Continual Service Improvement Flashcards
Purpose of Continual Service Improvement
- Align IT services with changing business needs by identifying and implementing improvements to IT services that support business process.
- These improvement activities support the lifecycle approach through service strategy, service design, service transition and service operation.
- Continual service improvement is always seeking way to improve service effectiveness, process effectiveness, and cost effectiveness.
Objectives of Continual Service Improvement
- Review, analyze, and make recommendations on improvement opportunities in each lifecycle stage
- Review and analyze service-level achievement results
- Identify and implement activities to improve IT service quality and improve the efficiency and effectiveness of the enabling processes
- Improve the cost effectiveness of delivering IT services without sacrificing customer satisfaction
- Ensure the applicable quality management methods are used to support continual improvement activities
- Understand what to measure, why it is being measured and what the successful outcome should be
Scope of Continual Service Improvement
- The overall health of IT service management as discipline
- The continual alignment of the service portfolio with current and future business needs
- The maturity and capability of the organization, management, processes and people utilized by the services
- Continual improvement of all aspects of the IT services and the service assets that support them
Deming Cycle
- Plan – Formulate goals and theories
- Do – Execute the plan
- Check – Monitor the outcomes against expected results
- Act – Integrate the lessons learned
CSI Approach
- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- Did we get there?
Critical Success Factors (CSFs)
• Something that must happen if a process, project, plan, or IT service is to succeed
Key Performance Indicators (KPIs)
• Used to measure the achievement of each CSF – Quality, Performance, Value, Compliance of following the process
Types of Metrics
- Technology metrics – component and applications metrics
- Process metrics – CSFs, KPIs and activity metrics
- Service metrics – results of the end-to-end service
CSI Register
• Coordinated, consistent view of improvement activates
IT Governance
• A framework of responsibility of the board of directors and executive management.
Purpose of the Seven-Step Improvement Process
• Define and manage the steps needed to identify, define, gather, process, analyze, present, and implement improvements.
Objectives of the Seven-Step Improvement Process
- Identify opportunities for improving services, processes, tools etc.
- Reduce the cost of providing services and ensure that IT services enable the required business outcomes to be achieved
- Identify what needs to be measured, analyzed, and reported to establish improvement opportunities
- Continually review service achievements to ensure that they remain matched to business requirements, and continually align and re-align service provision with outcome requirements
- Understand what to measure, why it is being measured and carefully define the successful outcome
Scope of the Seven-Step Improvement Process
- Analysis of the performance and capabilities of services, processes throughout the lifecycle, partners and technology
- The continual alignment of the portfolio of IT services with the current and future business needs as well as the maturity of the enabling IT processes for each service
- Making best use of the technology that the organization has and looks to exploit new technology as it becomes available where there is a business case for doing so
- The organizational structure, the capabilities of the personnel, and asking whether people are working in appropriate functions and roles, and if they have the required skills
Steps of the Seven-Step Improvement Process
- Identify
- Define
- Gather
- Process
- Analyze
- Present
- Implement improvement
Wisdom Data Information Knowledge (DIKW)
- Wisdom – 7, 1
- Data – 2,3
- Information – 4
- Knowledge – 5,6
