OGC - ITIL v3 - Continual Service Improvement.pdf

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ITIL Version 3
Service Improvement
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The ITIL Core consists of five publications. Each provides
the guidance necessary for an integrated approach, as
required by the ISO/IEC 20000 standard specification :
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement .
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I N D I C E
Foreword...............................................................................................................9
OGC’s foreword ............................................................................................................ 9
Chief Architect’s foreword ............................................................................................. 9
Preface ...............................................................................................................11
Continual versus continuous ............................................................................................ 12
Contact information .......................................................................................................... 13
Acknowledgements.............................................................................................14
Chief Architect and authors......................................................................................... 14
ITIL authoring team ..................................................................................................... 14
Mentors ....................................................................................................................... 14
Further contributions ................................................................................................... 14
The ITIL Advisory Group....................................................................................................... 15
Reviewers ............................................................................................................................. 15
1 Introduction ......................................................................................................16
1.1 Overview ............................................................................................................... 16
1.2 Context.................................................................................................................. 17
1.2.1 Service management............................................................................................... 17
1.2.2 Good practice in the public domain ......................................................................... 17
1.2.3 ITIL and good practice in service management ...................................................... 19
Service Strategy..........................................................................................................................20
Service Design............................................................................................................................21
Service Transition .......................................................................................................................21
Service Operation .......................................................................................................................22
Continual Service Improvement ..................................................................................................22
1.3 Purpose................................................................................................................. 23
1.3.1 Goal of this publication ............................................................................................ 23
1.3.2 Scope of this publication.......................................................................................... 23
1.3.3 Target audience....................................................................................................... 23
1.4 Usage.................................................................................................................... 25
2 Service management as a practice..................................................................26
2.1 What is service management? .............................................................................. 26
2.2 What are services? ............................................................................................... 28
2.2.1 The value proposition .............................................................................................. 28
2.3 Functions and processes across the lifecycle....................................................... 29
2.3.1 Functions .................................................................................................................29
2.3.2 Processes ................................................................................................................ 29
2.3.3 Specialization and coordination across the lifecycle ............................................... 30
2.4 Continual Service Improvement fundamentals ..................................................... 31
2.4.1 Purpose of CSI ........................................................................................................ 31
2.4.2 CSI objectives.......................................................................................................... 31
2.4.3 CSI scope ................................................................................................................ 31
2.4.4 CSI approach........................................................................................................... 33
Service gap model ......................................................................................................................33
2.4.5 Value to business .................................................................................................... 34
Perspectives on benefits.............................................................................................................34
Intangible benefits.......................................................................................................................35
2.4.6 Justification .............................................................................................................. 36
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Business drivers..........................................................................................................................37
Technology drivers......................................................................................................................37
2.4.7 Benefits.................................................................................................................... 38
Business/customer benefits ........................................................................................................38
Financial benefits ........................................................................................................................38
Innovation benefits......................................................................................................................39
IT organization internal benefits ..................................................................................................39
2.4.8 Cost ......................................................................................................................... 40
Continual improvement benefits measurement...........................................................................40
2.4.9 Interfaces to other service lifecycle practices.......................................................... 41
Service Strategy..........................................................................................................................42
Service Design............................................................................................................................42
Service Transition .......................................................................................................................43
Service Operation .......................................................................................................................43
CSI throughout the lifecycle ........................................................................................................43
3 Continual Service Improvement principles .......................................................47
3.1 CSI and organizational change ............................................................................. 47
3.2 Ownership ............................................................................................................. 47
3.3 Role definitions...................................................................................................... 48
3.4 External and internal drivers ................................................................................. 49
3.5 Service Level Management................................................................................... 50
3.6 The Deming Cycle................................................................................................. 51
3.7 Service measurement ........................................................................................... 52
3.7.1 Baselines .................................................................................................................52
3.7.2 Value to business .................................................................................................... 52
3.7.3 The 7-Step Improvement Process........................................................................... 53
3.8 Knowledge Management ...................................................................................... 58
3.9 Benchmarks .......................................................................................................... 59
3.9.1 Benchmarking as a lever ......................................................................................... 59
3.9.2 Benchmarking as a steering instrument .................................................................. 59
3.9.3 Benchmarking categories ........................................................................................ 60
