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8.7.4.3 Step 3: Gather the Data Chapter 8 ■ Continual Service Improvement In this step, based on the objectives, data are gathered through various sources. Data can come from the event management tools, service reports, feedback from the customer, feedback from the supplier, government regulations, and so forth. This step concentrates on just getting the data and collating it. Analysis is not in scope. 8.7.4.4 Step 4: Process the Data The data come from various sources, and they are in different formats. They need to be standardized to aid in analysis activities. Processing of data and publishing the processed data must work in a cycle or in strict timelines based on the CSFs and KPIs. 8.7.4.5 Step 5: Analyze the Data Data analysis and documenting conclusions are done in this step. This step starts to analyze the who, what, when, where, and how questions. Conclusions are drawn based on the CSFs and KPIs that are in place, for example, if the KPI specifies that the desired trend is for incidents to decrease, the analysis presents a negative conclusion when incidents increase month after month. This is an important step that requires the maximum amount of unwavering effort to analyze and present the right information to the management. 8.7.4.6 Step 6: Present and Use the Information In this step, the analysis is presented to the management. It focuses on comparison between the improvement objectives against the actual implementation results. It tries to answer the question: Did we get there? 8.7.4.7 Step 7: Implement Improvements Not all improvements identified are approved for implementation. The management makes a judgment call based on the business case. Most improvements identified come with an associated cost factor, some justified and some not. For example, a particular improvement may cost a huge sum of money but the expected output may improve by a small percentage. In business lingo, this means management might not find a viable return on investment on some improvements, which are eventually put on the back burner. At the end of this step, a new baseline is set, which will be used for the improvements in the next cycle. 223
Chapter 8 ■ Continual Service Improvement 8.7.5 Objectives of Seven-Step Improvement Process The seven-step improvement process is the only process listed in the CSI phase. It therefore inherits all the objectives of the phase and is solely responsible and accountable for identifying and implementing the process activities. The objectives of the process include: • Identify improvement opportunities across service management areas: services, processes, tools, governance. • Cost is a major factor in service delivery. CSI has the onus to reduce the cost of providing services to customers, without affecting the quality of the service. • Keep a finger on the pulse of what is being delivered to the customer and whether it is in line with the expectations. If it is misaligned, it is the responsibility of CSI to take corrective actions. • Identify the metrics and measurements across services, processes, and tools to establish improvement opportunities. 8.7.6 Scope of Seven-Step Improvement Process As discussed earlier, the CSI phase is leveraged. Its scope includes: • Ensuring IT services, processes, technologies leveraged, suppliers, partners, and all activities are performed in the ITIL service lifecycle. • Ensuring that the alignment of the current and future services offered is in line with the market offerings and customer’s expectations. • Keeping a tab on technological advancements to introduce state-of-the-art IT services that provide value, and reduce the cost of services. • Examining the functions, and whether they are rightly staffed with people with specific capabilities who are placed in the right teams; if there is a lack of capability found, ensuring corrective actions are taken by the functional heads. 224
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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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3.2 ITIL Roles Chapter 3 ■ ITIL S
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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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6.4.1.3 Types of Change Requests Ch
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6.4.1.7.7 Review and Change Closure
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Page 255 and 256: Index A Access management and info
Page 257 and 258: ■ INDEX definition, 108 objective
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