Continual Service Improvement
Measurements
Introduction
Measurements are crucial for an organization to improve
the
quality
of
services
offered to the customers
as well as a guide when offering new services.
Why do we measure?
• Validate: To validate decisions
• Direct: To direct activities
• Justify: To justify courses of action
• Intervention: To identify points
of intervention
Information must be
analyzed and studied
against strategic, tactical and operational goals, objective, critical success factors (CSFs) and KPIs. All these factors must be aligned to the goals and objectives of the business.
Measurements and Metrics
• Key Performance Indicator (KPI)
ƒ Defined during Service Design and Service Transition
ƒ Becomes the
data
inputs to
analyze and identify improvement opportunities
• Critical Success Factors (CSF)
ƒ Determine the success or failure of a Service Strategy
ƒ Defined in terms of capabilities and resources
• Baselines
ƒ As starting points for later comparison
ƒ Establish an initial data point to determine if a service or process should be improved
ƒ Must be
documented, recognized and accepted throughout the
organization
ƒ Must be established
at
each level:
strategic
goals and objectives, tactical process maturity and operational metrics
and KPIs
• 3 types of metrics
ƒ Technology metrics: Component and application based metrics
(performance, availability, etc.). Example: CPU load of a server.
ƒ Process metrics: CSFs (Critical Success Factor) and KPIs (metrics that indicate
the
overall health
of
a process).
Example:
the
amount
of incidents solved within SLA targets.
ƒ Service metrics: Metrics that indicate the result of the end to end service.
Technology metrics are input for Service metrics.
Example: the amount of
transactions banking
system.
• Service measurement
ƒ Measure, analyze and report on IT Services and ITSM results
ƒ Data produced will result in trends that can help in measurements
Critical success factors and key performance indicators
Each organization should identify appropriate
CSFs based on its objectives for the process. Each sample CSF is followed by a typical KPI that supports
the CSF. These KPIs should not be adopted without careful consideration.
Each organization
should develop KPIs that are appropriate for its level of maturity,
its CSFs and its
particular circumstances. Achievement against KPIs should be monitored and used to
identify opportunities for improvement, which should then be logged in the CSI register for evaluation and possible implementation.
ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course
