Information Technology Infrastructure Library (ITIL) is compilation of best practices which enables you to manage IT services. In ITIL 2011 (current version), there are five set of core publications and each of these publication includes the life-cycle of IT services. Continual Service Improvement is one of the core publication.
ITIL Foundation has five publications, Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement which will help you understand the complete framework for ITIL.
Continual Service Improvement (CSI):
The main purpose of Continual Service Improvement is to align IT services with the ever changing needs of the business and implementing improvements to the IT services and support business processes. In order to identify improvement opportunities, the measurement of the current ongoing performance becomes imperative, you cannot manage what you cannot control, you cannot control what you cannot measure and you cannot measure what you cannot define. ITIL continual service improvement provides access to proven best practices based on the skill and knowledge of experienced industry experts in adopting a standardized and controlled approach to service management.
Continual service improvement is not a one-time activity, rather it is an ongoing activity which needs to be performed at every stage of the service management. It focuses on steady ongoing improvement which is based upon six questions, which are mentioned as below:
· What is the vision (Business Vision, Mission, Goals and Objectives)
· Where are we now (Baseline Assessments)
· Where do we want to be (Define Measurable Targets)
· How did we get there (Service and Process Improvements)
· Did we get there (Measurement and Metrics)
· How do we keep the momentum going (How do we maintain the rhythm)
These six questions are based upon the continual improvement lifecycle given by Deming, known as PDCA, Plan, Do, Check and Act.
Continual Service Improvement is a seven stepper program which states:
1. Define what is that you are going to measure
2. Then define what all you can measure
3. Start collecting the data on who, how, when etc.
4. Process that data
5. Analyze the data, build relationship models, trends, distribution, etc.
6. Present the data, summary and action plan
7. Implement the corrective action and build up preventive action.
CSI Scope:
Main scope of the CSI is to improve following areas:
q Services
q Processes
q Functions
Implementing CSI in your organization
To initiate the CSI in your organization, following areas need to be taken care:
q Good understanding of IT Practices
q Outline new processes and identify the needed functions
q Understand the structural changes within the organization
q Simplify and negotiate improvements
q Capture and share process improvement awareness
q Understand and build metrics aligned with organizational goal
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