1. CONTINUAL SERVICE IMPROVEMENT
ITIL SERVICE LIFECYCLE
CONTINUAL SERVICE IMPROVEMENT

2. CONTINUAL SERVICE IMPROVEMENT
Continual Service Improvement phase (CSI) is responsible for continually aligning IT services to changing business needs.
CSI identifies and implements improvements to IT services that support business processes. These improvement activities support the lifecycle approach through Service Strategy, Service Design, Service Transition, and Service Operation.
Main purpose: continuously modify IT services, adapt them to the business requirements. Identify and implement improvements of IT services to meet the (changing) business processes.
CSI combines principles, practices and methods from quality management, change management and capability improvement

3. CONTINUAL SERVICE IMPROVEMENT
Objectives
Review, analyze and make recommendations on improvement opportunities in each lifecycle phase: Service Strategy, Service Design, Service Transition and Service Operation.
Review and analyze Service Level Achievement results.
Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes.
Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction.
Ensure applicable quality management methods are used to support continual improvement activities.

4. CONTINUAL SERVICE IMPROVEMENT
In effect, CSI is about looking for ways to improve process efficiency and cost effectiveness throughout the entire service lifecycle.
CSI Processes and activities:
7-step Improvement process
Service measurement
Service reporting
Service improvement

5. CONTINUAL SERVICE IMPROVEMENT – 7 STEP IMPROVEMENT PROCESS
ITIL SERVICE LIFECYCLE
CONTINUAL SERVICE IMPROVEMENT – 7 STEP IMPROVEMENT PROCESS

6. THE ITIL 7-STEP IMPROVEMENT PROCESS
The 7-Step Improvement Process requires the Continual Service Improvement phase to address the following actions, in an attempt to determine how to improve services:
1. Answer the question “What should be measured?”
2. Answer the question “What can be measured?”
3. Gather the necessary data
4. Process the data into a format that can be understood by the target audience
5. Analyze the data for trends
6. Present the information to the appropriate audience
7. Implement actions in order to improve services

7. THE ITIL 7-STEP IMPROVEMENT PROCESS
Knowledge management
Within each service lifecycle phase, data should be captured to enable knowledge gain and an understanding of what is actually happening, thus enabling wisdom

8. THE ITIL 7-STEP IMPROVEMENT PROCESS

9. THE ITIL 7-STEP IMPROVEMENT PROCESS

10. Process of improving services in 7 steps (2)
1. What should be measured?
Get information from the business, customers, IT management.
Use Catalogue of services as a starting point.
Define list of measured items (for example. using the business requirements).
2. What can we measure?
Create list of tools that are available (without having to change or adaptation). Determine what is which instrument able to measure.
Get information from processes, existing reports, databases, documents.
Compare the list of tools with a list of measured lines (step 1). Consult with business, customers and IT management. If necessary, add list of tools (configuration, customization, ...).
Note: If something can not be measured, it should not be included in the SLA.

11. Process of improving services in 7 steps (3)
3. Gathering data
Assumption: monitoring, monitoring system.
Goal – quality improvement. Monitoring focuses on efficiency, respectively to identify points at which it would be possible to achieve improvement.
Think of measurement by-design service - the service requirements include the specification of monitoring data.
Define:
Who will be responsible for monitoring and data collection,
How will be the data collected,
When and how often data will be collected,
Criteria for evaluating the integrity of data.

12. Process of improving services in 7 steps (4)
4. Data processing
Conversion of data to the desired format, traceability metrics from the KPI, CSF, or to the vision:
KPI: Key Performance Indicator
CSF: Critical Success Factor

13. Process of improving services in 7 steps (5)
4. Data processing
Inputs for data processing:
Data collected during the monitoring
Requirements for evaluation / reporting
SLA / OLA
Catalogue of services
The list of metrics, KPI, CSF, defined objectives of data processing
Frequency of assessment / reporting
Message templates
Outputs:
Plans of the availability and capacity
Reports
Logical groupings of data ready for analysis