3.9.4 Benefits.................................................................................................................... 60
3.10 Governance......................................................................................................... 61
3.10.1 Enterprise governance .......................................................................................... 61
3.10.2 Corporate governance........................................................................................... 61
3.10.3 IT governance........................................................................................................ 62
3.11 Frameworks, models, standards and quality systems ........................................ 63
3.11.1 Frameworks ........................................................................................................... 63
3.11.2 Models ...................................................................................................................64
3.11.3 Standards .............................................................................................................. 64
3.11.4 Quality systems ..................................................................................................... 65
Which one of these should I choose? .............................................................................. 66
4 Continual Service Improvement processes......................................................68
4.1 The 7-Step Improvement Process ........................................................................ 68
Step One – Define what you should measure.............................................................................69
Step Two – Define what you can measure .................................................................................70
Step Three – Gathering the data.................................................................................................71
Step Four – Processing the data.................................................................................................76
Step Five – Analysing the data ...................................................................................................79
Step Six – Presenting and using the information ........................................................................83
Step Seven – Implementing corrective action .............................................................................86
4.1.1 Integration with the rest of the lifecycle stages and service management processes
.......................................................................................................................................... 90
Monitoring and data collection throughout the service lifecycle ..................................................90
Role of other processes in monitoring and data collection..........................................................91
Role of other processes in measuring the data...........................................................................93
Analysing the data throughout the service lifecycle ....................................................................94
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Role of other processes in analysing the data ............................................................................94
Presenting and using the information throughout the service lifecycle........................................96
Role of other processes in presenting and using the information ...............................................96
Role of other processes in implementing corrective action .........................................................97
4.1.2 Metrics and measurement ....................................................................................... 98
How many CSFs and KPIs? .......................................................................................................99
Tension metrics.........................................................................................................................101
Goals and metrics .....................................................................................................................102
Using organizational metrics .....................................................................................................104
4.2 Service reporting ................................................................................................. 105
4.2.1 Reporting policy and rules ..................................................................................... 105
Right content for the right audience ..........................................................................................106
4.3 Service measurement ......................................................................................... 107
4.3.1 Objective................................................................................................................ 107
4.3.2 Developing a Service Measurement Framework .................................................. 108
Critical elements of a Service Measurement Framework..........................................................109
4.3.3 Different levels of measurement and reporting ..................................................... 110
Service scorecard .....................................................................................................................112
Service dashboard ....................................................................................................................112
4.3.4 Defining what to measure...................................................................................... 113
Service levels............................................................................................................................114
Customer satisfaction ...............................................................................................................114
Business impact........................................................................................................................115
Supplier performance................................................................................................................115
4.3.5 Setting targets ....................................................................................................... 115
4.3.6 Service management process measurement........................................................ 116
4.3.7 Creating a measurement framework grid .............................................................. 119
4.3.8 Interpreting and using metrics ............................................................................... 119
4.3.9 Interpreting metrics................................................................................................ 120
4.3.10 Using measurement and metrics ...................................................................................122
4.3.11 Creating scorecards and reports....................................................................................124
Creating scorecards that align to strategies ........................................................................................... 124
Creating reports ...................................................................................................................................... 125
4.3.12 CSI policies.......................................................................................................... 130
4.4 Return on Investment for CSI.............................................................................. 132
4.4.1 Creating a Return on Investment .......................................................................... 132
4.4.2 Establishing the Business Case ............................................................................ 135
Expectations – What’s in it for me?...........................................................................................137
Business cases in a data-poor environment .............................................................................138
4.4.3 Measuring benefits achieved................................................................................. 139
4.5 Business questions for CSI ................................................................................. 141
Where are we now?........................................................................................................ 142
What do we want? .......................................................................................................... 142
What do we need?.......................................................................................................... 143
What can we afford?....................................................................................................... 144
What will we get?............................................................................................................ 145
What did we get? ............................................................................................................ 145
4.6 Service Level Management................................................................................. 146
4.6.1 Goal for SLM ......................................................................................................... 147
4.6.2 Service improvement plan ..................................................................................... 147
5 Continual Service Improvement methods and techniques .............................149
5.1 Methods and techniques ..................................................................................... 149
5.1.1 Effort and cost ....................................................................................................... 149
5.1.2 Implementation review and evaluation .................................................................. 150
5.2 Assessments....................................................................................................... 152
When to assess ........................................................................................................................153
What to assess and how...........................................................................................................153
Advantages and disadvantages of assessments ......................................................................154
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