Block 1 Part 3: Continual service improvement Flashcards
What do Service Metrics measure in CSI?
Service Metrics measure the effectiveness of services provided to customers, including factors like customer satisfaction and the success rate of actions taken through a service.
What is the purpose of metrics in the context of CSI?
Metrics serve as a reflection of the state of a system or service, and they help in understanding changes, whether they involve improvement, degradation, or failure.
What is a Service Improvement Plan (SIP) in the context of using metrics for improvement?
A Service Improvement Plan (SIP) is a plan created to implement Key Performance Indicators (KPIs) and drive improvement in a service.
What do CSFs (Critical Success Factors) represent in the context of a vision or objective?
CSFs are factors that must occur for a vision or objective to be realized successfully.
What is the sixth and final step in the CSI approach?
The sixth and final step in the CSI approach is “How Do We Keep The Momentum Going,” which focuses on reflection and ongoing improvement to maintain service quality.
What factors are considered when choosing metrics for the baseline?
Metrics for the baseline are selected based on what the overall system is trying to achieve and align with the vision laid out in the CSI approach.
What is the key difference between the seven-step process and the CSI approach?
The seven-step process is primarily about measurement to support strategic improvement, while the CSI approach is about setting a strategy for improvement and making decisions based on measurement.
What are SLRs, and where do they fit in the service lifecycle?
SLRs are Service-level Requirements, which set minimum service levels for consistency. They are considered part of the service design.
What is the purpose of the “Act” stage in the Deming cycle?
The “Act” stage involves deciding whether further changes are needed based on the evaluation and data gathered in the “Check” stage.
What elements do the CSI approach and the seven-step process make use of?
They make use of:
- metrics
- CSFs (Critical Success Factors)
- KPIs (Key Performance Indicators)
- improvements against the current baseline to assess and enhance service performance.
What is the purpose of the “Plan” stage in the Deming cycle?
The “Plan” stage involves deciding what you want to do and how you can achieve it.
When can the seven-step process be used independently of the CSI approach?
The seven-step process can be used independently, particularly when the CSI approach has fulfilled its task and there’s only a need for ongoing monitoring or maintenance.of which might highlight further improvement
What is the focus of service-level management in ITIL?
This is part of the service design stage.
The focus of service-level management in ITIL is to understand how well a service is performing.
Should the seven-step process and the CSI approach always be closely synchronized?
No, they don’t have to be closely synchronized, especially when the focus is primarily on monitoring after successful changes.
How do CSFs and the baseline metrics relate to the CSI approach?
They serve as inputs for the CSI approach, particularly in determining the current state of service (where are we now).
What is the purpose of the “Check” stage in the Deming cycle?
The “Check” stage involves evaluating the impact of the implementation, assessing its effectiveness, and gathering data.
How does the Deming cycle promote continuous service improvement in ITIL?
The Deming cycle is a method for continuous service improvement in ITIL by creating a reflective cycle that leads to better services over time.
Can the seven-step improvement plan be used for self-improvement within the service improvement process?
Yes, it can be used to improve the service improvement process itself, including reflection on the measurement process and data analysis.
What do both the seven-step process and the CSI approach acknowledge as necessary for understanding and improving services?
They both recognize that measurements and metrics are necessary to understand current states, identify areas for improvement, and evaluate the impact of changes.
What is the role of the CSI approach in making strategic decisions for service improvement?
The CSI approach lays out how strategic decisions should be made, including setting improvement goals, defining actions to achieve those goals, and identifying how the success of the actions can be measured.
Why is it important to have a baseline when using metrics for improvement in CSI?
A baseline is important to provide a point of comparison for understanding how changes affect a system or service through metrics.
What might trigger the CSI approach, and how does it relate to the seven-step process?
The CSI approach may be prompted by trends or exceptions identified during the seven-step process. Additionally, it can signal the need for improvements in the next round of the seven-step process. This could involve adjusting metrics, data collection methods, or the overall process for greater effectiveness in subsequent iterations.
What is the fifth step in the CSI approach?
The fifth step in the CSI approach is “Did We Get There,” which involves understanding if the changes have worked and monitoring achievements using defined KPIs.
What is the purpose of the “Do” stage in the Deming cycle?
The “Do” stage involves implementing the planned changes.
What is the role of time frames in metrics?
Time frames are important for metrics as they provide context, such as referring to a specific period (e.g., this week or the past year).
What is the third step in the CSI approach?
The third step in the CSI approach is “Where Do We Want To Be,” involving setting targets for service improvement and creating critical success factors (CSF) and key performance indicators (KPIs).
What should be done with possible service improvements identified in step 4 of the CSI approach?
They should be recorded in the CSI register.
What is the CSI approach in ITIL?
The CSI approach, is an expansion of the demming cycle. it serves as a reflective cycle that is made up of a vision, understanding where we are and want to be and then reflecting and making furher improvements
How can Continual Service Improvement (CSI) be applied to resolve issues like a backlog of emails?
Applying CSI can help by improving the value of the service to customers. For example, setting Service-level Requirements (SLRs), such as responding to 90% of emails within 48 hours, can address the issue and ensure consistency in service delivery.
What are the three types of metrics used in CSI (Continual Service Improvement)?
The three types of metrics used in CSI are Technology Metrics, Process Metrics, and Service Metrics.
What insights should metrics have within them?
Metrics should offer insight by acknowledging:
- how well a service is performing
- how badly a service is performing
- something that users may not already know, making them more valuable for decision-making and evaluation.
What is the first step in the CSI approach?
The first step in the CSI approach is “What Is The Vision,” which involves understanding the business vision, strategies, and goals.
What is the second step in the CSI approach?
The second step in the CSI approach is “Where Are We Now,” which focuses on understanding the current state and creating baselines for measurements.
What are the seven steps in the seven-step improvement process?
Identify the strategy for improvement.
Define what is to be measured.
Gather the data.
Process the data.
Analyze the information.
Present and use the information.
Implement improvement.
What is the fourth step in the CSI approach?
The fourth step in the CSI approach is “How Do We Get There,” which is about developing concrete plans and process improvement projects.
