Nov - 12
2018
2018
Continual Service Improvement 2 of 2: The Processes
nbalaji
There are 3 processes under continual Service Improvement. They are the Service Measurement, Service Reporting, and the 7 Step Improvement Process
However, there are few more aspects of CSI, which are important. viz. CSI Model and the overlapping SLM & Knowledge Management processes.
1) Service Measurement and Reporting:
To coordinate the design of metrics, data collection, and reporting activities from the other
Points to remember:
- 4 main reasons to monitor and measure: To Validate, To Direct, To Justify, and To Intervene.
- 3 types of metrics that an organization will need to collect to support CSI activities as well other activities are Technology Metrics (Components), Service Metrics (End-To-End Service), and Process Metrics (process KPIs, etc.)
- Baselines are essential to be used as reference points for later comparison: Configuration baseline, Performance Baseline, and Service Level Achievement Baselines are some of the examples. Baselines must be established at each level: strategic goals, and objectives, tactical process maturity, and operational metrics and KPIs.
2) The 7 Step Improvement Process:
Based on Deming’s PDCA cycle, the 7 Step Improvement Process is a structured approach for improvements to IT services and ITSM processes.
Points to remember:
- This Diagram of the 7 Step Improvement Process:
- The 6 Phase CSI Model is another improvement opportunity in CSI.
