Introduction and Overview

• Goals and scope of CSI
• Embedding CSI into organizational processes
• Explaining how CSI creates business value
• Illustrating the interfaces to other ITIL lifecycle stages

Purpose of Service Measurement

• Validating previous decisions
• Directing activities in order to meet set targets
• Justifying that a course of action is required
• Intervening at the appropriate point to take corrective action

Principles of Continual Service Improvement

• Defining ownership and roles
• Manager, service owner, service level manager
• Service level management and measurement

Predicting and Reporting Service Performance vs. Targets

• Using customer satisfaction surveys
• Conducting maturity assessments
• Verifying employee and process compliance
• Employing frameworks and standards

The 7-Step Improvement Process

• Determining what to measure
  • Defining what you should measure: measurements that fully support the goals of the organization
  • Defining what you can measure
  • Conducting gap analysis to identify what is or can be measured today and what is ideally required
• Gathering the data with monitoring tools and manual processes
  • Processing the data to provide end-to-end perspective on service and/or process performance
  • Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
  • Presenting and using the information
  • Implementing corrective actions

Supporting Processes

• Implementing service reporting and policies
• Service measurement: using and interpreting metrics
• Creating a return on investment
• Establishing a business case
• Measuring benefits to the business

Methods and Techniques

Activities for delivering Continual Service Improvement

• Benchmarking
• Establishing a Balanced Scorecard to drive CSI
• Initiating a SWOT analysis
• Employing the Deming Cycle

Key metrics

• Technology metrics
• Process metrics (CSFs and KPIs)
• Service metrics

Organization and Technology Issues

• Defining roles and responsibilities
• Choosing organizational structures that support CSI
• Specifying tool requirements for implementation success

Implementing Continual Service Improvement

Key considerations

• Analyzing where to start
• Relating the role of governance
• Determining the effect of organizational change
• Constructing a communications strategy and plan

Implementation Challenges and Risks

• Establishing critical success factors and KPIs
• Developing risk-benefit analyses for adoption of Continual Service Improvement

Important::
The ITIL Certification Exam is offered on the final day of class