ITIL V3 - Service Improvement - Front Metrics · PDF fileITIL V3 - Service Improvement Page 1 of 307 ITIL Version 3 Continual Service Improvement
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ITIL V3 - Service Improvement Page 1 of 307
ITIL Version 3 Continual Service Improvement
ITIL V3 - Service Improvement Page 2 of 307
The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification:
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement.
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ITIL V3 - Service Improvement Page 3 of 307
I N D I C E Foreword ............................................................................................................... 9
OGCs foreword ........................................................................................................... 9 Chief Architects foreword ............................................................................................ 9
Preface ............................................................................................................... 11 Continual versus continuous ............................................................................................ 12 Contact information .......................................................................................................... 13
Acknowledgements ............................................................................................. 14 Chief Architect and authors ....................................................................................... 14 ITIL authoring team ................................................................................................... 14 Mentors ..................................................................................................................... 14 Further contributions ................................................................................................. 14
The ITIL Advisory Group ....................................................................................................... 15 Reviewers ............................................................................................................................. 15
1 Introduction ...................................................................................................... 16 1.1 Overview ............................................................................................................. 16 1.2 Context ................................................................................................................ 17
1.2.1 Service management ............................................................................................... 17 1.2.2 Good practice in the public domain ......................................................................... 17 1.2.3 ITIL and good practice in service management ...................................................... 19
Service Strategy ..........................................................................................................................20 Service Design ............................................................................................................................21 Service Transition .......................................................................................................................21 Service Operation .......................................................................................................................22 Continual Service Improvement ..................................................................................................22
1.3 Purpose ............................................................................................................... 23 1.3.1 Goal of this publication ............................................................................................ 23 1.3.2 Scope of this publication.......................................................................................... 23 1.3.3 Target audience ....................................................................................................... 23
1.4 Usage .................................................................................................................. 25 2 Service management as a practice .................................................................. 26
2.1 What is service management?............................................................................. 26 2.2 What are services? .............................................................................................. 28
2.2.1 The value proposition .............................................................................................. 28 2.3 Functions and processes across the lifecycle ...................................................... 29
2.3.1 Functions ................................................................................................................. 29 2.3.2 Processes ................................................................................................................ 29 2.3.3 Specialization and coordination across the lifecycle ............................................... 30
2.4 Continual Service Improvement fundamentals ..................................................... 31 2.4.1 Purpose of CSI ........................................................................................................ 31 2.4.2 CSI objectives .......................................................................................................... 31 2.4.3 CSI scope ................................................................................................................ 31 2.4.4 CSI approach ........................................................................................................... 33
Service gap model ......................................................................................................................33 2.4.5 Value to business .................................................................................................... 34
Perspectives on benefits .............................................................................................................34 Intangible benefits .......................................................................................................................35
2.4.6 Justification .............................................................................................................. 36
ITIL V3 - Service Improvement Page 4 of 307
Business drivers ..........................................................................................................................37 Technology drivers ......................................................................................................................37
2.4.7 Benefits .................................................................................................................... 38 Business/customer benefits ........................................................................................................38 Financial benefits ........................................................................................................................38 Innovation benefits ......................................................................................................................39 IT organization internal benefits ..................................................................................................39
2.4.8 Cost ......................................................................................................................... 40 Continual improvement benefits measurement ...........................................................................40
2.4.9 Interfaces to other service lifecycle practices .......................................................... 41 Service Strategy ..........................................................................................................................42 Service Design ............................................................................................................................42 Service Transition .......................................................................................................................43 Service Operation .......................................................................................................................43 CSI throughout the lifecycle ........................................................................................................43
3 Continual Service Improvement principles ....................................................... 47 3.1 CSI and organizational change ............................................................................ 47 3.2 Ownership ........................................................................................................... 47 3.3 Role definitions .................................................................................................... 48 3.4 External and internal drivers ................................................................................ 49 3.5 Service Level Management ................................................................................. 50 3.6 The Deming Cycle ............................................................................................... 51 3.7 Service measurement .......................................................................................... 52
3.7.1 Baselines ................................................................................................................. 52 3.7.2 Value to business ......................................................
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