Continual Service Improvement

Question 1

What is the Deming Cycle?

4 elements

Answer 1

It is a principal of the CSI cycle
Plan - establish targets, and goals
Do - execute plan
Check - ensure successful implementation to execution
Act - implement improvements

Question 2

What is the Continual Service Improvement Register?

Answer 2

• records improvement opportunities
• suggestions from stakeholders
• can view register alongside improvement initiatives (RFC’s)
• point of info used for change and strategy meeting, reviews, SLA agreements, etc
• Typically owned by a CSI manager

Question 3

What are the seven steps of the CSI process?

Answer 3

1. identify strategy for improvement
2. Define what will be measured
3. Gather relevant data for what you’re measuring
4. Prepare to analyze data
5. Analyze info and identify possible trends
6. Develop a service improvement plan based on this assessment
7. Implement agreed on service improvement plan

Question 4

What are the 6 factors of the Continual Service Improvement Approach?

Answer 4

What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
How do we keep the momentum going?

Question 5

What are baseline metrics?

Answer 5

• establishes a starting point for improvement activity
• snapshot of a specific are of the CMS at any time
  (a baseline provides an accurate picture of IT services, processes, and other CI’s for any area you want to define)

Question 6

Process metrics are used to help determine?

Answer 6

the “health” of a process, provides process workflow management

Question 7

Technology metrics usually come as part of a package when tech is acquired. It can be ________ or ________ based.

Answer 7

Can be component or application based.

Question 8

Service metrics measures?

Answer 8

• services from end to end.
• service metrics are obtained by analyzing data captured by a service management tool
  (can also be obtained through technology).

Question 9

A _____ is a measure that is captured and reported on to help manage an IT service, a process, or an activity.

Answer 9

metric

Question 10

ITIL sees there being three basic types of metrics. They are?

Answer 10

Service Metrics
Process Metrics
Technology Metrics

Question 11

A ______ ______ _______ is something that must happen if an IT service, process, plan, project, or other activity is to succeed.

Answer 11

critical success factor (CSF)

Question 12

A ____ is a metric used to help manage an IT service, process, plan, project, or other activity

Answer 12

KPI

Key Performance Indicators

Question 13

Proper KPI’s are determined only after you have clear ______ and knowledge of available metrics

Answer 13

CSFs

Question 14

ITIL lists the following as areas where tools have a specific value for CSI: (6 Tools)

Answer 14

Systems and network management
Event/incident/problem management
Service request fulfillment
Knowledge management
Performance management
IT Security management and financial management

Question 15

What are the roles in the CSI cycle?

Answer 15

CSI Manager, CSI process owner, CSI process manager, reporting analyst

Question 16

What are the Kotters 8 Steps for implementing service improvement?

Answer 16

1. Create a sense of urgency
2. Form a guiding coalition
3. Create a vision
4. Communicate vision
5. Empower others to act on the vision
6. Plan for and create quick wins
7. Consolidate improvements and produce more change
8. Institutionalize the change