Itil v3 continual service improvement pdf download
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[ ITIL v3 Foundation Notes] Continual Service Improvement affects all stages of service management. It aims to improve the overall service in an organization in a continual manner. The Seven- Step Improvement Process is introduced as the major process for the Continual Service Improvement stage of the ITIL service lifecycle. Service Measurement Measurements are critical to the success of continual improvement all processes must be measurable in an objective way role of measurements: assessment of the current status identification of improvement areas assessment of the improvements made types of measurements availability reliability performance [definition] Critical Success Factor ( CSF) is something that must happen if an IT service, process, plan, process, or other activity is to succeed no more than two to five CSFs per process for manageable results Key Performance Indicators ( KPI) are used to measure whether the critical success factors are achieved no more than five KPIs, two to three KPIs in the early stage when maturity level is low can be quantitative (e.g. cost) or qualitative (e.g. customer satisfaction) check whether a KPI is fit for use – relevant, accurate and useful Types of Metrics [definition] a metric is a scale of measure that allows you to define what is to be measured e.g. percentage reduction of unsuccessful changes, average cost of testing a change Technology Metrics – associated with managing service components using monitoring systems, e.g. availability and performance Process Metrics – captured in terms of the CSFs and KPIs, to assess quality, performance, value, and compliance of the process Service Metrics – a measure of the end-to-end service performance, results from technology and process metrics Purpose, Objectives and Scope of Continual Service Improvement Continually searching for enhancement to improve the whole lifecycle, including.