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Chapter 8 ■ Continual Service Improvement Vision Mission Goals Objectives CSF KPI Metrics Measurments Figure 8-4. Relations from vision down to measurements 8.7.4 Seven-Step Improvement Process There is just one process in the CSI lifecycle phase. The seven-step improvement process is based on the PDCA cycle and is derived from the CSI approach (both were discussed earlier in the chapter). The seven steps also follow the knowledge management’s data-informationknowledge-wisdom model, called the knowledge spiral, because the activities are set to be performed in cycles. As mentioned earlier, CSI stretches across the other four lifecycle phases and can be triggered in any of the phases to identify and implement improvements. Figure 8-5 shows the steps involved in the seven-step improvement process. The details of the process are discussed in the sections below. 221
Chapter 8 ■ Continual Service Improvement Wisdom 1. Identify the stragegy for improvement • Vision • Business need • Strategy • Tactical goals • Opeartional goal 2. Define what you will measure Apply Data PLAN 7. Implement improvement 3. Gather the data • Who? How? When? • Criteria to evaluate integrity of data • Operational goals • Service measurement 6. Present and use the information • Assessment summary • Action plans • Etc. ACT CHECK DO 5. Analyse the information and data • Trends? • Targets? • Improvements required? 4. Process the data • Frequency? • Format? • Tools and systems? • Accuracy? Knowledge Information Figure 8-5. Seven-step improvement process 8.7.4.1 Step 1: Identify the Strategy for Improvement The organization’s leadership provides the vision, mission, and objectives to identify and implement improvements across the lifecycle. They can set specific targets to be achieved in each of the areas: strategy, design, transition, and operations. In most organizations, CSI is implemented in the design, transition, and operations lifecycle phases only. Strategy is normally left out of the scope, perhaps for reasons owing to junior resources manning the CSI activities. 8.7.4.2 Step 2: Define What You Will Measure Once you have the scope established and objectives documented, you will have clarity on what activities need to be measured in order to measure improvements against the objectives. Referring to Figure 8-4 and <strong>com</strong>paring it with the service lifecycle, vision, mission, goals, and objectives are established in the service strategy phase. The CSF, KPI, metrics, and measurements are defined and designed in the service design phase. 222
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 2 ■ Generic Concepts Figu
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CHAPTER 3 ITIL Service Lifecycle Th
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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CHAPTER 6 Service Transition Transi
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Chapter 6 ■ Service Transition
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Chapter 6 ■ Service Transition
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6.4.1.3 Types of Change Requests Ch
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6.4.1.7.1 Create a Request for Chan
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6.4.1.7.7 Review and Change Closure
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6.4.1.10 Change Management Interfac
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Chapter 7 ■ Service Operations I
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Chapter 7 ■ Service Operations
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Page 255 and 256: Index A Access management and info
Page 257 and 258: ■ INDEX definition, 108 objective
Page 259 and 260: ■ INDEX J JAVA team, 190 K Key
Page 261 and 262: ■ INDEX Service catalog managemen
Page 263: ■ INDEX OR gate, 19 parts, 20 per
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