Continual Service Improvement

Continual Service Improvement Measurements Introduction Measurements  are  crucial  for  an  organization  to  improve  the  quality  of  services offered to the customers as well as a guide when offering new services. Why do we measure? •   Validate: To validate decisions •   Direct: To direct activities •   Justify: To justify courses of action •   Intervention: To identify points of intervention Information must be analyzed and studied against strategic, tactical and operational goals, objective, critical success factors (CSFs) and KPIs. All these factors must be aligned to the goals and objectives of the business. Measurements and Metrics •   Key Performance Indicator (KPI) ƒ    Defined during Service Design and Service Transition ƒ    Becomes   the   data   inputs   to   analyze   and   identify   improvement opportunities •   Critical Success Factors (CSF) ƒ    Determine the success or failure of a Service Strategy ƒ    Defined in terms of capabilities and resources •    …

Continual Service Improvement Activities and Concepts Introduction In ITIL®, improvement  becomes  a process within IT with defined activities,  inputs, outputs, roles and reporting. Activities It is essential that during CSI, ITSM processes are developed and deployed as well as develop an ongoing continual improvement strategy for each of the processes and services. These deliverables must be reviewed on an ongoing basis. The activities performed during the Continual Service Improvement are: •   Review management information •   Analyze trends •   Produce/analyze SLA reports •   Conduct maturity assessments •   Conduct internal audits •   Conduct customer satisfaction surveys •   Conduct external and internal Service reviews to identify CSI opportunities Roles CSI Manager •   Responsible for the success of all improvement activities •   Defines, monitors, analyzes and reports on KPIs and CSFs in cooperation with SLM •   Coordinates CSI activities throughout lifecycle •   Prior…

Continual Service ImprovementModels and Processes  IntroductionModels and processes are necessary in order to execute systematic and coordinated improvement activities.In Continual Service Improvement, several approaches and processes are identified to support the improvement of services and processes.Deming CycleThe Deming Cycle is described as below:•   Also known as Plan-Do-Check-Act•   Basis for quality management and improvement•              Quality management can be successful if management and staff are committed and aim to achieve the same goals.The Deming Cycle is critical at two points in CSI: implementation of CSIs, and for the application  of  CSI  to  services  and  service  management  processes.  At implementation, all four stages of the Deming Cycle are used. With ongoing improvement,  CSI draws on the c…

Continual Service ImprovementIntroduction  OverviewContinual  Service  Improvement   involves  improving  services  offered  as  well  as improving internal processes.An IT organization  should  recommend  improvements,  review  and analyze  Service Level Agreement (SLA) results, identify and implement activities to improve quality of services,   improve   cost  without   risking   quality;   and  apply  quality  management methods.PurposeThe purpose of Continual Service Improvement is to align and realign IT Services to the changing Business needs by identifying and implementing  improvements  to the IT services that support the businessprocesses.Continual   Service   Improvement   also   aims   to   improve   process   …

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Types of SLA itil, information technology infrastructure library  Service-based All customers get same deal for same services Customer-based Different customers get different deal (at different cost) Multi-level These involve corporate, customer and service levels and avoid repetitionRight Capacity, Right Time, Right Cost! This is capacity management Balances Cost against Capacity so minimises costs while maintaining quality of serviceIs it available? itil, information technology infrastructure library  Ensure that IT services matches or exceeds agreed targets Lots of Acronyms Mean Time Between Service Incidents Mean Time Between Failures Mean Time to Restore Service Resilience increases availability Service can remain functional even though one or more of its components have failed

Key Concepts itil, information technology infrastructure library  Incident Unplanned interruption to an IT service or an unplanned reduction in its quality Work-around Reducing or eliminating the impact of an incident without resolving it Problem Unknown underlying cause of one or more incidents Service Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks Service Level Measured and reported achievement against one or more service level targets Service Level Agreement Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs Configuration Management System (CMS) Tools and databases to manage IT service provider’s configuration data Contains Configuration Management Database (CMDB) Records hardware, software, documentation and anything else important to IT provision Release Collection of hardware, software, documentation, proce…

Continual Service Improvement itil, information technology infrastructure library  Focus on Process owners and Service Owners Ensures that service management processes continue to support the business Monitor and enhance Service Level Achievements Plan – do –check – act  (Deming)

7 Steps to Improvement itil, information technology infrastructure library ITIL Roles Process Owner Ensures Fit for Purpose Process Manager Monitors and Reports on Process Service Owner Accountable for Delivery Service Manager Responsible for initiation, transition and maintenance.  Lifecycle!More Roles itil, information technology infrastructure library  Business Relationship Manager Service Asset & Configuration Service Asset Manager Service Knowledge Manager Configuration Manager Configuration Analyst Configuration Librarian CMS tools administrator