Continual Service Improvement
Activities and Concepts
In ITIL®, improvement becomes a process within IT with defined activities, inputs, outputs, roles and reporting.
It is essential that during CSI, ITSM processes are developed and deployed as well as develop an ongoing continual improvement strategy for each of the processes and services. These deliverables must be reviewed on an ongoing basis.
The activities performed during the Continual Service Improvement are:
• Review management information
• Analyze trends
• Produce/analyze SLA reports
• Conduct maturity assessments
• Conduct internal audits
• Conduct customer satisfaction surveys
• Conduct external and internal Service reviews to identify CSI opportunities
• Responsible for the success of all improvement activities
• Defines, monitors, analyzes and reports on KPIs and CSFs in cooperation with SLM
• Coordinates CSI activities throughout lifecycle
• Prioritizes improvement opportunities
• Leads, manages and delivers improvement projects
• Accountable for a specific service within an organization
• Responsible for continual improvement and management of change
• A primary stakeholder in all of the underlying IT processes which enable or support the service they own
• Close cooperation with SLM and CSI Manager
It is important to provide improvement opportunities through out the Service lifecycle. The Service Portfolio is the connection between all lifecycles stages:
• CSI relation with Service Strategy: Improvement opportunities driven by external factors such as new security or regulatory requirements
• CSI relation with Service Design: Defines the need for CSFs, KPIs and metrics on services.
• CSI relation with Service Transition: Transition to new or changed services provide opportunities for improvement in terms of knowledge, metrics, communication and management.
• CSI relation with Service Operation: Identifies areas for improvement within operational services within the organization, which involves people processes and IT infrastructure.
Inputs and Outputs
There is a systematic sequence of inputs and outputs in the Service lifecycles.
Each lifecycle will produce inputs to the next lifecycle and as a result the latter lifecycle will produce feedbacks or outputs to the former lifecycle. This consistency in results can help CSI identify the strengths and weaknesses throughout the lifecycle stages and find opportunities for improvements.
Interface with Service Level Management
Interface with Service Level Management (SLM) are described as follows:
• Service Level Management (SLM)is a key principle of CSI, thus is compulsory to the lifecycle
• SLM initiates Service Improvement Programs and Service Quality Plans
• Monitoring and measuring is a joint responsibility of SLM and CSI
• SLM effort is about building and maintaining better relationships between IT and its Customers
Within Service Design, Service Level Management is concerned with:
• Designing and planning the process
• Determining Service Level Requirements(SLRs)
• Negotiating and agreeing up on SLAs, OLAs and UCs
Within CSI, Service Level Management is concerned with:
• Monitoring (executed within Service Operation)
Service Improvement Plans are formal plans to implement improvements to a process or service. They are used to ensure that improvement actions are identified and carried out on a regular basis. The identified improvements may come as a result of:
• Breaches of Service Level Agreements
• Identification of user training and documentation issues
• Weak system testing
• Identified weak areas within internal and external support groups
Risk Management aims to support better decision-making through a good understanding of risks and their likely impact.
• Gathering information about exposure to risk so that the organization can make better decision-making and manage risk appropriately
• Having processes to monitor risks, access to reliable and updated information about risks as well as appropriately create balance and control risks.
A risk is the chance that a certain asset stops performing its function or value due to a threat.
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