Ebk It Infrastructure Library Overview Service Improvement

Quick Start—An Overview of ITIL Continual Service Improvement

Start

Warning: This will increase your brain activity Learning ITIL® is not easy. First, there’s confusion. “What the blank is ITIL?” Then comes denial. “Why, ITIL, why?” Next acceptance…and the “I can’t stay awake past one page” phase where your brain shuts off and you fall into an ITIL-induced coma. This shouldn’t happen. Sure, ITIL can be a bit dry. But this eBook will help you through it. We’ll even throw in a few puns and corny jokes to make sure you’re awake.

So grab a water bottle. Stay hydrated. And turn your brain on to learn ITIL.

First things first, what is ITIL? The only thing standing between you and learning all about the ITIL (AKA IT Infrastructure Library) is learning to speak the language. The phraseology. The fuzzwords. Let’s start with a basic definition and then break it down into five stages. That’s right, five stages you can count on one hand, so you’ll implement ITIL in no time.

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How does ITIL work? Five Stages at a Glance

Service Strategy

Define needs, assets, and strategy

You are here.

Service Design

Design services and the supporting elements

Continual Service Improvement

Collect data on performance Compare to strategy standards Change for improvement

Service Operation

Deploy said services. Includes maintenance, error resolution, and making sure the end-user is happy

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Service Transition

Develop services, the supporting elements, and the methods of implementation

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Stage 5: Continual Service Improvement Short and sweet, this stage is arguably one of the most important stages of the ITIL lifecycle. It’s where you take stock of what you’ve implemented and figure out how to make it better. Chances are you can’t knock it out of the park on the first try, but it’s important that you get started, put a good service delivery process in place, and just keep making it better.

If continual self-improvement is a motto for life (or just for building the perfect plate of nachos), continual service improvement is a motto for ITIL.

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ITIL 2011 Glossary Definition Continual Service Improvement is responsible for managing improvements to IT Service Management processes and IT services. The performance of the IT service provider is continually measured and improvements are made to processes, IT services, and IT infrastructure in order to increase efficiency, effectiveness, and cost effectiveness

Translation: Okay, okay. The ITIL Glossary may have stated that one clearly enough. This stage is all about measuring success against the original goals and then taking steps to do it even better, while reducing costs and risks to the Service Provider. Nothing is safe from scrutiny in this stage, not the teams, processes, or the hardware. Although you’re reviewing this stage last, in reality this is an ongoing stage—hence the “continual” part.

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Service Improvement Models It should be noted that this stage does not consist of a series of processes, but rather assessment and improvement models. (Woohoo! A break from processes!) Below are the three main models used during this stage of the lifecycle. For the ITIL Foundations exam, you will need to memorize the steps of each model.

Model One: Continual Service Improvement

What is the vision?

How do we maintain momentum?

Where are we now?

Did we get there?

Where do we want to be?

Continual Service Improvement Model is a series of questions that are meant to guide you in the development of an improvement program, as well as give you an opportunity to learn from past successes and failures.

How do we get there?

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Model Two: Deming Cycle Deming Cycle is a 4-step model based on the philosophies of W. Edwards Deming, which focus on higher quality and productivity. This cycle is meant to repeat, each time getting nearer to the goal.

STEP 1

Plan

STEP 4

Act

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STEP 2

Do

STEP 3

Check

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Model Three: 7-Step Improvement Process

Step 7 Investigate and diagnose

The 7-Step Improvement Process is a model that focuses on gathering, measuring, and analyzing data as a means to improving service performance.

Step 6 Plan & implement changes

Step 5 Analyze the data

Step 4 Process the data

Step 3 Gather the data

Step 2 Decide what can be measured

Step 1 Decide what should be measured

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Congrats! You’ve completed Quick Start—An Overview of ITIL Do you feel invigorated? Inspired? Now take the time for a little studying and show that ITIL exam who’s boss! Your company and its customers will thank you for it.

eBook 1

Service Strategy

eBook 2

Service Design

eBook 3

Service Transition

eBook 4

Service Operation

eBook 5

Continual Service Improvement

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ITIL at a Glance—A Quick Review For those of you who are short on time, here you'll find all of the concepts covered in this eBook series (as well as some additional ITIL facts) in a simple chart. Use this cheat sheet for reviewing the main concepts.

The 50,000 ft. view of ITIL. You are here.

Service Strategy Strategy Generation Service Portfolio Mgt. Risk Mgt. Demand Mgt. Financial Mgt.

Service Design Service Catalogue Mgt. Service Level Mgt. Supplier Mgt. Availability Mgt. Capacity Mgt. Information Security Mgt. IT Service Content Mgt.

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Service Transition Release and Deployment Mgt. Change Mgt. Transition Planning and Support Service Knowledge Mgt. Evaluation Mgt. Service Asset and Configuration Mgt. Service Validation and Testing Mgt.

Service Operation Request fulfillment Incident Mgt. Access Mgt. Problem Mgt. Event Mgt.

Continual Service Improvement Service Measurement Service Reporting

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