Introduction to the Continual Service Improvement Toolkit Welcome.
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Transcript of Introduction to the Continual Service Improvement Toolkit Welcome.
Introduction to the Continual Service Improvement
Toolkit
Welcome
Welcome
Welcome to the Continual Service Improvement toolkit.
Within this toolkit you will find lots of useful information, that will not
only help you to update your knowledge and understanding of the new
ITIL version 3 Continual Service Improvement phase and
accompanying processes, but also provide you with relevant bonus
materials and practical, useable materials for use within your working
environment.
How it worksFollow the ‘Toolkit Roadmap’ to navigate your way through the
documents within the toolkit. This will direct you through the
relevant stages of Continual Service Improvement .
CSI
Governance
Service Level Mgmt
Six Sigma
ITILV3
Aim of the Toolkit Provide a detailed over view of the Continual Service Improvement
phase from a ITIL Version 3 perspective .
Provide relevant bonus materials such as, ISO 20000, ISO 9000, Six Sigma and Return on Investment information and calculators.
Provide practical and user friendly documents for you to use within your organization, including a Continual Service Improvement Readiness Assessment.
CSI - Introduction
ITIL v3
Purpose of CSIThe primary purpose of CSI is to continually align and realign IT services to
the charging business needs by identifying and implementing improvements
to IT services that support business processes. These improvement
activities support the lifecycle approach through Service Strategy, Service
Design, Service Transition and Service Operation. In effect, CSI is about
looking for ways to improve process effectiveness, efficiency as well as cost
effectiveness.
Consider the following saying about measurement and management:
• You can not manage what you can not control
• You can not control what you can not measure
• You can not measure what you can not define.
CSI Objectives
• Review analyze and make recommendations on improvement opportunities in each lifecycle phase
• Review and analyze Service Level Achievement results
• Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes
• Improve cost of effectiveness of delivering IT services without sacrificing customer satisfaction
• Ensure applicable quality management methods are used to support continual improvement activities.
CSI Scope
There are 3 main areas in CSI that need to be addressed:• Overall health of ITSM as a discipline
• Continual alignment of the portfolio of IT services with the current and future business needs
• Maturity of the enabling IT processes for each service in a continual service lifecycle model.
To implement CSI successfully it is important to understand the
different activities that can be applied to CSI.
CSI Approach
What is the vision?
Where do we want to be?
How do we get there?
Did we getthere?
Where are we now?
How do we keep the momentum
going?
Service &process
improvement
Measurabletargets
Baselineassessments
Measurements &
metrics
Business vision,mission, goals and objectives
What is the vision?
Where do we want to be?
How do we get there?
Did we getthere?
Where are we now?
How do we keep the momentum
going?
Service &process
improvement
Measurabletargets
Baselineassessments
Measurements &
metrics
Business vision,mission, goals and objectives
Business vision,mission, goals and objectives
The CSI Model© C
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Value to the businessThere are 4 commonly used terms when discussing service
improvement outcomes:
• Improvements
• Benefits
• ROI (Return on Investment)
• VOI (Value on Investment).
Justification
To justify any improvement, the IT organization should compare costs
and revenue. The difficulty in doing this, however, is that while the
costs are relatively easy to measure the increase in revenue as a
direct result of the Service Improvement Plan (SIP) is more difficult to
quantify.
Understanding the organization’s target and current situation should
form the basis of the Business Case for a SIP. A stakeholder
assessment and a goal-setting exercise will help focus on the results
and aims.
Benefits
Benefits must be clearly identified to help justify the effort involved in
gathering, analyzing and acting on improvement data. It is important
to:
• Consider both direct and indirect benefits.• Identify the benefits for each group of stakeholder at every level in
the organization.• Define the benefits in clear measurable way.
Benefits
Other benefits that will be realized by implementing CSI within an
organization:
• Business/customer benefits• Financial benefits• Innovation benefits• IT organization internal benefits
CostA Service Improvement Plan (SIP), just like any other major plan, will have cost associated with executing its activities:
• Staff resources trained in the right skill sets to support ITSM processes
• Tools for monitoring, gathering, processing, analyzing and presenting data
• Ongoing internal/external assessment or benchmarking studies• Service Improvements either to services or service management
process• Management time to review, recommend and monitor CSI
progress• Communication and awareness campaigns to change behaviors
and ultimately culture• Training and development on CSI activities.
Interfaces to other lifecycle practices.S
ervi
ce P
ort
folio
Ser
vice
Cat
alo
gu
e
ServiceStrategy
ServiceDesign
ServiceTransition
Service Operation
StrategiesPolicies
ConstraintsRequirements
SolutionDesigns
ArchitecturesStandards
SDP s
TransitionPlans
Testedsolutions
SKMS
Improvementactions and plans
Requirements The Business / Customers
OperationalPlans
Continual ServiceImprovement
OperationalServices
Ser
vice
Po
rtfo
lioS
ervi
ce C
atal
og
ue
ServiceStrategy
ServiceDesign
ServiceTransition
Service Operation
StrategiesPolicies
ConstraintsRequirements
SolutionDesigns
ArchitecturesStandards
SDP s
TransitionPlans
Testedsolutions
SKMS
Improvementactions and plans
Requirements The Business / Customers
OperationalPlans
Continual ServiceImprovement
OperationalServices
© C
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CSI & Service StrategyService improvement opportunities could be driven by external
factors such as new security or regulatory requirements, new
strategies due to mergers or acquisitions, changes in
technology infrastructure or even new business services to be
introduced. Feedback from the other lifecycle phases will also
be important.
Design takes the strategy described in the first phase and
transforms it through the design phase into deliverable IT
services. Service Design is also responsible for designing a
management information framework that defines the need for:
• Critical Success Factors (CSF’s)
• Key Performance Indicators (KPI’s)
• Activity Metrics for both the services and the ITSM processes.
CSI & Service Design
As new strategies and design are introduced this provides an
excellent opportunity for continual improvement. Service
Transition is also responsible for defining the actual CSF’s,
KPI’s and activity metrics, creating the reports and
implementing the required automation to monitor and report on
the services and ITSM processes.
CSI & Service Transition
CSI & Service Operation
Every technology component and process activity should have
defined inputs and outputs that can be monitored. The results
of the monitoring can then be compared against the norms,
targets or establishes Service Level Agreements. When a
deviation is identified, between expected and actual
deliverables, a service improvement opportunity Is created.
All or Nothing?At this stage it is easy to assume that all aspects of CSI must be in place before measurements and data gathering can begin. However, this is not the case.
Measure now Analyze now Begin reviews of lessons learned now Make incremental improvements now.
Don’t wait, improvements can start now!