle partners and tech
continualalignment of the portfolio of IT Services
current and future business needs
maturity of the enablin IT processes for each service
making best use of the org’s tech
exploiting new tech as it becomes available
The org structure and capabilities of personell
are people working in appropriate functions and roles?
Do they have the required skills?

Question 8

7 Step Improvement Process:

Scope

Answer 8

• Analysis of the performance and capabilities of services, processes, throughout the life cycle, partners & tech.
• Continual alignment of the portfolio of IT services
• Current and future business needs
• maturity of the enabling IT processes for each service
• Making best use of the org’s tech.
• exploiting new technology as it becomes available
• the org structure and capabilities of personnel
• are people working in appropriate functions and roles
• Do they have the required skills

Question 9

7 Step Improvement Process:

Value to the Business

Answer 9

Monitoring and analysing the delivery of services will ensure the current and future outcome requirements can be met

Enables continual assessment of the current situation against business needs and identifies opps to improve service provision for customers.

Question 10

7 Step Improvement Process:

Policies and Principles

Answer 10

Many of the policies that support the 7-step improvement process are found as a part of other processes e.g. service level mgmt, availability mgmt and capacity mgmt.

Links to these other processes are therefore vital to success

Question 11

7 Step Improvement Process:

Policies and Principles

• Data & Monitoring
• Reporting & Reviewing
• Targets

Answer 11

Data & Monitoring

• Reqs defined and implemented
• Gather, analyse and integrity check data