Introduction and Overview: Goals and scope of CSI

•  Embedding CSI into organizational processes

•  Explaining how CSI creates business value

•  Illustrating the interfaces to other ITIL lifecycle stages

Purpose of Service Measurement

•  Validating previous decisions

•  Directing activities in order to meet set targets

•  Justifying that a course of action is required

•  Intervening at the appropriate point to take corrective action

Principles of Continual Service Improvement: Defining ownership and roles

•  Manager, service owner, service level manager

•  Service level management and measurement

Predicting and reporting service performance vs. targets

•  Using customer satisfaction surveys

•  Conducting maturity assessments

•  Verifying employee and process compliance

•  Employing frameworks and standards

The 7-Step Improvement Process: Determining what to measure

•  Defining what you should measure: measurements that fully support the goals of the organization

•  Defining what you can measure

•  Conducting gap analysis to identify what is or can be measured today and what is ideally required

Gathering the data with monitoring tools and manual processes

•  Processing the data to provide end-to-end perspective on service and/or process performance

•  Analyzing the data: targets met, developing trends, corrective actions required, cost to fix

•  Presenting and using the information

•  Implementing corrective actions

Supporting Processes

•  Implementing service reporting and policies

•  Service measurement: using and interpreting metrics

•  Creating a return on investment

•  Establishing a business case

•  Measuring benefits to the business

Methods and Techniques: Activities for delivering Continual Service Improvement

•  Benchmarking

•  Establishing a Balanced Scorecard to drive CSI

•  Initiating a SWOT analysis

•  Employing the Deming Cycle

Key metrics

•  Technology metrics

•  Process metrics (CSFs and KPIs)

•  Service metrics

Organization and Technology Issues

•  Defining roles and responsibilities

•  Choosing organizational structures that support CSI

•  Specifying tool requirements for implementation success

Implementing Continual Service Improvement: Key considerations

•  Analyzing where to start

•  Relating the role of governance

•  Determining the effect of organizational change

•  Constructing a communications strategy and plan

Implementation challenges and risks

•  Establishing critical success factors and KPIs

•  Developing risk-benefit analyses for adoption of Continual Service Improvement