Continual Service Improvement

an Practical Approach

William Bello

@heset.hr

Contents

1. ‘Improve ability’

2. Fitting the purpose

3. Learn from the theatre stage

4. In practice

Do you remember the core Do you remember the core publications?publications?

About the Speaker

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Basic Process

• Trigger

• Desired outcome

• Service control and quality

Or,Or,Go one step by Go one step by another.another.It is about It is about matturity!matturity!

Ownership principle: RACI

• Service improvement

must focus on

increasing the

efficiency, maximizing

the effectiveness and

optimizing the cost of

services and the

underlying ITSM

processes.

• Improving service

management is to

embark upon an

organizational change

programe.

Quote, ITIL V3 Core publication: Continual Service Improvement, Quote, ITIL V3 Core publication: Continual Service Improvement, pg.27pg.27

Recognize peopleRecognize people

Fine tuning

• Customer business Goal

• Business Process

• People (clients)

• Organization

unlocking the power of IT services

Demand Management

Request Fulfillment

The Service Requests will contain information about:

• What service is being requested

• Who requested and authorized the service

• Which process will be used to fulfill the request

• To whom it was assigned to and what action was taken

• The date and time when the request was logged as well as the date and time of all actions taken

• Closure details.

Strategy defines the rulesStrategy defines the rules Operation enforces the rulesOperation enforces the rules

Quote, ITIL V3 Core publicationQuote, ITIL V3 Core publication

But first: Service Catalogue

The Business Service Catalogue:

containing details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services. This is the customer view of the Service Catalogue.

The Technical Service Catalogue:

containing details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and CIs necessary to support the provision of the service to the business. This should underpin the Business Service Catalogue and not form part of the customer view.

• Core services

• Enabling services

• Enhancing Services

Quote, ITIL V3 Core publicationQuote, ITIL V3 Core publication

Service Strategy

37

0M

$

Market space?

Service Design

• Service design is

influenced by outsourcing

and cloud, technology is

diminishing

• It is important to design

upfront SLA/OLA, quality

metrics, Service Catalogue

entries and how it will be

monitored and reported

Service Transition

• Client request categories:

– strategic

– tactical

– operational

– functional

• V-model provide measurement points:

– Document exist Yes/No

– User acceptance Passed/Failed

– Etc.

Service Operation

• The place where the

request is registered

• Most common issue is

that outsourcing

partner does not

provide continuus

process management

and is not part of the

process

Continual Service Improvement

• CSI is part of all the stages and ITSM processes and services – ‘per se’

• It is important to consider CSI processes subject to improve as well

• RACI should provide QA (responsibility) visibility

Conclusion

1. Revoke what has been shifted from origins– Read the core publications

2. Establish Demand Management

3. Start Service Catalogue development

4. Very likely – Incident Management is already in place

5. Establish Request Fullfilment

6. Manage and monitor requests

7. Report on the results

8. Decide on actions

Svršetak

ili

početak ?

william.bello@heset.hr