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ITIL Continual Service Improvement - ITSM Academy Webinar


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We look at Continual Service Improvement phase of the ITIL V3 service lifecycle and the key processes involved in creating and maintaining value for customers through better design, introduction, and operation of services. We will discuss the various roles involved in Continual Service Improvement, along with key processes such as the 7-Step Improvement process, Service Reporting and Service Measurement.

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ITIL Continual Service Improvement - ITSM Academy Webinar

  1. 1. Welcome W l Continual S i Improvement C ti l Service I t Learning and Growth © ITSM Academy, CSI, February 2010
  2. 2. About ITSM Academy Accredited Education Ft. Lauderdale, Dallas & ITIL® Foundation Washington, DC - Public ITIL® Foundation and Managers Bridge Corporate on-site Classes ITIL® Lifecycle, Capability and MALC Virtual Classes ITIL® Practitioner Service Manager (V2) Practitioner, Courseware Licensing Certified Process Design Engineer (CPDE)® Alumni Program Microsoft Operations Framework (MOF) PMI Global Education Provider Foundation Federal Government (GSA) Go ernment ISO/IEC 20000 Foundation Contractor PMI PMP Exam Prep Certified Woman-Owned Practical, Value Add Practical Value-Add Workshops Tens f th T of thousands of learners d fl Apollo 13 - an ITSM Case Experience™ trained since 2003 Visible Ops: The Class ITSM Professional Diplomas ITIL, MOF, ITIL MOF ISO 20K A Awareness And More! Welcome! © ITSM Academy, CSI, February 2010 2
  3. 3. Agenda Continual Service Improvement purpose, objectives and scope d CSI Processes Key lessons Where to begin You are here © Crown copyright 2007. Reproduced under license from OGC. © ITSM Academy, CSI, February 2010 3
  4. 4. CSI Purpose and Objectives Identify and implement improvements throughout the service lifecycle IT service quality The cost effectiveness of IT service delivery The efficiency and effectiveness of SM processes Ensure processes have clearly defined goals, objectives and measures to enable actionable improvements Determine what to measure, why to measure it and define the successful outcome Review and analyze service level and process information and trends Ensure quality management methods are used CSI involves ongoing change. Communication is essential. © ITSM Academy, CSI, February 2010 4
  5. 5. CSI Scope CSI addresses the Overall health of IT service management (ITSM) as a discipline Continual alignment of the Service Portfolio with current and future business needs Maturity of enabling ITSM processes for f each service h “Improvement” becomes a process within IT with Improvement defined activities, inputs, outputs, roles and reporting. © ITSM Academy, CSI, February 2010 5
  6. 6. Continual Service Improvement Processes Service Strategy Service Design Service Transition Service Operation Service Strategy Continu Service ovement The 7-Step Improvement Process Service Reporting Service Portfolio ual Impro Service Measurement Service Catalog Business/ Service Suppliers Customers Provider © ITSM Academy, CSI, February 2010 6
  7. 7. 7-Step Improvement Process Identify first 1. Define What • Vision You Should Measure • Strategy • Tactical Goals 7. Implement 2. Define What Corrective You Can • p Operational Actions Measure M Goals Goals 6. Present and 3. Gather the Use the Data Information 5. 5 Analyze the 4. 4 Process the Data Data © ITSM Academy, CSI, February 2010 7
  8. 8. Service Reporting (1) Service Reporting is the process responsible for producing and delivering service level achievement and trends reports. Business interests include The past period’s performance period s Historical events that continue to be a threat Data aligned to contracted, c a geab e de ve y elements a a a g ed o co ac ed, chargeable delivery e e e s Actionable reports − This is what happened − This is what we did − This is how we’ll prevent it happening again − Here s Here’s what we’re doing to improve we re © ITSM Academy, CSI, February 2010 8
  9. 9. Service Reporting (2) A business-focused framework includes Target audience and business view of service f What to measure and report Definitions of terms Basis of calculations Reporting schedules Access to reports Medium to be used Meeting schedules (to discuss and review results) Policies and rules are defined and agreed upon by both the business and Service Design. The most effective reports are customizable, automated and deliver the right content to the right audience. © ITSM Academy, CSI, February 2010 9
  10. 10. Service Measurement Service measurement is about providing a meaningful view of an IT service as experienced by the customer. IT must measure and report against end-to-end service i t dt d i Key measurements include Availability Reliability Performance P f © ITSM Academy, CSI, February 2010 10
  11. 11. Service Measurement Model IT scorecard or balanced scorecard Point in time Real-time information information Service Service scorecard dashboard Key Performance Indicators Availability & Rolled up service Capacity Plans measurement results Availability y Reliability Performance Component 1 Component 2 Component 3 Measure Measure Measure © ITSM Academy, CSI, February 2010 11
  12. 12. Total Quality Management (TQM) TQM is a management strategy aimed at Embedding E b dd awareness of quality in all processes f l ll Achieving long term success through customer satisfaction All members of an organization participate in improvement activities A quality management system (QMS) defines the organizational structure, responsibilities, policies, procedures, processes, standards and resources d d d d required to deliver quality services ISO/IEC 20000 defines requirements for a QMS and follows the plan, do, check, act cycle. © ITSM Academy, CSI, February 2010 12
  13. 13. Key Lessons (1) Dr. W. Edwards Deming Contributed th Deming C t ib t d the D i (PDCA) Cycle and also C l d l set out 14 points for management which are designed to help companies increase their quality and productivity li d d i i Philip Crosby Introduced four absolutes of quality management − Quality is conformance to requirements − The t f Th system for causing quality i prevention not i lit is ti t appraisal − The performance standard must be zero defects − The Th measure of quality is th cost of non- f lit i the t f conformance and not indices © ITSM Academy, CSI, February 2010 13
  14. 14. Key Lessons (2) Joseph Juran Contributed the Juran Trilogy and also a four- phased approach to quality improvement ( (Start-up, Test, Scale-up, Institutionalize) p, , p, ) Holding the gains Quality Control Quality Planning Breakthrough B kth h Pareto P t analysis l i Quality Improvement Project-by-Project © ITSM Academy, CSI, February 2010 14
  15. 15. Where to Begin CSI approaches Don’t wait for all include aspects of CSI to be in Service (pain point) place approach Start improving now! Lifecycle approach Functional group F i l approach Measure now, gather data now, analyze now, review lessons learned now, make incremental improvements now! p © ITSM Academy, CSI, February 2010 15
  16. 16. ITSM Academy Affiliates © ITSM Academy, CSI, February 2010 16
  17. 17. IT Service Management Professional (ITSMP)™ Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP™ Diplomas. Di l On our website, this symbol indicates courses which accrue ITSMP ™ students clock hours toward their Diploma: • Change Manager • Support Manager • Service Level Manager © ITSM Academy, CSI, February 2010 17