The document discusses starting a continuous service improvement program (CSIP) using ITIL best practices. It recommends defining a vision, assessing the current state, setting measurable targets and goals for where you want to be. Key aspects include performing a gap analysis, prioritizing quick wins, and establishing key performance indicators to monitor progress. Regular reviews are suggested to ensure milestones are met before advancing improvement efforts, with guidance on maintaining momentum through change management and celebrating successes.

1. © 2008 ITSM Academy, Inc.
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There is No Finish LineThere is No Finish Line
Starting a Continuous Service
Improvement Program

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Elements of a CSIPElements of a CSIP
What is the Vision?
Where are we now?
Where do we want to
be?
How do we check our
milestones have been
reached?
Business
Objectives
Assessment
Measurable
Targets
Metrics
How do we get where
we want to be?
Process
Improvement
How do we keep
the momentum
going?

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What is the Vision?What is the Vision?
Where do we want to be?

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Vision StatementVision Statement
Describes CSIP aim and purpose
Speaks to business benefits
Clarifies the ITSM program
Motivates people to action
Coordinates actions
Outlines senior management view
Address Pain Points

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Where are we now?Where are we now?
Assessing the current state

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AssessmentsAssessments
Are goals realistic and achievable?
How is IT performance measured and
reported?
Are achievements communicated?
Are roles, responsibilities, and tasks clear?
Assess skills and develop formal training plans.
Assess people, process, products, partners
Establish baselines for process improvement

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Service Strategy Service Design Service Transition Service Operation CSI
Service Portfolio
Financial
Demand Service Catalog
Service Level
Availability
Capacity
IT Service Continuity
Information Security
Supplier
Change
Service Asset and Configuration
Release and Deployment
Knowledge
Event
Incident
Problem
Request Fulfillment
Access
7-Step Improvement
Processes Span theProcesses Span the
Service LifecycleService Lifecycle

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Where do we want to be?Where do we want to be?

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Set Goals and ExpectationsSet Goals and Expectations
Are your services defined?
Do you have a Service Portfolio?
Set expectations for Service Level Management.
Get stakeholder agreements in principle
Set incremental goals: 3, 6, 9, months
Prioritize goals to steer the CSIP and initiatives
How will you know if the goals have been reached?

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Perform a Gap AnalysisPerform a Gap Analysis
Document gaps in people, process, products
and partners
Guides improvement priorities
Identify risks and development opportunities
Prioritize implementation approach

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Look for Quick WinsLook for Quick Wins
What can you do now?
Seek to ease areas of continual pain
Define your Services – create a catalog
Incident tracking and record quality
Incident matching and trending
Recording/communicating changes
Customer contact
Fragile infrastructure management
Faster response through escalations
Knowledge transfers
Leveraging existing tools
Pick the low-hanging fruit

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How do we get where weHow do we get where we
want to be?want to be?
Process Improvement

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What do you need?What do you need?
Individual accountability
Logical activities
Cross departmental
Defined procedures
Repeatable, consistent
Global standards
Management commitment
Management participation
Compensation/Rewards
Values/Beliefs
Coaching and Enabling
Career Growth
Teamwork enabled
ITSM Tools
Integrated Data Sharing
Knowledge Management
Management Information
Enhanced skills
Multi-function teams
Values/Beliefs
Culture biases
Training
Career Development

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How do we check our milestonesHow do we check our milestones
have been reached?have been reached?
Critical Success Factors
Key Performance Indicators

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What should you measure?What should you measure?
Critical Success Factors
Small number of things that must be right
within each ITSM process
Key Performance Indicators
Metrics to ensure CSFs are being met
Customer Satisfaction Surveys
Business perception of IT Service quality
At the end of each CSIP stage, conduct a Post-Implementation
Review to ensure objectives are being met and readiness for next
improvement target

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How Do We Keep theHow Do We Keep the
Momentum Going?Momentum Going?

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Implementation GuidanceImplementation Guidance
Introducing any new process is a major change
Do not under estimate the effort needed
It will affect Staff, Users, Customers
Initial enthusiasm will dim from learning curves,
unfamiliar procedures, parallel work
Enthusiasm will rise again with tangible benefits
Acknowledge and celebrate “Quick Wins”
Avoid abandonment at first signs of difficulty
Management must “stick to it” and encourage
staff to do the same

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Start anywhere – just start!
Joyce Vonada, CIO, AutoNation
It’s not a question of whether you are doing
these processes, it’s a question of how well
– or poorly – you are doing them.
Ken Wendle, former President, itSMF USA
Parting ThoughtsParting Thoughts
There is no finish line…
Nike Advertisement

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Remember the GoalRemember the Goal……..

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ITSM Academy, Inc.ITSM Academy, Inc.