ITIL Continual Service Improvement

ITIL Continual Service Improvement, revision notes, summary, overview. ITIL exam prep.

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ITIL Continual Service Improvement by Mind Map: ITIL Continual Service Improvement

1. continually improve to meet needs of business

1.1. improvement

1.2. prioritise schedule

1.3. scope

1.3.1. throughout entire lifecycle

1.3.2. including CSI phase

1.4. value

1.4.1. delivering services providing the value to the business that the bus requires

1.5. automation

1.5.1. statistical tools

1.5.2. financial mgt

1.5.3. project mgt tools

1.5.4. network mgt

2. measurement

2.1. why

2.1.1. cannot mge what can't control

2.1.2. you cant control what you can't measure

2.1.3. cannot measure what you cannot define

2.2. KPI

2.2.1. always associated with CSF

2.2.1.1. critical success factor

2.2.1.2. CSF manage avail & reliability

2.2.1.2.1. KPI % reduction in unavailability

2.2.1.2.2. KPI % improvement in MTBF

2.2.1.3. no more than 3 - 5 CSF for each process

2.2.1.3.1. 3 - 5 KPIs for each CSF

2.3. assess service

2.3.1. technical metrics

2.3.2. process metric

2.3.3. service metrics

2.4. baselines

2.4.1. comparison data

3. CSI REGISTER

3.1. opportunity row

3.2. columns

3.2.1. when raised

3.2.2. size

3.2.3. duration

3.2.4. benefit

3.2.5. KPIs

3.2.6. cost

3.2.7. scheduled

3.2.8. priority

3.3. purpose is to capture opportunities for improvement

4. approach

4.1. 6 steps

4.1.1. What is the vision?

4.1.1.1. vision

4.1.1.2. mission

4.1.1.3. goals

4.1.2. where are we now?

4.1.2.1. baseline

4.1.3. where do we want to be?

4.1.3.1. measurable targets

4.1.4. how do we get there?

4.1.4.1. service & process improvement

4.1.5. did we get there?

4.1.5.1. measurements & metrics

4.2. Deming Cycle

4.2.1. Plan

4.2.1.1. project plan

4.2.2. Do

4.2.2.1. Project

4.2.3. Check

4.2.3.1. Audit

4.2.4. Act

4.2.4.1. New actions

5. process

5.1. 7 steps

5.1.1. Identify strat for improv

5.1.2. Define measurement

5.1.3. gather data

5.1.4. process data

5.1.5. analyse the info & data

5.1.6. present and use info

5.1.7. implement improvement

6. objectives

6.1. identify opport for improving services

6.2. low the cost of providing a service

6.3. identify what needs to be measured

6.4. align & re-align services with outcome requirements

7. SCOPE

7.1. entire lifecycle

7.2. alignment of current and future business needs

7.3. alignment of maturity models