Continual Service Improvement

Transcription

1 Continual Service Improvement

2 Requirements The business/customers Service Strategyt Strategies Policies Resource & Constraints Objectives from Req s Service Design Solution Design Architectures Standards SDPs Service Transition Transition Plans Tested Solutions SKMS Service Operation Operational Services Continual Service Improvement Improvement action & plans

3 Definition The primary purpose of Continual Service Improvement (CSI) is to continually align and re lign IT services to the changing business needs by identifying and implementing improvements to IT Services that support Business Processes. CSI is about looking for ways to improve operational and process effectiveness, efficiency as well as cost effectiveness.

4 Objectives (realised Objectives = Benefits) Review, analyse and make recommendations on improvement opportunities in each lifecycle phase: Service Strategy,Servicet S Design, Service Transition, and Service Operations Review and analyse Service Level Achievement results Identify & implement individual activities to improve IT Service quality and improve the efficiency and effectiveness of delivering IT Services without sacrificing customer satisfaction Ensure applicable quality management methods are used to support continual improvement activities

5 Scope There are 3 main areas that CSI needs to address The overall health of ITSM as a discipline Thecontinual alignment of the portfolio of IT Services with the current and future business needs The maturity of the enabling IT processes for each Service lifecycle l model dl

6 The Deming Cycle (PDCA) Level Continuous Step by Step Improvement Business IT Alignment turity Ma Act Check Plan Do Effective Quality Impovement Consolidate Level Reached - May Use Formal Quality Standard Time Scale

7 The CSI Model What is the vision? Business vision, Mission, goals and objectives How do we keep the momentum going? Where are we now? Where do we want to be? Baseline Assessment Measurable targets How do we get there? Service & Process Improvement Did we get there? Measurements & Metrics

8 The 7 Step Improvement Process Step 7 Implement corrective action Identify Step 1 Define what you Should measure Step 6 Present & Use the Information Activities Of CSI Step 2 Define what you Can measure Step 5 Analyze the data Step 4 Process The data Step 3 Gather the data

9 Step 1 Define what you Should measure Compile a list of what you should measure Often driven by Business Requirements What is important to the business? Inputs: Service level requirements and targets Service catalogue Vision and mission statements Corporate, divisional & departmental goals and objectives Legislative requirements Governance requirements

10 Step 2 Define what you can measure If you cannot measure something then it should not appear in an SLA Inputs: List of what you should measure Process flows Procedures Work Instructions Existing Tools List the tools currently have in place Compile a list of what each tool can currently measure Existing Reports

11 Step 3 Gather the data Gathering data is defined as the act of monitoring and data collection. This activity needs to clearly define the following: Who is responsible for monitoring & gathering the data? How the data will be gathered? When the data will be gathered? When and how often is the data gathered? Criteria to evaluate the integrity of the data

12 Step 4 Process the data This involves converting the data in the required format and for the required audience. Key questions to be addresses in the processing activity are: What is the frequency of processing the data? What format is required for the output? What tools and systems can be used for processing the data? How (and who) evaluates of the accuracy of the processed data?

13 Step 5 Analyze the data Data analysis transforms the information into knowledge of the events that are affecting the organization Here you are looking to document the observations and conclusions, looking to answer such question as: Are there any positive or negative trends What is leading to/causing the trends? Are changes/corrective actions required? Are we operating according to plan? Are targets defined in SLAs being met?

14 Step 6 Present and Use the Information Presenting the information in a format that is understandable, at the right level, and that provides value Allows those receiving ii the information to make strategic, t tactical, and operational decisions Inorder words, presenting the informationin the manner that makes it the most useful for the target audience Itis important to understand a reports purpose If the purpose and value cannot be clearly articulated, then it is important to question if it is needed at all

15 Step 6 Present and Use the Information There are distinct audiences for the information The Business Senior (IT) Management Internal IT Did IT deliver Focused on results against service surrounding CSFs What corrective and KPIs (e.g. actions are being Customer taken Satisfaction / Actual vs. Plan) Largely interested in KPIs and activity metrics that help them plan, coordinate, schedule and indentify incremental improvement opportunities

16 Step 7 Implement Corrective Action Use the knowledge gained to optimize, Improve and Correct Prioritize improvement activities Improve Service and/or Service Management process

17 The 7 Step Improvement Process CSI is an ongoing activity of: monitoring and gathering data processing the data into logical lgroupings analyzing the data for meeting targets identifying trends identifying improvements opportunities CSI requires: ongoing attention a well thought out plan consistent attention to monitoring analyzing and reporting results with an eye toward improvement

18 Metrics 3 types of metrics that an organization will need to collect to support CSI activities as well as other process activities Technology metrics Often associated with component & application based metrics such as performance, availability etc. Process metrics Captured in the form of CSFs, KPIs & activity metrics for the Service management processes. Service Metrics These metrics are the results of the end to end service

19 Metrics Why to measure? Basically, there are 4 reasons to monitor and measure: To Validate monitoring and measuring to validate previous decisions To Direct p g g monitoring and measuring to set direction for activities in order to meet set targets. it is the most prevalent reason for monitoring and measuring To Justify To Intervene monitoring and measuring to justify, with factual evidence or proof, that a course of action is required monitoring and measuring to identify a point of intervention including subsequent changes and correctives actions

20 Summary For every stage within the Service Lifecycle we see an input/feedback into all other stages Service Strategy Strategies Policies Standards Output Service Design Plan to create and Modify Services and Service Management processes Output Service Transition Manage transition of a New orchanged Service or Service Management process into production Output Feedback lesson learnt for improvement Service Operation Day to day operations of Services and Service Management processes Continual Service Improvement Activities embedded within the Service Lifecycle

21 Service Management Technology Purchasing the toolset will not be enough there is still a dependency on having the correct 4 Ps a fool with a tool is still a fool People Processes Product Partners

22 Testing Your Knowledge Continual Service Improvement

23 Question #1 Which h would be the correct sequence of activities iti within the Deming Cycle? A. Plan, Act, Do, Check B. Act, Plan, Do, Check C. Check, Plan, Act, Do D. Plan, Check, Do, Act

24 Question #2 Which h of the following would not be one of the 4 reasons that we monitor and measure? A. To Validate B. To Justify C. To Direct D. To Report

25 Question #3 What are the 3 types of CSI metrics? A. Technology, Process, Service B. Service, Supplier, Lifecyle C. Technology, Supplier, Process D. Technology, Customer, Services

26 Question #4 Consider the following statement: 1. Continual Service Improvement is a self-contained set of processes separate from other lifecycle phases 2. Continual Service Improvement is only required for failing services Which of the above statement is/are correct? A. 1 only B. 1 and 2 C. 2 only D. Neither

27 Question #5 What is the second step in the 7 Step Improvement Process? A. Define what you should measure B. Define where are we now C. Define what you can measure D. Identify data requirements

28 Question #6 Which h of the following would not be a primary Objective of CSI? A. Identify and implement individual activities to improve IT Service quality and improve the efficiency & effectiveness of enabling ITSM process B. Improve cost effectiveness of delivering IT Services without sacrificing customer satisfaction C. Establish overall strategy for both IT Sevices and IT Service Management D. Ensure applicable quality management methods are used to support continual improvement activities