Continual Service Improvementp

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Continual Service Improvement (CSI)Purpose Goals and ObjectivesPurpose, Goals and Objectives

Continually align IT services to changing business needsbusiness needsIdentify and implement improvements throughout the service lifecycleDetermine what to measure, why to measure it and define successful outcomesImplement processes with clearly definedImplement processes with clearly defined goals, objectives and measuresReview service level achievement resultsE lit t th d dEnsure quality management methods are used

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Continual Service Improvement Value

Enables continuous monitoring and feedback through all lifecycle stagesthrough all lifecycle stagesSets targets for improvementCalculates Return on Investment (ROI)Calculates Return on Investment (ROI)Calculates Value on Investment (VOI)

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Business Value of Measurement

To Validate

To Direct

To Justify

Wh it i d i ?

To Intervene

Why are we monitoring and measuring?When do we stop?Is anyone using the data?

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Is anyone using the data?Do we still need this?

Metric Types

S i t iService metrics Technology metrics P iProcess metrics

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CSI Supporting Models andCSI Supporting Models and Processes

PDCA Model7-Step Improvement Process7 Step Improvement ProcessContinual Service Improvement Model

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Plan-Do-Check-Act (PDCA) Model

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7-Step Improvement Process

1. Define What You Should

Identify first• Vision You Should

Measure2. Define What

You Can M

7. Implement Corrective

Actions

Vision• Strategy• Tactical Goals• Operational Goals

MeasureActions

Goals

3. Gather the Data

6. Present and Use the

Information

4. Process the 5. Analyze the

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4. Process the Data

5. Analyze the Data

Continual Service Improvement Model

What is the Vision Vision & Business Objective

Where are we now?Baseline

Assessments

How do we keep the Where do we want to be?

Measurable Targetskeep the

momentum going?

Service & Process

Targets

How do we get there? Service & Process Improvement

Measurement

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Did we get there?Measurement and Metrics

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