Saturday, December 20, 2014

ITIL v3 (Foundation) - Continual Service Improvement

IF YOU'VE EVER WORKED IN AN ORGANIZATION that uses Lean Methodology, then you've got a running start into the Continual Service Improvement (CSI) phase.  CSI concerns itself with:


  • measuring and analyzing service level achievements by comparing them to the requirements in SLAs (Service Level Agreements)
  • Recommending improvements in all phases of the life cycle.
  • Introducing activities which will increase the quality, efficiency, effectiveness, and customer satisfaction of the services and the IT service management processes.
  • Operating more cost effective IT services without sacrificing customer satisfaction
  • Using suitable quality management methods for improvement activities.
CSI accomplishes this via measuring and monitoring;
  • Process Compliance
  • Quality
  • Performance
  • Business value of a process
Key Concepts/Methods/Tools:

  • Plan-Do-Check-Act Cycle: Deming's 4 steps which guide process improvement.
  • Metrics: Measurable attributes which determine whether a variable meets its target.
  • CSFs (Critical Success Factors): high-level objectives essential to meeting a business mission
  • KPIs (Key Performance Indicators) can be qualitative or quantitative and help to define whether the CSFs are being met.
  • Benchmark: An agreed upon metric which is considered a baseline (may be determined from industry standards/best-practices)
  • Gap analysis - Determines where the organization is now and the size of the gap of where it wants to be.
  • Balanced scorecard - includes different perspectives on organizational performance - customer, internal processes, learning and growth, financial, etc.
  • SWOT Analysis - Looks at Strengths, Weaknesses, Opportunities, and Threats of an organization/component.
  • Swim-lane diagram - Visualizes relationships between process and organizations
  • 7-step Improvement process:

1 comment:

John Robert said...

woo the beautiful article dear author, well not only this but the 5s management and Kaizen training also plays an important role in lean management, I'd like to suggest you to please add on more blog on this topic as well thanks for sharing !