Continual Service Improvement

7 Steps improvement process

Service Measurement

Service Reporting

Service Design
Define policies
and methods

Plan design resources

and capabilities

SKMS

Service Level
Management

SLA/
OLA

Planning

Coordinate design
activities

Maintain catalogue

SKMS

SKMS
CMIS

Capture Service
Level Requirements

SCMIS
UC

Review and update

OLA (and UC)

Supplier
Management

Requirements

Service Catalogue
Management
Define service and
service package

Improve
service design

Design Coordination

SLA

Descripti
on
Servic
Suppor
e
t
Hours

Establish contract
Performance

SLA

Duratio
n
Signatur
e

Align with service

Portfolio and CMS

SKMS

SLA

Renew/terminate
suppliers and
contracts

Service
Catalogues

10%
30%

Publish and update

Availability
Management

Business/Service/
Component capacity

Service/Component
availability
Requirements

Capacity Plan

Requirements
Plan, design and
model for
performance
Demand
Management
Application sizing
Monitor, adjust &
maintain
Report & Improve

Projected
Service
Unavailability
Performance
reports

Risk assessment
and management
Vital Business
Functions (VBF)
Plan and design for
availability
Implement
Monitor, adjust &
maintain
Report & Improve

Coordinate
individual designs

Strategy Management for IT Services

Standards
Support business
vision and mission
Architecture
Identify customers
Prioritize
investments
Identify market
space
Governance

Service
Portfolio

10%

Monitor individual
designs

Review designs and

handover SDP

Risk
Management

IT Service
Continuity
Management

SKMS
AMIS

Continuity
Plan
Availability
Plan

Service Strategy

SKMS

Maintain service
catalogues

20%

Plan individual
designs

Capacity
Management

Produce service
catalogues

Evaluation of new
suppliers

Maintain SCMIS

Technical Business

Negotiate &
establish SLA
Produce and
present service
reports

Strategies & policies

Manage design
risks and issues

ITIL 2011

Security
Policies

ITSCM and the BCM

Business Impact
Analysis (BIA)
Risk assessment
and management
Countermeasures
Requirements and
strategy
Plan recovery (DRP)
and continuity
Implement
Test and review
On going operation
and maintain
Invoke

Demand
Management

Service Operation
IT Operations Management function
Applications Management function

Customer Portfolio

Define

Customer
Agreements
Portfolio

Evaluate services

Customer
Satisfaction

Charge-back

Technical Management function

Analyse

Service Desk function

Authorise

Self serve

Charter

SKMS
Service
Requests
Events and
alerts

Event Management
Design for event
management
Configure system
Notification/
Detection/Log

Modeling

Access Management
Log request
Receive request
Automate workflow
Fulfillment

Log and track access

1
Request
Models

Remove-restrict
access rights
Maintain groups and
roles

Identifiy and log

Detect and log

Categorize &
prioritize

Categorise and
prioritize

Initial support

Investigate and
diagnose

Diagnose

Workaround

SKMS

Raise known error

Incident
records

Resolve

Close
Follow up &
communicate

Known error
records

Resolve and recover

Problem
records

Respond and close

Revise and tuning

SKMS
Roles and
groups

Organizational Change

Deming Cycle

Patch
Management
Problem
Management

Provide access rights

Closure

Return On
Investment

Incident
Management

Request verification

Filter/correlation/
significance
Alert and response

Request
Models

Request fulfillment

User satisfaction
survey

Ownership

Close
Major problem
review

Definitive
Media
Library

Mon
27

Tue
28

Change Schedule

Release and
Deployment
Management

3
Release
packages

Service Knowledge
Management
Knowledge
management strategy

Service review and

improvement planning

Authorize deployment

Status report
Verification and
audit

Spares

Inventory and
licence management

Transition Planning and Support

Prepare

Setup Transition
Strategy
Lifecycle
stages

Pilot and tests

Prepare
transition

Deployment
planning
Execute
deployment,
transfer, retire

Service Validation
and Testing

Early life support

Service and quality

assurance

Release review

CMDBs

Emergency change

Test policies
Test strategy

Manage data,
information,
knowledge

Test levels and

models

Using SKMS

Process review and

compliance

Maintain and control

Post Implementation
Review

Build and test cycles

Deployment
Plans

CMS

Plan and coordinate

build and test

Measure and report

Plan
Validation and
Tests Plans

SKMS
Plan and Identify

Coordinate
deployment

Work
order

Knowledge transfer

Service
Improvement
proposals

Log, review and

categorize
Assess and authorize
build and test

Financial Plan

Organization and
RACI Charts

Service
Design
Package
(SDP)

Asset and
Configuration
Management

CAB

Service Cost
Structure

Discovery
tools

Change
Management

Funding

Service
Requirements

SKMS
ISMS

Business activities
and patterns

IT Financial
Management

Service portfolio
Management

Risk assessment and

management
Countermeasures
Define & enforce
information security
policies
Requirements & plans
Document &
implement security
controls
Monitor & manage
security breach/
incidents/problems
Improvement of
security controls

Service Transition

30%

Business
relationship
Management

Information Security
management

Test approach and

technique

CSI Register

Transition
policies

release
policies

Plan and coordinate

Transition

And asset

Support
transition

Change Evaluation
Evaluation plan
Expected and
unexpected effects of
change
Evaluation of expected
performance
Evaluation of real
performance
Risk management
Test plan and results

CSI Framework and

Quality System

Version
2011/11/07

IT Governance