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Continual Service Improvement 2 of 2: The Processes

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There are 3 processes under   Continual  Service Improvement . They are  the  Service Measurement, Service Reporting and the 7 Step Improvement Process However, there are few more aspects of CSI, which are important. viz. CSI Model and the overlapping SLM & Knowledge Management processes.   1) Service Measurement and Reporting : To coordinate the design of metrics, data collection and reporting activities from the other Points to remember:  4 main reasons to monitor and measure: To  Validate, To Direct, To Justify and To Intervene . 3 types of metrics that an organization will need to collect to support CSI activities as well other activities are Technology Metrics (Components), Service Metrics (End-To-End Service) and the Process Metrics (process KPIs etc.) Baselines are essential to be used as reference points for later comparison: Configuration baseline, Performance Baseline and Service Level Achievement Baselines are some of the e...
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Continual Service Improvement 1 of 2: What do you need to know?

Points to note: CSI is for each of phases, including itself.  The involvement of Customers in the CSI is an essential aspect along with the people on the Internal roles of the Service Provider organization. The Process Owners, Service Owner, Service Manager,  CSI Manager and Customer(s) will contribute to the CSI. There are overlapping of roles and responsibilities to ensure Improvement across the Services (ie.: integration between the processes) . Knowledge Management, Service Level Management, Service Measurement, Evaluation of RoI/VoI for CSI, Creating Balance Scorecards, SWOT Analysis etc are some of the integral activities of CSI, which would have overlapping roles with the other Phases/processes. The major focus of Service Level Management  within Continual Service Improvement is identifying potential service improvements through Analyzing data (gathered during Service Operation), Reporting, Evaluating and Improving. Service Improvement Plans or Programs (SIP)...
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Service Operation 3 of 3: The Functions

We saw abut the 5 processes under   Service Operation .  There are also 4 functions (and 2 sub-functions) under   Service Operation . They are  Service Desk,  Technical Management, IT Operations (the subfunctions are Operations Control & the Facilities Management) and Application Management. Now the Functions: Functions r efer to the people (or roles) and automated measures that execute a defined process, an activity or  combination of both. The functions within Service Operation are needed to manage the ‘steady state’ operation IT environment. The IT Functions define the different roles and responsibilities required for the overall Service Delivery and Support of IT Services. Functions can be logical entities and may not  have to be formed as equivalent  organizational structures. 1) Service Desk: Service Desk   is the Single Point of Contact between the Service Provider and the Users. Service Desk normally manages Incidents and Se...
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Service Operation 2 of 3: The Processes

There are 5 processes under   Service Operation . They are  Event Management, Incident Management,  Problem Management, Access  Management and Request Fulfilllment  Management. There are 4 functions (and 2 sub-functions) under   Service Operation . They are  Service Desk,  Technical Management, IT Operations (the subfunctions are Operations Control & the Facilities Management) and Application Management. First the Processes: 1) Event Management: An  Event  is a change of state which has significance for the management of a Configuration Item or IT Service. Event Management  provides the basis for operational monitoring and control by  detecting events, make sense of them and determine the appropriate control action. An Alert  is a warning that a threshold has been reached or that something has changed Points to remember:  Event Management process is responsible for managing Events throughout their Lifecycle. The s...
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