ITIL Continual Service Improvement

• Review and Analyse performance against Service Level
Commitment
• Identify, review and recommend improvement opportunities
within each stage of the ITIL Service Life-Cycle
• Improve Cost-Effectiveness while maintaining Customer
Satisfaction
• Ensure that processes have clearly defined objectives and can
be measured in order to generate actionable improvements
Dartview Consulting Limited 4
The Objectives of CSI
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• Integrate and align IT with business goals
• Implementing continual improvement
• Increased dependency on IT services
• Higher customer expectation
• Demonstrating the business value of IT
• Manage constant business and IT change
• Using IT to gain competitive advantage
Why do we need Service Management?

• Service Strategy
– Strategy generation, Financial Management, Service Portfolio Management,
Demand Management
• Service Design
– Capacity, Availability, Info Security Management, Service level & Supplier
Management
• Service Transition
– Planning & Support, Release & Deployment, Asset & Config Management
– Change Management, Knowledge Management
• Service Operation
– Problem & Incident Management, Request fulfilment
– Event & Access Management
• Continual Service Improvement
– Service measurement & reporting, 7-step improvement process
The ITIL Service Life-Cycle

• The value of a service to the Customer is defined using the
concept of Utility and Warranty
• Utility is ‘what the customer gets’ and reflects whether or not
a service is ‘fit for purpose’
• Warranty is ‘how it is delivered’ and reflects whether or not a
service is ‘fit for use’
• Both must be true in order for a service to create value to the
Customer
Utility and Warranty

It is vital that the business is consulted before embarking on a
CSI initiative and throughout it’s execution. Key questions to be
asked are:
• What is the Vision?
• Where are we now?
• Where do we want to be?
• How do we get there?
• Did we get there?
CSI Principals – Involving the business

• Step 1 – Identify the Strategy for Improvement
• Establish the overall vision
• Identify & Confirm the business needs and operational goals
• Agree on the tactical approach that will be taken
CSI Processes – The 7 Step Improvement Process

• Step 4 – Process the Data
• Processing of data in alignment with Critical Success Factors and Key
Performance Indicators
• Collate the data from multiple sources in one single repository
• Identify any gaps in the data and seek to plug them if possible
• Bring consistency and rationalisation to the data in preparation for it
being analysed

• Step 7 – Implement Improvement
• Use the knowledge gained to optimise and improve both Services and
Processes
• Implement solutions via the application of wisdom to the new found
knowledge
• Communicate and explain to the organisation what improvements need
to be taken
• With the organisation, agree a new baseline, and repeat the cycle once
again

• Benchmarking - requirements
• Ensure Senior Management sponsorship and support
• Take an External View
• Compare processes, not outputs
• Involve Process Owners
• Set-Up Benchmarking Teams
• Acquire the skills
CSI Methods & Techniques

• SWOT Analysis
• Focuses attention on Strengths, Weaknesses, Opportunities and
Threats
• Forms a basis for improved understanding of the organisations
market position and it’s competition
• Brings together Internal and External analysis
• Most effective when conducted as a group activity
• Can be used in conjunction with PESTLE
CSI Methods & Techniques

• Activities and Skill Levels
• Key Roles
• Activities and Skills at each of the Seven Steps
Resourcing for CSI

• Generic Service Owner
• Single point of Accountability for the delivery of a specific service
• Responsible to the customer for the initiation, transition, and on-going
support of a specific service or services
• Works with Business Relationship Manager to understand and translate
customer requirements
• Ensures consistent and appropriate communication with the customer
• Liaising the Process Owners
• Identifying opportunities for service improvement
Resourcing for CSI – Key Roles

• Generic Process Practitioner
• Responsible for performing one or more process activities
• Understands how their role contributes the overall delivery of service
and the creation of value for the business
• Works with other stakeholders (e.g. Line Manager, Colleagues, Users,
Customers) to ensure their contributions are effective
• Ensures that inputs, outputs and interfaces for their activities are
correct
• Documenting successful completion of their activities
Resourcing for CSI – Key Roles

• Activities and Skills required at each Step of the 7 Step
Improvement Process
Resourcing for CSI
Step 1: Identify the Strategy for Improvement
Nature of Activities Skills Typical Role Involvement
Senior Management Ability to create a high-level vision and strategy CSI Manager
High Variation Communication Customers, Senior Business Managers
Action-Oriented Ability to create and use high-level concepts Business Analysts, IT Managers
Communicative Ability to handle complex and/or uncertain situations
Future Focused Ability to set long-term goals

Improvement Process
Resourcing for CSI
Step 4: Process the Data
Automated Numerical Service Desk Staff
Procedural Methodical Technical Management Staff
Structural Accuracy Application Management Staff
Mechanistic Meticulous Nature IT Security Staff
Medium Variation Programming Skills
Specialised Tool & Technical Skills & Experience

Improvement Process
Resourcing for CSI
Step 7: Implement Improvement
Intellectual Effort Analytical CSI Manager, Service Owner
Investigative Modelling Service Level Manager
Medium to High Variation Inventive Attitude Process Owner, Process Manager
Goal Oriented Ambitious Business Analyst, IT Manager
Specialised & Management Programming Skills External Consultant, Customer

• Tools to support CSI Activities
• Suppliers
Technology Requirements

• Service Knowledge Management System (SKMS)

• Tools to support CSI Activities – Software Test Management
• Used to support Release Management and Deployment Testing
• Ideally integrated with Incident Management to facilitate testing on
Incident that have a potential to impact production version software

• Suppliers
• BMC: http://www.bmc.com/it-solutions/it-service-management.html
• Cherwell: https://www.cherwell.com/
• Axios: http://www.axiossystems.com/solutions/service-management
• EasyVista: http://www.easyvista.com/en/
• Service Now:
http://info.servicenow.com/LP=2585?gclid=COiD05OFwcMCFSfItAodgA
QAHw
• Frontrange: http://www.frontrange.com/
• Vivantio: http://www.vivantio.com/

• Be ever-mindful of Organisational Change
• Overcoming resistance to change
• Gaining and retaining Stakeholder commitment
• Creating and communicating a vision for improvement
• Empowering and motivating participants
• Plan for and create quick wins
• Institutionalise the change into the business culture
Implementing CSI

• Critical Success Factors (CSF’s)
• Appointing a CSI Manager
• Adoption of CSI within the organisation
• Ongoing, visible Senior Management commitment to CSI activities
• Defined and clear criteria for prioritisation of CSI initiatives
• Adoption of the Service Lifecycle approach
• Having sufficient and ongoing funding
• Resources dedicated to CSI – not just an ‘add-on’ to their ‘day job’
• Supporting Technology
Challenges, Risks and Critical Success Factors

ISO/IEC 20000: IT Service Management
ISO/IEC 27001: Information Security Management
Controlled objects for Information and related Technology
(COBIT)
Projects in Controlled Environments (PRINCE2)
Management of Risk (M_o_R)
Related Standards

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