Continual Service Improvement Introduction in ITIL, ITIL Course
Continual Service Improvement Introduction in ITIL, ITIL Course
ContinualServiceImprovement
Introduction
Overview
Continual 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.
Purpose
The 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 effectiveness, efficiency and cost effectiveness of the IT processes through thewhole lifecycle. Therefore, CSI must clearly define what should be controlled and measured.
Scope
The scope of Continual Service Improvement includes:
• Improving services offered: Focuses on the alignment of IT Services with the currentand future business needs, involves all stages of the service lifecycle.
• Improving internal processes: Focuses on the IT Service Management within the company, involves all levels within the organization.
Continual Service Improvement Introduction in ITIL, ITIL Course
Objectives
Some of the importantobjectives of Continual Service Improvement are:
• Recommend improvements
• Review and analyze SLA results
• Identify and implement activities to improve quality of services
• Improve cost without riskingquality
• Apply quality management methods
Value to Business
Adopting and implementing standard and consistent approaches for CSI will:
• Lead to a gradual and continual improvement in service quality, where justified.
• Ensure that IT services remain continuously aligned to business requirements.
• Result in gradual improvements in cost effectiveness through a reduction in costs and/or the capability to handle more work at the same cost.
• Use monitoring and reporting to identify opportunities for improvement in all lifecycle stages and in all processes.
• Identify opportunities for improvements in organizational structures, resourcing capabilities, partners, technology, staff skills & training, and communications.
CSI Register
It is recommended that a CSI register is kept to record all the improvement opportunities and each one should be categorized into small, medium or large undertakings and into initiatives that can be achieved quickly, or in the medium or long term. This should provide the organization with a coordinated and consistent view of the potentially numerous improvement activities.
The CSI register contains important information for the overall service provider and should be held and regarded as part of the service knowledge management system (SKMS).
The CSI Manager is accountable and responsible for the production and maintenance of the CSI register.
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Continual Service Improvement Measurements in ITIL – ITIL Course
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