Post on 07-May-2015
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ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
CONTINUAL SERVICE
IMPROVEMENT
ServiceTransition
ITIL V3 Core Framework
Continual Service Improvement
Continuous search for improvements as part of the promised service
quality
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Continual Service Improvement
CSI focuses on improving the services of the IT organization as well as the internal processes.
CSI combines principles, practices and methods from quality management. Change management and capability improvement,
CSI is not a new concept, but for most organizations the concept has not moved beyond the discussion stage.
Fundamental to the concept of “CSI” is that improvement happens all the time.
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CSI - Objectives
Make recommendations for improvements
Review and analyze SLA results
Identify and implement activities to improve IT Services and Processes
Improve cost effectiveness without sacrificing customer satisfaction
Choose and employ quality management methods
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CSI – Value to the Business
Improvement needs justification : the benefits must outweigh the costs.
Benefits– Return on Investment (ROI)
– Value on Investment (VOI)
– Intangibles
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CSI – Benefits to the Business
Customer benefits– Better alignment of IT to the business needs– Higher Reliability and Availability of IT Services– Higher customer satisfaction
Financial benefits– Increased productivity– Reduction of cost
Innovation benefits– Greater flexibility for the Business by faster and improved response of IT
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CSI – Benefits for IT organization
People– Improved management information– Improved communications and teamwork– Higher motivation of staff
Process– Increased process effectiveness– Repeatable process maturity benefits
Products– Knowledge on tools and resources to support CSI
Partners– Better management of suppliers
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CSI – Processes and Models
CSI defines three key processes for the effective implementation of continual improvement
– The 7-Step Improvement Process
– Service Measurement
– Service Reporting
Models– Deming Cycle (Plan-Do-Check-Act)
Basis of quality management and improvement
– Continual Service Improvement Model High-level approach for Continual Service Improvement
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7 Steps Improvement Process
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Step 1 – Define Data Requirement
Identify & Link– Vision, Mission, Goals & Objectives
– Critical Success Factors
– Service Level Targets
– Staff Roles & Responsibilities
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Step 2 – Define Data Capability
Identify Data Collection Capabilities– Service Managements Tools– Monitoring Capability– Reporting Tools– Query Tools– Modeling Tools
Identify Data Structures– Processes, Procedures & Work Instructions– Reports & Databases
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Step 3 – Gather Data
Monitor– Detecting Exceptions (….. is it down?)– Detecting Resolutions (…..is it up?)
Exhibit Flexibility to Accommodate Dynamic Needs– Avoids Being Overwhelmed by Data– Spotlight Approach– Requires Close Cooperation Between CSI & SO
Three Types of Metrics– Technology – component or application-based metrics– Process - Critical Success Factor(CSF), KPI– Service - End to end metrics
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Step 4 – Process Data
Frequency
Format
Tools
Quality Assurance
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Step 5 – Analyze Data
Trends– Positive & Negative
Corrective Action Requirements
Conformance to Plan
Meeting Established Targets
Identification of Structural Problems
Financial Impact of Service Gap
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Step 6 – Present & User Data
Turn Information into Wisdom
Audience– Business Process Owners– Service Owners– Management
Business & IT
– Internal IT Plan Coordinate Schedule Identify Incremental Improvement
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Step 7 – Implement Corrective Action
Actions– Optimize– Improve– Corrective Services
Implement via Service– Strategy– Design– Transition– Operations
The 7-Step Improvement Process is continual and loops back to the beginning.
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Service Measurement
There are four basic reasons to monitor and measure, to:– validate previous decisions that have been made– direct activities in order to meet set targets - this is the most prevalent reason for
monitoring and measuring– justify that a course of action is required, with factual evidence or– intervene at the appropriate point and take corrective action.
There are three types of metrics that an organization needs to collect to support CSI activities as well as other process activities.
– Technology metrics: often associated with component and applicationbased metrics such as performance, availability.
– Process metrics: captured in the form of Critical Success Factors (CSFs), Key Performance Indicators (KPIs) and activity metrics.
– Service metrics: the results of the end-to-end service. Component/technology metrics are used to compute the service metrics.
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Service Reporting
A significant amount of data is collated and monitored by IT in the daily delivery of quality service to the business, but only a small subset is of real interest and importance to the business.
The business likes to see a historical representation of the past period’s performance that portrays their experience, but it is more concerned with those historical events that continue to be a threat going forward, and how IT intends to mitigate against such threats.
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PDCA (Deming Cycle)
PDCA provides a method for improving any process systematically
The goal is to identify errors or omissions that cause the output of the process to fall short of expectations
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Four steps in the PDCA cycle
Plan how to improve a service first by identifying and measuring Key Performance Indicators (KPIs)
Do (implement) changes designed to improve the KPIs.
Check KPI performance to evaluate if the changes are achieving the desired result.
Act (implement) changes on a larger scale if the experiment is successful.
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PDCA (Deming Cycle)
PDCA is useful anywhere the objective is improved performance
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The CSI Model
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Frameworks, Models & Quality Systems
Frameworks– ITIL, CobiT, PMBok, Prince2
Models– CMM, CMMI, eSCM
Standards– ISO 20000, ISO27000-2005, ISO 17799-2005, ISO 15504, ISO 19770-2006
Quality Systems– Six Sigma & Lean Six Sigma (DMAIC)
Define, Measure, Analyze, Improve, Control
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CSI Roles
Service Manager
CSI Manager
Service Owner
Process Owner
Service Knowledge Manager
Reporting Analyst
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Expectation after the ITIL@iNautix training
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Get Ready for Internal Certification
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