Process Assessments for Continual Service Improvement (CSI)

Professor Aileen Cater-SteelUniversity of Southern Queensland ToowoombaAustraliaand preferred research partner itSMF Australia

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ITIL Lifecycle Stages and Processes

CONTINUAL SERVICE IMPROVEMENT

•Seven Step Improvement processNote: IT Infrastructure Library® and ITIL® are Registered Trade Marks of AXELOS Ltd.

Continual Service Improvement

CSI aims to deliver business value by focussing on the realisation of benefits from implementation of the Service Lifecycle approach.

Continually measure the performance of the IT service provider

and improve processes, IT services and IT infrastructure

to increase efficiency and effectiveness.

Process Assessments

Harold F. Dodge

You can not inspect quality into a product

8 Quality Principles (ISO 9000):1 – Customer focus2 – Leadership3 – Involvement of people4 – Process approach5 – System approach to management6 – Continual improvement7 – Factual approach to decision making8 – Mutually beneficial supplier relationships

or service!

Deming Cycle: plan, do, check, act

"Foundations of ITIL - 2011 edition", 2012 1st edn, Author Bernard, P, published by Van Haren Publishing, Zaltbommel, Netherlands

Why assess processes?

To provide evidence of process capability or organisational maturity to current and future customers

For process improvement

Watts S Humphrey on assessment

If you don’t know where you are, a map won’t help.

Important decisions

Which processes? Good, bad, ugly? Internal self assessment or engage external

consultants? Which process reference frameworks?

ITIL, ISO/IEC 20000, CMMI-SVC, CobiT Which process assessment model?

ISO/IEC 15504, CMMI Who should be involved?

Assessment sponsor, process stakeholders: Process owners, process performers,

external process stakeholders

Process assessment approaches

ISO/IEC 15504 International Standard for Process Assessment

RAPID method – one day with SPICE assessors Online survey - Assessment Portal Pty Ltd SMPA

and UXC ITIL-based TIPA – based on ITIL - from Henri Tudor

Research Institute (Tudor ITSM Process Assessment)

SCAMPI used with CMMI-SVC ITIL Process Maturity Framework (PMF) itSMF self-assessment questionnaires

ISO/IEC 15504 Capability Levels

Process Assessment Model

Based on ISO/IEC 15504 Process Assessment standard

Other considerations

Divergence between espoused, actual and perceived process capability

In group discussions, dominant individuals, peer-group pressure, group-think can cause inaccurate results

IT Service Manager can use assessment results to justify allocation of resources from management

After the assessment? Service Improvement Plan

The Perfect Aussie Xmas

Questions?