1. Welcome W l Continual S i Improvement C ti l Service It Learning and Growth ITSM Academy, CSI, February 2010

2. About ITSM AcademyAccredited EducationFt. Lauderdale, Dallas & ITIL Foundation Washington, DC - Public ITIL Foundation and Managers BridgeCorporate on-site Classes ITIL Lifecycle, Capability and MALCVirtual Classes ITIL Practitioner Service Manager (V2) Practitioner, Courseware Licensing Certified Process Design Engineer (CPDE) Alumni Program Microsoft Operations Framework (MOF)PMI Global Education Provider FoundationFederal Government (GSA)Go ernment ISO/IEC 20000 FoundationContractor PMI PMP Exam Prep Certified Woman-Owned Practical, Value Add Practical Value-Add Workshops Tens f th T of thousands of learners d fl Apollo 13 - an ITSM Case Experiencetrained since 2003 Visible Ops: The ClassITSM Professional Diplomas ITIL, MOF, ITIL MOF ISO 20K AAwareness And More!Welcome! ITSM Academy, CSI, February 2010 2 3. Agenda Continual ServiceImprovementpurpose, objectivesand scopedCSI ProcessesKey lessonsWhere to beginYou are here Crown copyright 2007. Reproduced underlicense from OGC. ITSM Academy, CSI, February 20103 4. CSI Purpose and Objectives Identify and implement improvementsthroughout the service lifecycleIT service qualityThe cost effectiveness of IT service deliveryThe efficiency and effectiveness of SM processesEnsure processes have clearly defined goals, objectives andmeasures to enable actionable improvementsDetermine what to measure, why to measure it and definethe successful outcomeReview and analyze service level and process informationand trendsEnsure quality management methods are usedCSI involves ongoing change. Communication is essential. ITSM Academy, CSI, February 20104 5. CSI ScopeCSI addresses the Overall health of IT service management (ITSM) as a discipline Continual alignment of the Service Portfolio with current and future business needs Maturity of enabling ITSM processes for f each service hImprovement becomes a process within IT with Improvement defined activities, inputs, outputs, roles and reporting. ITSM Academy, CSI, February 20105 6. Continual Service Improvement Processes Service StrategyService Design Service Transition Service OperationService StrategyContinu ServiceovementThe 7-Step Improvement Process Service ReportingService PortfolioualImpro Service MeasurementService CatalogBusiness/ServiceSuppliersCustomersProvider ITSM Academy, CSI, February 20106 7. 7-Step Improvement Process Identify first 1. Define What Vision You ShouldMeasure Strategy Tactical Goals 7. Implement 2. Define WhatCorrective You Can pOperational ActionsMeasure MGoalsGoals6. Present and 3. Gather theUse the DataInformation5. 5 Analyze the 4. 4 Process the DataData ITSM Academy, CSI, February 20107 8. Service Reporting (1)Service Reporting is the process responsible for producing anddelivering service level achievement and trends reports. Business interests include The past periods performance period s Historical events that continue to be a threat Data aligned to contracted, c a geab e de ve y elementsa a a g ed o co ac ed, chargeable delivery e e e s Actionable reports This is what happened This is what we did This is how well prevent it happening again Here sHeres what were doing to improve we re ITSM Academy, CSI, February 20108 9. Service Reporting (2)A business-focused framework includesTarget audience and business view of service fWhat to measure and reportDefinitions of termsBasis of calculationsReporting schedulesAccess to reportsMedium to be usedMeeting schedules (to discuss and review results) Policies and rules are defined and agreed upon by both the business and Service Design. The most effective reports are customizable,automated and deliver the right content to the right audience. ITSM Academy, CSI, February 2010 9 10. Service Measurement Service measurement is about providing a meaningful view ofan IT service as experienced by the customer. IT must measure and reportagainst end-to-end servicei t dt d iKey measurements includeAvailabilityReliabilityPerformanceP f ITSM Academy, CSI, February 2010 10 11. Service Measurement Model IT scorecard orbalanced scorecard Point in timeReal-timeinformation information Service Servicescorecard dashboardKey Performance IndicatorsAvailability &Rolled up service Capacity Plans measurement resultsAvailability y ReliabilityPerformance Component 1Component 2Component 3MeasureMeasureMeasure ITSM Academy, CSI, February 201011 12. Total Quality Management (TQM) TQM is a management strategy aimed at Embedding E b dd awareness of quality in all processes f lll Achieving long term success through customer satisfactionAll members of an organization participate inimprovement activitiesA quality management system (QMS) defines theorganizational structure, responsibilities, policies,procedures, processes, standards and resourcesd d d drequired to deliver quality services ISO/IEC 20000 defines requirements for a QMS and follows the plan, do, check, act cycle. ITSM Academy, CSI, February 2010 12 13. Key Lessons (1) Dr. W. Edwards Deming Contributed th Deming C t ib t d the D i (PDCA) Cycle and alsoC ld l set out 14 points for management which are designed to help companies increase their quality and productivity lid d i iPhilip Crosby Introduced four absolutes of quality management Quality is conformance to requirements The t fTh system for causing quality i prevention not ilit is titappraisal The performance standard must be zero defects TheTh measure of quality is th cost of non- f lit i the t fconformance and not indices ITSM Academy, CSI, February 201013 14. Key Lessons (2) Joseph Juran Contributed the Juran Trilogy and also a four- phased approach to quality improvement ( (Start-up, Test, Scale-up, Institutionalize) p, ,p, ) Holding the gains Quality ControlQuality PlanningBreakthroughB kthhParetoP t analysis l i Quality ImprovementProject-by-Project ITSM Academy, CSI, February 2010 14 15. Where to BeginCSI approaches Dont wait for allincludeaspects of CSI to be in Service (pain point)place approachStart improving now! Lifecycle approach Functional group Fi l approach Measure now, gather data now, analyzenow, review lessons learned now, make incremental improvements now!p ITSM Academy, CSI, February 2010 15 16. ITSM Academy Affiliates ITSM Academy, CSI, February 2010 16 17. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed bythe Commission for IndependentEducation, Florida Departmentof Education, offeringoccupational ITSMPDiplomas.Di l On our website, this symbolindicates courses which accrueITSMP students clock hourstoward their Diploma: Change Manager Support Manager Service Level Manager ITSM Academy, CSI, February 2010 17