Continual Service Improvement

1. Continual Service Improvement

2. The business/customers Requirements Objectives from Req’s Service Strategy Resource & Constraints Policies Strategies Service Design SDPs Standards Architectures Solution Design Service Transition SKMS Tested Solutions Transition Plans Service Operation Operational Services Continual Service Improvement Improvement action & plans

3. Definition • The primary purpose of Continual Service Improvement (CSI) is to continually align and re-lign IT services to the changing business needs by identifying and implementing improvements to IT Services that support Business Processes. • CSI is about looking for ways to improve operational and process effectiveness, efficiency as well as cost effectiveness.

4. Objectives (realised Objectives = Benefits)‏ • Review, analyse and make recommendations on improvement opportunities in each lifecycle phase: Service Strategy,ServiceDesign, Service Transition, and Service Operations • Review and analyse Service Level Achievement results • Identify & implement individual activities to improve IT Service quality and improve the efficiency and effectiveness of delivering IT Services without sacrificing customer satisfaction • Ensure applicable quality management methods are used to support continual improvement activities

5. Scope • There are 3 main areas that CSI needs to address • The overall health of ITSM as a discipline • The continual alignment of the portfolio of IT Services with the current and future business needs • The maturity of the enabling IT processes for each Service lifecycle model

6. The Deming Cycle (PDCA) Continuous Step by Step Improvement Business IT Alignment Maturity Level Act Plan Check Do Effective Quality Impovement Consolidate Level Reached - May Use Formal Quality Standard Time Scale

7. The CSI Model Business vision, Mission, goals and objectives Baseline Assessment How do we keep the momentum going ? Measurable targets Service & Process Improvement Measurements & Metrics

8. Step 4 Process The data Identify The 7 Step Improvement Process Activities Of CSI

9. Step 1Define what you Should measure • Compile a list of what you should measure • Often driven by Business Requirements • What is important to the business? • Inputs: • Service level requirements and targets • Service catalogue • Vision and mission statements • Corporate, divisional & departmental goals and objectives • Legislative requirements • Governance requirements

10. Step 2Define what you can measure • If you cannot measure something then it should not appear in an SLA • Inputs: • List of what you should measure • Process flows • Procedures • Work Instructions • Existing Tools • List the tools currently have in place • Compile a list of what each tool can currently measure • Existing Reports

11. Step 3Gather the data • Gathering data is defined as the act of monitoring and data collection. This activity needs to clearly define the following: • Who is responsible for monitoring & gathering the data? • How the data will be gathered? • When the data will be gathered? • When and how often is the data gathered? • Criteria to evaluate the integrity of the data

12. Step 4Process the data • This involves converting the data in the required format and for the required audience. • Key questions to be addresses in the processing activity are: • What is the frequency of processing the data? • What format is required for the output? • What tools and systems can be used for processing the data? • How (and who) evaluates of the accuracy of the processed data?

13. Step 5Analyze the data • Data analysis transforms the information into knowledge of the events that are affecting the organization • Here you are looking to document the observations and conclusions, looking to answer such question as: • Are there any positive or negative trends • What is leading to/causing the trends? • Are changes/corrective actions required? • Are we operating according to plan? • Are targets defined in SLAs being met?

14. Step 6Present and Use the Information • Presenting the information in a format that is understandable, at the right level, and that provides value • Allows those receiving the information to make strategic, tactical, and operational decisions • In order words, presenting the information in the manner that makes it the most useful for the target audience • It is important to understand a reports purpose • If the purpose and value cannot be clearly articulated, then it is important to question if it is needed at all

15. Step 6Present and Use the Information • There are distinct audiences for the information

16. Step 7Implement Corrective Action • Use the knowledge gained to optimize, Improve and Correct • Prioritize improvement activities • Improve Service and/or Service Management process

17. The 7 Step Improvement Process • CSI is an ongoing activity of: • monitoring and gathering data • processing the data into logical groupings • analyzing the data for meeting targets • identifying trends • identifying improvements opportunities • CSI requires: • ongoing attention • a well thought out plan • consistent attention to monitoring • analyzing and reporting results with an eye toward improvement

18. Metrics • 3 types of metrics that an organization will need to collect to support CSI activities as well as other process activities

19. Metrics • Why to measure? Basically, there are 4 reasons to monitor and measure:

20. Summary For every stage within the Service Lifecycle we see an input/feedback into all other stages Service Strategy Feedback – lesson learnt Service Design Plan to create and Modify Services and Service Management processes • Strategies • Policies • Standards for improvement Service Transition Manage transition of a New or changed Service or Service Management process into production Service Operation Day-to-day operations of Services and Service Management processes Output Output Output Continual Service Improvement Activities embedded within the Service Lifecycle

21. Service Management Technology • Purchasing the toolset will not be enough – there is still a dependency on having the correct 4 Ps • ‘a fool with a tool is still a fool’

22. Testing Your Knowledge Continual Service Improvement

23. Question #1 Which would be the correct sequence of activitieswithin the Deming Cycle? Plan, Act, Do, Check Act, Plan, Do, Check Check, Plan, Act, Do Plan, Check, Do, Act

24. Question #2 Which of the following would not be one of the 4reasons that we monitor and measure? To Validate To Justify To Direct To Report

25. Question #3 What are the 3 types of CSI metrics? Technology, Process, Service Service, Supplier, Lifecyle Technology, Supplier, Process Technology, Customer, Services

26. Question #4 Consider the following statement: Continual Service Improvement is a self-contained set ofprocesses separate from other lifecycle phases Continual Service Improvement is only required for failingservices Which of the above statement is/are correct? 1 only 1 and 2 2 only Neither

27. Question #5 What is the second step in the 7 Step ImprovementProcess? Define what you should measure Define where are we now Define what you can measure Identify data requirements

28. Question #6 Which of the following would not be a primaryObjective of CSI? Identify and implement individual activities to improve ITService quality and improve the efficiency & effectivenessof enabling ITSM process Improve cost effectiveness of delivering IT Services withoutsacrificing customer satisfaction Establish overall strategy for both IT Sevices and IT ServiceManagement Ensure applicable quality management methods are used tosupport continual improvement activities

29. Answer • #1 – B • #2 – D • #3 – A • #4 – D • #5 – C • #6 – C