Continual Service Improvement Quick Start—An Overview of ITIL

An Overview of ITIL, Continual Service Improvement2

ITIL® is a registered trademark of Axelos Limited. All rights reserved.

First things first, what is ITIL?

The only thing standing between you and learning all about the ITIL (AKA IT Infrastructure Library) is learning to speak the language. The phraseology. The fuzzwords. Let’s start with a basic definition and then break it down into five stages. That’s right, five stages you can count on one hand, so you’ll implement ITIL in no time.

Warning: This will increase your brain activity

Learning ITIL® is not easy. First, there’s confusion. “What the blank is ITIL?” Then comes denial. “Why, ITIL, why?” Next acceptance…and the “I can’t stay awake past one page” phase where your brain shuts off and you fall into an ITIL-induced coma. This shouldn’t happen.

Sure, ITIL can be a bit dry. But this eBook will help you through it. We’ll even throw in a few puns and corny jokes to make sure you’re awake.

So grab a water bottle. Stay hydrated. And turn your brain on to learn ITIL.

How does ITIL work? Five Stages at a Glance

Service StrategyDefine needs, assets,and strategy

Service DesignDesign services and thesupporting elements

Service TransitionDevelop services, the supportingelements, and the methods ofimplementation

Service OperationDeploy said services. Includes maintenance, error resolution,and making sure the end-useris happy

Continual ServiceImprovementCollect data on performanceCompare to strategy standardsChange for improvement

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You are here.

Short and sweet, this stage is arguably one of the most important stages of the ITIL lifecycle. It’s where you take stock of what you’ve implemented and figure out how to make it better. Chances are you can’t knock it out of the park on the first try, but it’s important that you get started, put a good service delivery process in place, and just keep making it better.

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If continual self-improvement is a motto for life (or just for building the perfect plate of nachos), continual service improvement is a motto for ITIL.

Stage 5: Continual Service Improvement

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Translation:

Okay, okay. The ITIL Glossary may have stated that one clearly enough. This stage is all about measuring success against the original goals and then taking steps to do it even better, while reducing costs and risks to the Service Provider. Nothing is safe from scrutiny in this stage, not the teams, processes, or the hardware. Although you’re reviewing this stage last, in reality this is an ongoing stage—hence the “continual” part.

ITIL 2011 Glossary Definition

Continual Service Improvement is responsible for managing improvements to IT Service Management processes and IT services. The performance of the IT service provider is continually measured and improvements are made to processes, IT services, and IT infrastructure in order to increase efficiency, effectiveness, and cost effectiveness

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Service Improvement ModelsIt should be noted that this stage does not consist of a series of processes, but rather assessment and improvement models. (Woohoo! A break from processes!) Below are the three main models used during this stage of the lifecycle. For the ITIL Foundations exam, you will need to memorize the steps of each model.

What isthe vision?

Where arewe now?

Where do wewant to be?

How do weget there?

Did weget there?

How dowe maintain momentum?

Model One: Continual Service Improvement

Continual Service Improvement Model is a series of questions that are meant to guide you in the development of an improvement program, as well as give you an opportunity to learn from past successes and failures.

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Model Two: Deming Cycle

Deming Cycle is a 4-step model based on the philosophies of W. Edwards Deming, which focus on higher quality and productivity. This cycle is meant to repeat, each time getting nearer to the goal.

STEP 1

Plan

Act

Do

Check

STEP 2

STEP 4 STEP 3

Step 1Decide what should be measured

Step 2Decide what can be measured

Step 3Gather the data

Step 4Process the data

Step 5Analyze the data

Step 6Plan & implement changes

Step 7Investigate and diagnose

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Model Three: 7-Step Improvement Process

The 7-Step Improvement Process is a model that focuses on gathering, measuring, and analyzing data as a means to improving service performance.

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Congrats! You’ve completed Quick Start—An Overview of ITILDo you feel invigorated? Inspired? Now take the time for a little studying and show that ITIL exam who’s boss! Your company and its customers will thank you for it.

Service Strategy

Service Design

Service Transition

Service Operation

Continual Service Improvement

Service Strategy

Strategy Generation

Service Portfolio Mgt.

Risk Mgt.

Demand Mgt.

Financial Mgt.

Service DesignService Catalogue Mgt.Service Level Mgt.Supplier Mgt.Availability Mgt.Capacity Mgt.Information Security Mgt.IT Service Content Mgt.

Service Transition

Release andDeployment Mgt.

Change Mgt.

Transition Planningand Support

Service Knowledge Mgt.

Evaluation Mgt.

Service Asset andConfiguration Mgt.

Service Validationand Testing Mgt.

Service Operation

Request fulfillment

Incident Mgt.

Access Mgt.

Problem Mgt.

Event Mgt.

Continual ServiceImprovement

ServiceMeasurement

Service Reporting

You are here.

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ITIL at a Glance—A Quick Review

The 50,000 ft. view of ITIL.

For those of you who are short on time, here you'll find all of the concepts covered in this eBook series (as well as some additional ITIL facts) in a simple chart. Use this cheat sheet for reviewing the main concepts.

© 2016 ServiceNow, Inc. All rights reserved.

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