14. Process of improving services in 7 steps (6)
5. Data analyzing = Transforming data to knowledge
Analyze (determine) the data:
Trends: positive / negative
Have there been any requests for changes?
"Are we going according to plan?”
“Are we aiming to the goal?”
Should there be action to create corection?
Are there any structural problems?
What is the price of a service outage?
Outputs:
Not only tracking (numerical) results / trends, but also answers the question: are these results good / bad / expected / in accordance to the objectives?
Compliance with the plans, the rate of achieving the objectives defined in the SLA and service catalog, a qualitative assessment of trends and their causes, ...
Pr.: Decrese of frequencies of contacts in the Service Desk.
It is because of reducement of errors or poor job performance of operators?

15. Process of improving services in 7 steps (7)
6.Presentation and use of information
For whom the information is / what interests them:
Business / if IT gave promised service (to the extent required), and if not, what measures have been taken to improve the situation
Senior (IT) management / results of CSF and KPI, i.e. customer satisfaction, vs. reality. schedule, cost and return (to plan)
Internal IT / KPI a metrics activities that will help them plan
Pr.: Monitoring of SLA – time development (by month)

16. Process of improving services in 7 steps (8)
7. Implementation of corrective actions
Using the knowledge gained to improve the existing situation:
Many opportunities for improvement identified in the analysis
Selecting only those improvements which are in line with business objectives
Accepted improvements - initiate a life-cycle services: a new strategy, design, migration, deployment for improved service.
Levels of communication for future improvements:

17. THE ITIL 7-STEP IMPROVEMENT PROCESS
Define what you should measure
Compile a list of what you should measure. This will often be driven by business requirements.
Define what you can measure
Every organization may find that they have limitations on what can actually be measured. If you cannot measure something then it should not appear in an SLA.
Identify Data Collection Capabilities
Service Managements Tools
Monitoring Capability
Reporting Tools
Query Tools
Modeling Tools
Identify Data Structures
Processes, Procedures & Work Instructions
Reports & Databases

18. THE ITIL 7-STEP IMPROVEMENT PROCESS
3. Gathering the data
Gathering data requires having some form of monitoring in place. Monitoring could be executed using technology such as application, system and component monitoring tools or even be a manual process for certain tasks.
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
Types of metrics:
Technology – component or application-based metrics
Process - Critical Success Factor(CSF), KPI
Service - End to end metrics

19. THE ITIL 7-STEP IMPROVEMENT PROCESS
Gathering the data
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 application based 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.

20. THE ITIL 7-STEP IMPROVEMENT PROCESS
Processing the data
process the data into the required format
report-generating technologies are typically used at this stage as various amounts of data are condensed into information for use in the analysis activity
the data is also typically put into a format that provides an end-to-end perspective on the overall performance of a service.

21. THE ITIL 7-STEP IMPROVEMENT PROCESS
Analyzing the data
data analysis transforms the information into knowledge of the events that are affecting the organization
Effects :
Trends
Positive & Negative
Corrective Action Requirements
Conformance to Plan
Meeting Established Targets
Identification of Structural Problems
Financial Impact of Service Gap

22. THE ITIL 7-STEP IMPROVEMENT PROCESS
Presenting and using the information
take our knowledge and present it, that is, turn it into wisdom by utilizing reports, monitors, action plans, reviews, evaluations and opportunities
Audience
Business Process Owners
Service Owners
Management
Business & IT
Internal IT
Plan, Coordinate, Schedule, Identify Incremental Improvement
Implementing corrective action
use the knowledge gained to optimize, improve and correct services.

23. CONTINUAL SERVICE IMPROVEMENT – SERVICE MEASUREMENT
ITIL SERVICE LIFECYCLE
CONTINUAL SERVICE IMPROVEMENT – SERVICE MEASUREMENT

24. SERVICE MEASUREMENT
Service Measurement defines the metrics that will be used during data analysis. It also enables IT to measure and report on service performance.

