Continual Service Improvement
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 business
processes.
Continual Service Improvement also aims to
improve process effectiveness, efficiency and cost
effectiveness of the IT processes
through the
whole 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 current
and 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.
Objectives
Some of the important
objectives of Continual Service Improvement are:
• Recommend improvements
• Review and analyze SLA results
• Identify and implement activities to improve quality of services
• Improve cost without risking
quality
• 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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