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.

1. Welcome
W l
Continual S i Improvement
C ti l Service I t
Learning and Growth
© ITSM Academy, CSI, February 2010

2. About ITSM Academy
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d fl
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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.
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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. 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. 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-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
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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. 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. 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. 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. 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. 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. 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. 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
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16. ITSM Academy Affiliates
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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