ITIL Overview Continual Service Improvement
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Transcript of ITIL Overview Continual Service Improvement
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IMPROVEMENT
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Continual
Service
Improvement
throughbetterdesign,introduction,and
operationofservices
Combinesprinciples,practices,andmethodsfromquality
management,changemanagement,andcapabilityimprovement
SOURCE:ITILContinualServiceImprovementPublication,p.6
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CSI
Objectives
, ,
eachlifecycle
phase
ReviewandanalyzeServiceLevelAchievementresults
IdentifyandimplementactivitiestoimproveITservice
qualityand
the
efficiency
and
effectiveness
of
enabling
ImprovecosteffectivenessofdeliveringITserviceswithoutsacrificingcustomersatisfaction
Ensurequality
management
methods
are
used
to
supportcontinualimprovementactivities: on nua erv ce mprovemen u ca on,p.
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CSI
Model
SOURCE:ITILContinualServiceImprovementPublication,p.15
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Service
Gap
Model
SOURCE:ITILContinualServiceImprovementPublication,p.16
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Deming
Cycle
as
Applied
to
CSI
SOURCE:ITILContinualServiceImprovementPublication,p.112
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Service
Measurement
targetsof
an
end
to
end
service
provide
view
of
customer
experience Dataana yze overtimeto ormtren s
Datacanbecollectedatmultiplelevels(CIs,
processes,services)
SOURCE:ITILContinualServiceImprovementPublication,p.30
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Service
Measurement
Concepts Baselines initialdatapointtodetermine
CriticalSuccess
Factors
something
that
must
ha enifa rocess, ro ect, lan,orITserviceistosucceed
Metric
something
that
is
measured
and
, ,activity
Ke PerformanceIndicator ametricusedtomeasure
the
achievement
of
aCSF
SOURCE:ITILContinualServiceImprovementPublication,p.30
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7
Step
Improvement
Process
SOURCE:ITILContinualServiceImprovementPublication,p.32
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Vision
to
Measurements
SOURCE:ITILContinualServiceImprovementPublication,p.48
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Example
of
Measurement
SOURCE:ITILContinualServiceImprovementPublication,p.70
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IT
Balanced
Scorecard
SOURCE:ITILContinualServiceImprovementPublication,p.108
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CSI
Model
SOURCE:ITILContinualServiceImprovementPublication,p.163
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Questions
