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 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 09/07/2011 09:46 Published by TSO (The Stationery Office) and available from: Online www.tsoshop.co.uk Mail, Telephone, Fax & E-mail TSO PO Box 29, Norwich, NR3 1GN Telephone orders/General enquiries: 0870 600 5522 Fax orders: 0870 600 5533 E-mail: customer.services@tso.co.uk Textphone 0870 240 3701 TSO@Blackwell and other Accredited Agents Customers can also order publications from: TSO Ireland 16 Arthur Street, Belfast BT1 4GD Tel 028 9023 8451 Fax 028 9023 5401 © Crown Copyright 2011 This is a Crown copyright value added product, reuse of which requires a Licence from the Cabinet Office Applications to reuse, reproduce or republish material in this publication should be sent to The Efficiency & Reform Group Service Desk, Cabinet Office, Rosebery Court, St Andrews Business Park, Norwich, Norfolk NR7 0HS Tel No: (+44) (0)845 000 4999, E-mail: servicedesk@cabinet-office.gsi.gov.uk or complete the application form on the Cabinet Office website, Licensing section Copyright in the typographical arrangement and design is vested in The Stationery Office Limited Applications for reproduction should be made in writing to The Stationery Office Limited, St Crispins, Duke Street, Norwich, NR3 1PD The Swirl logo™ is a trade mark of the Cabinet Office ITIL® is a registered trade mark of the Cabinet Office PRINCE2® is a registered trade mark of the Cabinet Office M_o_R® is a registered trade mark of the Cabinet Office P3O® is a registered trade mark of the Cabinet Office MSP® is a registered trade mark of the Cabinet Office MoV™ is a trade mark of the Cabinet Office MoP™ is a trade mark of the Cabinet Office The OGC Official Product endorsement logo™ is a trade mark of the Cabinet Office OGC (former owner of Best Management Practice) and its functions have moved into the Cabinet Office part of HM Government – www.cabinetoffice.gov.uk 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 CSI_Prelims.indd c70 07/11 09/07/2011 09:46 Contents List of figures v List of tables vii Foreword viii Preface ix Acknowledgements x Introduction 1.1 Overview 1.2 Context CSI_Prelims.indd 1.3 ITIL in relation to other publications in the Best Management Practice portfolio 1.4 Why is ITIL so successful? 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 3.11 Frameworks, models, standards and quality systems 42 3.12 CSI inputs and outputs 44 Continual service improvement processes 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 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 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