7 itil v3 csi 7 v1.8

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign

CONTINUAL SERVICE

IMPROVEMENT

ServiceTransition

ITIL V3 Core Framework

Continual Service Improvement

Continuous search for improvements as part of the promised service

quality

Continual Service Improvement

CSI focuses on improving the services of the IT organization as well as the internal processes.

CSI combines principles, practices and methods from quality management. Change management and capability improvement,

CSI is not a new concept, but for most organizations the concept has not moved beyond the discussion stage.

Fundamental to the concept of “CSI” is that improvement happens all the time.

CSI - Objectives

Make recommendations for improvements

Review and analyze SLA results

Identify and implement activities to improve IT Services and Processes

Improve cost effectiveness without sacrificing customer satisfaction

Choose and employ quality management methods

CSI – Value to the Business

Improvement needs justification : the benefits must outweigh the costs.

Benefits– Return on Investment (ROI)

– Value on Investment (VOI)

– Intangibles

CSI – Benefits to the Business

Customer benefits– Better alignment of IT to the business needs– Higher Reliability and Availability of IT Services– Higher customer satisfaction

Financial benefits– Increased productivity– Reduction of cost

Innovation benefits– Greater flexibility for the Business by faster and improved response of IT

CSI – Benefits for IT organization

People– Improved management information– Improved communications and teamwork– Higher motivation of staff

Process– Increased process effectiveness– Repeatable process maturity benefits

Products– Knowledge on tools and resources to support CSI

Partners– Better management of suppliers

CSI – Processes and Models

CSI defines three key processes for the effective implementation of continual improvement

– The 7-Step Improvement Process

– Service Measurement

– Service Reporting

Models– Deming Cycle (Plan-Do-Check-Act)

Basis of quality management and improvement

– Continual Service Improvement Model High-level approach for Continual Service Improvement

7 Steps Improvement Process

Step 1 – Define Data Requirement

Identify & Link– Vision, Mission, Goals & Objectives

– Critical Success Factors

– Service Level Targets

– Staff Roles & Responsibilities

Step 2 – Define Data Capability

Identify Data Collection Capabilities– Service Managements Tools– Monitoring Capability– Reporting Tools– Query Tools– Modeling Tools

Identify Data Structures– Processes, Procedures & Work Instructions– Reports & Databases

Step 3 – Gather Data

Monitor– Detecting Exceptions (….. is it down?)– Detecting Resolutions (…..is it up?)

Exhibit Flexibility to Accommodate Dynamic Needs– Avoids Being Overwhelmed by Data– Spotlight Approach– Requires Close Cooperation Between CSI & SO

Three Types of Metrics– Technology – component or application-based metrics– Process - Critical Success Factor(CSF), KPI– Service - End to end metrics

Step 4 – Process Data

Frequency

Format

Tools

Quality Assurance

Step 5 – Analyze Data

Trends– Positive & Negative

Corrective Action Requirements

Conformance to Plan

Meeting Established Targets

Identification of Structural Problems

Financial Impact of Service Gap

Step 6 – Present & User Data

Turn Information into Wisdom

Audience– Business Process Owners– Service Owners– Management

Business & IT

– Internal IT Plan Coordinate Schedule Identify Incremental Improvement

Step 7 – Implement Corrective Action

Actions– Optimize– Improve– Corrective Services

Implement via Service– Strategy– Design– Transition– Operations

The 7-Step Improvement Process is continual and loops back to the beginning.

Service Measurement

There are four basic reasons to monitor and measure, to:– validate previous decisions that have been made– direct activities in order to meet set targets - this is the most prevalent reason for

monitoring and measuring– justify that a course of action is required, with factual evidence or– intervene at the appropriate point and take corrective action.

There are three types of metrics that an organization needs to collect to support CSI activities as well as other process activities.

– Technology metrics: often associated with component and applicationbased metrics such as performance, availability.

– Process metrics: captured in the form of Critical Success Factors (CSFs), Key Performance Indicators (KPIs) and activity metrics.

– Service metrics: the results of the end-to-end service. Component/technology metrics are used to compute the service metrics.

Service Reporting

A significant amount of data is collated and monitored by IT in the daily delivery of quality service to the business, but only a small subset is of real interest and importance to the business.

The business likes to see a historical representation of the past period’s performance that portrays their experience, but it is more concerned with those historical events that continue to be a threat going forward, and how IT intends to mitigate against such threats.

PDCA (Deming Cycle)

PDCA provides a method for improving any process systematically

The goal is to identify errors or omissions that cause the output of the process to fall short of expectations

Four steps in the PDCA cycle

Plan how to improve a service first by identifying and measuring Key Performance Indicators (KPIs)

Do (implement) changes designed to improve the KPIs.

Check KPI performance to evaluate if the changes are achieving the desired result.

Act (implement) changes on a larger scale if the experiment is successful.

PDCA (Deming Cycle)

PDCA is useful anywhere the objective is improved performance

The CSI Model

Frameworks, Models & Quality Systems

Frameworks– ITIL, CobiT, PMBok, Prince2

Models– CMM, CMMI, eSCM

Standards– ISO 20000, ISO27000-2005, ISO 17799-2005, ISO 15504, ISO 19770-2006

Quality Systems– Six Sigma & Lean Six Sigma (DMAIC)

Define, Measure, Analyze, Improve, Control

CSI Roles

Service Manager

CSI Manager

Service Owner

Process Owner

Service Knowledge Manager

Reporting Analyst

Expectation after the ITIL@iNautix training

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