ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT CONTINUAL SERVICE

ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT

CONTINUAL SERVICE IMPROVEMENT Continual Service Improvement phase (CSI) is responsible for continually aligning IT services to changing business needs. CSI identifies and implements improvements to IT services that support business processes. These improvement activities support the lifecycle approach through Service Strategy, Service Design, Service Transition, and Service Operation. Main purpose: continuously modify IT services, adapt them to the business requirements. Identify and implement improvements of IT services to meet the (changing) business processes. CSI combines principles, practices and methods from quality management, change management and capability improvement

CONTINUAL SERVICE IMPROVEMENT Objectives • Review, analyze and make recommendations on improvement opportunities in each lifecycle phase: Service Strategy, Service Design, Service Transition and Service Operation. • Review and analyze Service Level Achievement results. • Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes. • Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction. • Ensure applicable quality management methods are used to support continual improvement activities.

CONTINUAL SERVICE IMPROVEMENT In effect, CSI is about looking for ways to improve process efficiency and cost effectiveness throughout the entire service lifecycle. CSI Processes and activities: 7 -step Improvement process Service measurement Service reporting Service improvement

ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT – 7 STEP IMPROVEMENT PROCESS

THE ITIL 7 -STEP IMPROVEMENT PROCESS The 7 -Step Improvement Process requires the Continual Service Improvement phase to address the following actions, in an attempt to determine how to improve services: 1. Answer the question “What should be measured? ” 2. Answer the question “What can be measured? ” 3. Gather the necessary data 4. Process the data into a format that can be understood by the target audience 5. Analyze the data for trends 6. Present the information to the appropriate audience 7. Implement actions in order to improve services

THE ITIL 7 -STEP IMPROVEMENT PROCESS Knowledge management • Within each service lifecycle phase, data should be captured to enable knowledge gain and an understanding of what is actually happening, thus enabling wisdom

THE ITIL 7 -STEP IMPROVEMENT PROCESS

THE ITIL 7 -STEP IMPROVEMENT PROCESS

Process of improving services in 7 steps (2) 1. What should be measured? } Get information from the business, customers, IT management. } Use Catalogue of services as a starting point. } Define list of measured items (for example. using the business requirements). 2. What can we measure? } Create list of tools that are available (without having to change or adaptation). Determine what is which instrument able to measure. } Get information from processes, existing reports, databases, documents. } Compare the list of tools with a list of measured lines (step 1). Consult with business, customers and IT management. If necessary, add list of tools (configuration, customization, . . . ). } Note: If something can not be measured, it should not be included in the SLA.

Process of improving services in 7 steps (3) 3. Gathering data } Assumption: monitoring, monitoring system. } Goal – quality improvement. Monitoring focuses on efficiency, respectively to identify points at which it would be possible to achieve improvement. } Think of measurement by-design service - the service requirements include the specification of monitoring data. } Define: } Who will be responsible for monitoring and data collection, } How will be the data collected, } When and how often data will be collected, } Criteria for evaluating the integrity of data.

Process of improving services in 7 steps (4) 4. Data processing } Conversion of data to the desired format, traceability metrics from the KPI, CSF, or to the vision: KPI: Key Performance Indicator CSF: Critical Success Factor

Process of improving services in 7 steps (5) 4. Data processing } Inputs for data processing: } Data collected during the monitoring } Requirements for evaluation / reporting } SLA / OLA } Catalogue of services } The list of metrics, KPI, CSF, defined objectives of data processing } Frequency of assessment / reporting } Message templates } Outputs: } Plans of the availability and capacity } Reports } Logical groupings of data ready for analysis

Process of improving services in 7 steps (6) 5. Data analyzing = Transforming data to knowledge } } Analyze (determine) the data: } Trends: positive / negative } Have there been any requests for changes? } "Are we going according to plan? ” } “Are we aiming to the goal? ” } Should there be action to create corection? } Are there any structural problems? } What is the price of a service outage? Pr. : Decrese of frequencies of contacts in the Service Desk. It is because of reducement of errors or poor job performance of operators? Outputs: } Not only tracking (numerical) results / trends, but also answers the question: are these results good / bad / expected / in accordance to the objectives? } Compliance with the plans, the rate of achieving the objectives defined in the SLA and service catalog, a qualitative assessment of trends and their causes, . . .

