SVS: Continual Improvement Flashcards
Definition: Continual Improvement
Continual improvement is a recurring organizational activity performed at all levels to ensure that organization’s performance continually meets stakeholders’ expectations.
Continual Improvement Model
The ITIL SVS includes the continual improvment model.
The continual improvement model can be applied to any type of improvement.
The ITIL continual improvement model can be used as a high-level guide to support improvement intiatives.
Seven steps:
What is the vision? (Business vision, mission, goals and objectives)
Where are we now? (Perform baseline assessments)
Where do we want to be? (Define measurable targets)
How do we get there? (Define the improvement plan)
Take action (Execute improvement actions)
Did we get there (Evaluate metrics and KPIs)?
How do we keep the momentum going?
Continual Improvement Model (continued)
Use of the model increases the likelihood that ITSM initiatives will
* Be successful
* Puts a strong focus on customer value
* Makes sure that improvement efforts can be linked back to the organization’s vision
The model supports an iterative approach to improvement, dividing work into manageable pieces with separate goals that can be achieved incrementally.
