The document discusses continual service improvement (CSI) as presented in ITIL. CSI aims to continually align IT services with changing business needs through identifying and implementing improvements across the service lifecycle. This includes determining appropriate metrics, setting goals and targets, and reviewing results to ensure quality. CSI provides benefits such as enabling continuous feedback, calculating returns on investment, and validating monitoring activities. Supporting models discussed include PDCA (plan-do-check-act) and a 7-step improvement process.

1. Continual Service Improvement
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3. Continual Service Improvement (CSI)
Purpose,
Purpose Goals and Objectives
Continually align IT services to changing
business needs
Identify and implement improvements
throughout the service lifecycle
Determine what to measure, why to
measure it and define successful outcomes
Implement processes with clearly defined
goals, objectives and measures
Review service level achievement results
Ensure quality management methods are used
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4. Continual Service Improvement Value
Enables continuous monitoring and feedback
through all lifecycle stages
Sets targets for improvement
Calculates Return on Investment (ROI)
Calculates Value on Investment (VOI)
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5. Business Value of Measurement
To Validate
To Direct
To Justify
To Intervene
Why
Wh are we monitoring and measuring?
it i d i ?
When do we stop?
Is anyone using the data?
Do we still need this?
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6. Metric Types
Service
S i metrics
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Technology metrics
Process metrics
P i
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7. CSI Supporting Models and
Processes
PDCA Model
7 Step
7-Step Improvement Process
Continual Service Improvement Model
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8. Plan-Do-Check-Act (PDCA) Model
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9. 7-Step Improvement Process
Identify first 1. Define What
• Vision You Should
• Strategy Measure
• Tactical Goals 7. Implement 2. Define What
• Operational Goals Corrective You Can
Actions Measure
M
Goals
6. Present and
3. Gather the
Use the
Data
Information
5. Analyze the 4. Process the
Data Data
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10. Continual Service Improvement Model
Vision & Business
What is the Vision Objective
Baseline
Where are we now? Assessments
How do we Measurable
keep the Where do we want to be? Targets
momentum
going?
Service & Process
How do we get there? Improvement
Measurement
Did we get there? and Metrics
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12. ITSM Academy, Inc.
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13. Questions and Answers
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