Process of improving services in 7 steps (7) 6. Presentation and use of information } For whom the information is / what interests them: } } } Business / if IT gave promised service (to the extent required), and if not, what measures have been taken to improve the situation Senior (IT) management / results of CSF and KPI, i. e. customer satisfaction, vs. reality. schedule, cost and return (to plan) Internal IT / KPI a metrics activities that will help them plan Pr. : Monitoring of SLA – time development (by month)

Process of improving services in 7 steps (8) 7. Implementation of corrective actions Using the knowledge gained to improve the existing situation: } } } Many opportunities for improvement identified in the analysis Selecting only those improvements which are in line with business objectives Accepted improvements - initiate a life-cycle services: a new strategy, design, migration, deployment for improved service. Levels of communication for future improvements:

THE ITIL 7 -STEP IMPROVEMENT PROCESS Define what you should measure • Compile a list of what you should measure. This will often be driven by business requirements. 2. Define what you can measure • Every organization may find that they have limitations on what can actually be measured. If you cannot measure something then it should not appear in an SLA. 1. Identify Data Collection Capabilities – Service Managements Tools – Monitoring Capability – Reporting Tools – Query Tools – Modeling Tools Identify Data Structures – Processes, Procedures & Work Instructions – Reports & Databases

THE ITIL 7 -STEP IMPROVEMENT PROCESS 3. Gathering the data • Gathering data requires having some form of monitoring in place. Monitoring could be executed using technology such as application, system and component monitoring tools or even be a manual process for certain tasks. • Monitor Detecting Exceptions (…. . is it down? ) Detecting Resolutions (…. . is it up? ) • Exhibit Flexibility to Accommodate Dynamic Needs Avoids Being Overwhelmed by Data Spotlight Approach Requires Close Cooperation Between CSI & SO • Types of metrics: • Technology – component or application-based metrics • Process - Critical Success Factor(CSF), KPI • Service - End to end metrics

THE ITIL 7 -STEP IMPROVEMENT PROCESS Gathering the data There are three types of metrics that an organization needs to collect to support CSI activities as well as other process activities. 3. • Technology metrics: often associated with component and application based metrics such as performance, availability. • Process metrics: captured in the form of Critical Success Factors (CSFs), Key Performance Indicators (KPIs) and activity metrics. • Service metrics: the results of the end-to-end service. Component/technology metrics are used to compute the service metrics.

THE ITIL 7 -STEP IMPROVEMENT PROCESS 4. Processing the data • process the data into the required format • report-generating technologies are typically used at this stage as various amounts of data are condensed into information for use in the analysis activity • the data is also typically put into a format that provides an end-to-end perspective on the overall performance of a service.

THE ITIL 7 -STEP IMPROVEMENT PROCESS 5. Analyzing the data • data analysis transforms the information into knowledge of the events that are affecting the organization • Effects : Trends Positive & Negative Corrective Action Requirements Conformance to Plan Meeting Established Targets Identification of Structural Problems Financial Impact of Service Gap

THE ITIL 7 -STEP IMPROVEMENT PROCESS Presenting and using the information • take our knowledge and present it, that is, turn it into wisdom by utilizing reports, monitors, action plans, reviews, evaluations and opportunities • Audience Business Process Owners Service Owners Management Business & IT Internal IT Plan, Coordinate, Schedule, Identify Incremental Improvement 7. Implementing corrective action • use the knowledge gained to optimize, improve and correct services. 6.

ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT – SERVICE MEASUREMENT

SERVICE MEASUREMENT Service Measurement defines the metrics that will be used during data analysis. It also enables IT to measure and report on service performance.

SERVICE MESAUREMENT • Baselines • an important beginning point for highlighting improvement is to establish baselines as markers or starting points for later comparison • also used to establish an initial data point to determine if a service or process needs to be improved. • should be documented, recognized and accepted throughout the organization • must be established at each level: strategic goals and objectives, tactical process maturity, and operational metrics and KPIs

SERVICE MESAUREMENT • Value to business • To validate – monitoring and measuring to validate previous decisions • To direct – 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 – monitoring and measuring to justify, with factual evidence or proof, that a course of action is required • To intervene – monitoring and measuring to identify a point of intervention including subsequent changes and corrective actions.

SERVICE MEASUREMENT There are three types of metrics that an organization needs to collect to support CSI activities as well as other process activities. • Technology metrics: often associated with component and application based metrics such as performance, availability. • Process metrics: captured in the form of Critical Success Factors (CSFs), Key Performance Indicators (KPIs) and activity metrics. (Cycle Times, Customer Satisfaction, etc) • Service metrics: the results of the end-to-end service. Component/technology metrics are used to compute the service metrics.

ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT – SERVICE REPORTING

ITIL LIFECYCLE – STAGES – CONTINUAL SERVICE IMPROVEMENT – SERVICE REPORTING Service Reporting organizes status and performance data into informational reports that are understood and useful to the IT organization and the business users (for example, service scorecard, service dashboard, SLA reports).

SERVICE REPORTING • A significant amount of data is collated and monitored by IT in the daily delivery of quality service to the business; however, only a small subset is of real interest and importance to the business. • The business likes to see a historical representation of the past period’s performance that portrays their experience; however, it is more concerned with those historical events that continue to be a threat going forward, and how IT intend to militate against such threats.

SERVICE REPORTING • Reporting policy and rules • Targeted audience(s) and the related business views on what the • • • service delivered is Agreement on what to measure and what to report on Agreed definitions of all terms and boundaries Basis of all calculations Reporting schedules Access to reports and medium to be used Meetings scheduled to review and discuss reports.

ITIL SERVICE LIFECYCLE CONTINUAL SERVICE IMPROVEMENT – SERVICE IMPROVEMENT

ITIL LIFECYCLE – STAGES – CONTINUAL SERVICE IMPROVEMENT – SERVICE IMPROVEMENT Service Improvement is where the service provider maintains and improves the quality of the service by agreeing to, monitoring, and reporting on IT achievements. This process can be initiated by a service review and is responsible for creating a service improvement plan.

ITIL SERVICE LIFECYCLE PHASE INTERACTIONS

ITIL LIFECYCLE PHASE INTERACTIONS ITIL V 3 is a cascading and iterative lifecycle for implementing IT services and improving operational performance. It is important to understand the phase interactions as well as the outcomes and how they influence each other. The following graphic provides additional detail that illustrates the interactions between the ITIL V 3 service lifecycle phases. It highlights the outcomes in the form of “service packages” that are transferred from one phase to the next. It also shows how the Service Operation’s functions and processes interact with the other lifecycle phases.

ITIL LIFECYCLE PHASE INTERACTIONS

ITIL SERVICE LIFECYCLE INFORMATION SYSTEMS IN ITIL

INFORMATIONS SYSTEMS DISCUSSED WITHIN ITIL describes a number of information systems which represent the application of technology/automation to the IT Service Management effort. The most important of these include: Service Knowledge Management System (SKMS) Service Portfolio/Catalog Availability Management Information System (AMIS) Configuration Management System/Configuration Management Database (CMS/CMDB) Capacity Database (CDB) or Capacity Management Information System (CMIS) Known Error Database (KEDB) Security Management Information System (SMIS)

INFORMATIONS SYSTEMS DISCUSSED WITHIN ITIL