25. SERVICE MESAUREMENT Baselines
an important beginning point for highlighting improvement is to establish baselines as markers or starting points for later comparison
also used to establish an initial data point to determine if a service or process needs to be improved.
should be documented, recognized and accepted throughout the organization
must be established at each level: strategic goals and objectives, tactical process maturity, and operational metrics and KPIs

26. SERVICE MESAUREMENT Value to business
To validate – monitoring and measuring to validate previous decisions
To direct – monitoring and measuring to set direction for activities in order to meet set targets. It is the most prevalent reason for monitoring and measuring
To justify – monitoring and measuring to justify, with factual evidence or proof, that a course of action is required
To intervene – monitoring and measuring to identify a point of intervention including subsequent changes and corrective actions.

27. SERVICE MEASUREMENT
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 application based metrics such as performance, availability.
Process metrics: captured in the form of Critical Success Factors (CSFs), Key Performance Indicators (KPIs) and activity metrics.
(Cycle Times, Customer Satisfaction, etc)
Service metrics: the results of the end-to-end service.
Component/technology metrics are used to compute the service metrics.

28. CONTINUAL SERVICE IMPROVEMENT – SERVICE REPORTING
ITIL SERVICE LIFECYCLE
CONTINUAL SERVICE IMPROVEMENT – SERVICE REPORTING

29. ITIL LIFECYCLE – STAGES – CONTINUAL SERVICE IMPROVEMENT – SERVICE REPORTING
Service Reporting organizes status and performance data into informational reports that are understood and useful to the IT organization and the business users (for example, service scorecard, service dashboard, SLA reports).

30. SERVICE REPORTING
A significant amount of data is collated and monitored by IT in the daily delivery of quality service to the business; however, 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; however, it is more concerned with those historical events that continue to be a threat going forward, and how IT intend to militate against such threats.

31. SERVICE REPORTING Reporting policy and rules
Targeted audience(s) and the related business views on what the service delivered is
Agreement on what to measure and what to report on
Agreed definitions of all terms and boundaries
Basis of all calculations
Reporting schedules
Access to reports and medium to be used
Meetings scheduled to review and discuss reports.

32. CONTINUAL SERVICE IMPROVEMENT – SERVICE IMPROVEMENT
ITIL SERVICE LIFECYCLE
CONTINUAL SERVICE IMPROVEMENT – SERVICE IMPROVEMENT

33. ITIL LIFECYCLE – STAGES – CONTINUAL SERVICE IMPROVEMENT – SERVICE IMPROVEMENT
Service Improvement is where the service provider maintains and improves the quality of the service by agreeing to, monitoring, and reporting on IT achievements.
This process can be initiated by a service review and is responsible for creating a service improvement plan.

34. ITIL SERVICE LIFECYCLE
PHASE INTERACTIONS

35. ITIL LIFECYCLE PHASE INTERACTIONS
ITIL V3 is a cascading and iterative lifecycle for implementing
IT services and improving operational performance. It is important to understand the phase interactions as well as the outcomes and how they influence each other.
The following graphic provides additional detail that illustrates the interactions between the ITIL V3 service lifecycle phases. It highlights the outcomes in the form of “service packages” that are transferred from one phase to the next. It also shows how the Service Operation’s functions and processes interact with the other lifecycle phases.

36. ITIL LIFECYCLE PHASE INTERACTIONS

37. INFORMATION SYSTEMS IN ITIL
ITIL SERVICE LIFECYCLE
INFORMATION SYSTEMS IN ITIL

38. INFORMATIONS SYSTEMS DISCUSSED WITHIN ITIL
ITIL describes a number of information systems which represent the application of technology/automation to the IT Service Management effort. The most important of these include:
Service Knowledge Management System (SKMS)
Service Portfolio/Catalog
Availability Management Information System (AMIS)
Configuration Management System/Configuration Management
Database (CMS/CMDB)
Capacity Database (CDB) or Capacity Management Information
System (CMIS)
Known Error Database (KEDB)
Security Management Information System (SMIS)

39. INFORMATIONS SYSTEMS DISCUSSED WITHIN ITIL