itil_continual_service_improvement_4359
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Over time business requirements will change, so even with
successful service operations in place, there is still a need
to re-align service provision with these changing business
needs. What was good enough last year is unlikely to meet
requirements next year; therefore improvement opportunities
need to be constantly assessed and implemented. This
continual cycle of service improvement will help protect against
losing competitive edge and will ensure that the best possible
outcomes are being achieved.
ITIL® Continual Service Improvement
ITIL Continual Service Improvement focuses on the elements
involved in identifying and introducing a cycle of service
management improvements. It provides structure for the
approach to assessing and measuring services, and helps you
to avoid temporary fixes in favour of a continual improvement
in quality that truly benefits the business customer.
ITIL® Continual Service Improvement
2011 edition
BES
www.best-management-practice.com
NT PRAC
ME
9 780113 313082
ANAGE
TM
T
UC
ISBN 978-0-11-331308-2
E PROD
TIC
7188 ITIL CSI AN Cover V1_3.indd 1-3
11/07/2011 11:54
ITIL® Continual Service Improvement
London: TSO
CSI_Prelims.indd 1
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Published by TSO (The Stationery Office) and available from:
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© Crown Copyright 2011
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Duke Street, Norwich, NR3 1PD.
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OGC (former owner of Best Management Practice) and its functions have moved into the Cabinet Office
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First edition Crown Copyright 2007
Second edition Crown Copyright 2011
First published 2011
ISBN 9780113313082
Printed in the United Kingdom for The Stationery Office
Material is FSC certified and produced using ECF pulp.
Sourced from fully sustainable forests.
P002425506
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Contents
List of figures
v
List of tables
vii
Foreword
viii
Preface
ix
Acknowledgements
x
1
Introduction
1
1.1 Overview
3
1.2 Context
6
2
3
CSI_Prelims.indd 3
1.3 ITIL in relation to other publications
in the Best Management Practice
portfolio
8
1.4 Why is ITIL so successful?
8
1.5 Chapter summary
10
Service management as a practice
11
2.1 Services and service management
13
2.2 Basic concepts
20
2.3 Governance and management
systems
25
2.4 The service lifecycle
27
3.11Frameworks, models, standards
and quality systems
42
3.12 CSI inputs and outputs
44
4 Continual service improvement
processes
5
6
45
4.1 The seven-step improvement
process
47
Continual service improvement
methods and techniques
71
5.1 Methods and techniques
73
5.2 Assessments
74
5.3 Benchmarking
79
5.4 Service measurement
85
5.5 Metrics
91
5.6 Return on investment
106
5.7 Service reporting
111
5.8 CSI and other service
management processes
112
5.9 Summary
125
Organizing for continual service
improvement
127
6.1 Organizational development
129
6.2 Functions
129
6.3 Roles
129
6.4 Customer engagement
138
6.5 Responsibility model – RACI
138
6.6 Competence and training
139
Technology considerations
143
Continual service improvement
principles
33
3.1 Continual service improvement
approach
35
3.2 CSI and organizational change
36
3.3 Ownership
36
3.4 CSI register
36
3.5 External and internal drivers
37
3.6 Service level management
37
7.1 Tools to support CSI activities
145
3.7 Knowledge management
38
7.2 Summary
152
3.8 The Deming Cycle
38
3.9 Service measurement
38
3.10 IT governance
42
7
09/07/2011 09:46
Over time business requirements will change, so even with
successful service operations in place, there is still a need
to re-align service provision with these changing business
needs. What was good enough last year is unlikely to meet
requirements next year; therefore improvement opportunities
need to be constantly assessed and implemented. This
continual cycle of service improvement will help protect against
losing competitive edge and will ensure that the best possible
outcomes are being achieved.
ITIL® Continual Service Improvement
ITIL Continual Service Improvement focuses on the elements
involved in identifying and introducing a cycle of service
management improvements. It provides structure for the
approach to assessing and measuring services, and helps you
to avoid temporary fixes in favour of a continual improvement
in quality that truly benefits the business customer.
ITIL® Continual Service Improvement
2011 edition
BES
www.best-management-practice.com
NT PRAC
ME
9 780113 313082
ANAGE
TM
T
UC
ISBN 978-0-11-331308-2
E PROD
TIC
7188 ITIL CSI AN Cover V1_3.indd 1-3
11/07/2011 11:54
