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 ITIL (Foundation) Cram Notes

7. Continual Service Improvement (CSI)

7.1 Purpose of CSI 

To align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes.

7.2 Objectives of CSI

1) To measure and analyze service level achievements by comparing them to the requirements in the Service Level Agreement (SLA)

2) To recommend improvements in all phases of the lifecycle

3) To introduce activities which will increase the quality, efficiency, effectiveness and customer satisfaction of the services and the IT service management processes

4) To operate more cost effective IT services without sacrificing customer satisfaction

5) To use suitable quality management methods for improvement activities

7.3 Scope of CSI

1) The overall health of ITSM as a discipline.

2) Continual tuning of the IT services to the current and future needs of the business.

3) Continual tuning of the IT service portfolio.

4) The maturity of the IT processes which enable the services

7.4 Value to Business

1) To validate previous decisions. 

2) To set direction for activities in order to meet targets.

3) To justify (with facts) that a course of action is required.

4) To identify a point of intervention including required changes and corrective actions.

7.5 Basic Concepts in CSI

1) CSI Registry: 

a) Is used to record all individual improvements as improvements may be made concurrently.

b) It is a service asset managed by the service knowledge management system (SKMS).

c) It includes: ID, Relative size, Timescale, Description, Priority, KPI metric and Justification

2) The Deming Cycle: The Deming Cycle is proposed by W. Edwards Deming.

The four stages of the cycle are Plan, Do, Check and Act, followed by a consolidation phase to prevent rolling backwards. PDCA sets a clear pattern for CSI efforts:

a) Plan establish goals for improvement.

b) Do develop and implement a project to close the gap.

c) Check compare the implemented environment to the measures of success established in the Plan phase.

d) Act determine if further work is required to close remaining gaps, allocation of resources necessary to support another round of improvement

7.6 CSI Improvement approach

The figure below shows an overall approach to continual service improvement (CSI) and illustrates a continual cycle of improvement. The improvement process can be summarized in six steps: 

1) Embracing the vision by understanding the high level business objectives. The vision should align the business and IT strategies.

2) Assessing the current situation to obtain an accurate, unbiased snapshot of where the organization is right now. This baseline assessment is an analysis of the current position in terms of the business, organization, people, process and technology.

3) Understanding and agreeing on the priorities for improvement based on a deeper development of the principles defined in the vision.

4) Detailing the CSI plan to achieve higher quality service provision by implementing IT service management processes.

5) Verify that measurements and metrics are in place to ensure that milestones were achieved, process compliance is high, and business objectives and priorities were met by the level of service.

6) Finally, the process should ensure that the momentum for quality improvement is maintained by assuring that changes become embedded in the organization.

Figure: CSI Approach

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