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Continual Service Improvement
an Practical Approach
William Bello
@heset.hr
Contents
1. ‘Improve ability’
2. Fitting the purpose
3. Learn from the theatre stage
4. In practice
Do you remember the core Do you remember the core publications?publications?
About the Speaker
Back to ...
Basic Process
• Trigger
• Desired outcome
• Service control and quality
Or,Or,Go one step by Go one step by another.another.It is about It is about matturity!matturity!
Ownership principle: RACI
• Service improvement
must focus on
increasing the
efficiency, maximizing
the effectiveness and
optimizing the cost of
services and the
underlying ITSM
processes.
• Improving service
management is to
embark upon an
organizational change
programe.
Quote, ITIL V3 Core publication: Continual Service Improvement, Quote, ITIL V3 Core publication: Continual Service Improvement, pg.27pg.27
Recognize peopleRecognize people
Fine tuning
• Customer business Goal
• Business Process
• People (clients)
• Organization
unlocking the power of IT services
Demand Management
Request Fulfillment
The Service Requests will contain information about:
• What service is being requested
• Who requested and authorized the service
• Which process will be used to fulfill the request
• To whom it was assigned to and what action was taken
• The date and time when the request was logged as well as the date and time of all actions taken
• Closure details.
Strategy defines the rulesStrategy defines the rules Operation enforces the rulesOperation enforces the rules
Quote, ITIL V3 Core publicationQuote, ITIL V3 Core publication
But first: Service Catalogue
The Business Service Catalogue:
containing details of all the IT services delivered to the customer, together with relationships to the business units and the business process that rely on the IT services. This is the customer view of the Service Catalogue.
The Technical Service Catalogue:
containing details of all the IT services delivered to the customer, together with relationships to the supporting services, shared services, components and CIs necessary to support the provision of the service to the business. This should underpin the Business Service Catalogue and not form part of the customer view.
• Core services
• Enabling services
• Enhancing Services
Quote, ITIL V3 Core publicationQuote, ITIL V3 Core publication
Service Strategy
37
0M
$
Market space?
Service Design
• Service design is
influenced by outsourcing
and cloud, technology is
diminishing
• It is important to design
upfront SLA/OLA, quality
metrics, Service Catalogue
entries and how it will be
monitored and reported
Service Transition
• Client request categories:
– strategic
– tactical
– operational
– functional
• V-model provide measurement points:
– Document exist Yes/No
– User acceptance Passed/Failed
– Etc.
Service Operation
• The place where the
request is registered
• Most common issue is
that outsourcing
partner does not
provide continuus
process management
and is not part of the
process
Continual Service Improvement
• CSI is part of all the stages and ITSM processes and services – ‘per se’
• It is important to consider CSI processes subject to improve as well
• RACI should provide QA (responsibility) visibility
Conclusion
1. Revoke what has been shifted from origins– Read the core publications
2. Establish Demand Management
3. Start Service Catalogue development
4. Very likely – Incident Management is already in place
5. Establish Request Fullfilment
6. Manage and monitor requests
7. Report on the results
8. Decide on actions