Continual Service Improvement - ITIL
Term/Theory |
Definition/Point |
Outlines |
Integrate with all processes |
Continual Service Improvement |
Provides guidance in evaluating/improving the quality of services by measuring, reporting, and improving service management processes/services. |
Purpose |
|
Objectives |
Review, analyze, and make recommendations on processes in each lifecycle stage & op services. |
Scope |
Address 3 areas:
|
Value to Business |
|
IT Governance |
IT must now comply with new rules and legislation. IT must continually demonstrate compliance through numerous internal and independent audits. The reasons for this gain in IT governance are many including:
IT is asked to do more with less and to create additional value while maximizing the use of existing resources. These increasing pressures coincide perfectly with the basic premise of ITIL; that IT is a service business. |
Deming cycle |
Mgmt philosophy for establishing quality, productivity, and competitive position:
|
CSI Approach |
Embrace vision by understanding business objective.
|
Key elements of measurements |
|
CSI Register | The CSI register provides a coordinated, consistent view of many improvement activities. |