ITIL V3 Foundation:継続的サービス改善(Continual Service Improvement:CSI)

1. Lifecycle Phase(Continual Service Improvement)

Goal

The main goal of CSI is the continual improvement of the effectiveness and efficiency of IT services, allowing them to better meet business requirements.

Plan-Do-Check-Act Cycle (PDCA)
  • Plan - What needs to happen, who will do what and how?
  • Do - Execute the planned activities.
  • Check - Check whether the activities yield the desired result.
  • Act - Adjust the plan in accordance to the checks.
Organization
  • Service manager
  • CSI manager
  • Service owner
  • Process owner
  • Other roles
    • Service knowledge manager
    • Reporting analyst
    • Communication responsibility
Methods, techniques and tools
  • Implementation review
  • Assessment
  • Benchmark
  • Gap analysis
  • Balanced Scorecard
  • SWOT-analysis
  • Rummler-Brache swim-lane diagram

2. Functions and Processes

2.1 CSI Improvement Process

The CSI improvement process or 7-step improvement process describes how to measure and report on service improvement. This process is closely aligned to the PDCA Cycle and the CSI model, which should result in a Service Improvement Plan (SIP).

Activities

CSI measures and processes measurements in a continual improvement process in seven steps:

  • What should you measure?
  • What can you measure?
  • Gather data (measure)
  • Process data
  • Analyze data
  • Present and use information
  • Implement corrective action
2.2 Service Reporting

The service reporting process reports on the results achieved and the developments in service levels. The aim is to convincingly support with facts any added value IT will have for the business. It should agree with the business on the layout, contents and frequency of the reports.

Activities
  • Gather data
  • Process and apply data
  • Publish the information
  • Tune the reporting to the business
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