Table Of Content

ITIL Version 3 Service Improvement ITIL V3 – Service Improvement - Página: 1 de 308 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. ITIL V3 – Service Improvement - Página: 2 de 308 I N D I C E Foreword...............................................................................................................9 OGC’s foreword............................................................................................................9 Chief Architect’s 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 - Página: 3 de 308 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....................................................................................................52 3.7.3 The 7-Step Improvement Process...........................................................................53 3.8 Knowledge Management......................................................................................58 3.9 Benchmarks..........................................................................................................59 3.9.1 Benchmarking as a lever.........................................................................................59 3.9.2 Benchmarking as a steering instrument..................................................................59 3.9.3 Benchmarking categories........................................................................................60 3.9.4 Benefits....................................................................................................................60 3.10 Governance.........................................................................................................61 3.10.1 Enterprise governance..........................................................................................61 3.10.2 Corporate governance...........................................................................................61 3.10.3 IT governance........................................................................................................62 3.11 Frameworks, models, standards and quality systems ........................................63 3.11.1 Frameworks...........................................................................................................63 3.11.2 Models...................................................................................................................64 3.11.3 Standards..............................................................................................................64 3.11.4 Quality systems.....................................................................................................65 Which one of these should I choose?..............................................................................66 4 Continual Service Improvement processes......................................................68 4.1 The 7-Step Improvement Process........................................................................68 Step One – Define what you should measure.............................................................................69 Step Two – Define what you can measure.................................................................................70 Step Three – Gathering the data.................................................................................................71 Step Four – Processing the data.................................................................................................76 Step Five – Analysing the data...................................................................................................79 Step Six – Presenting and using the information........................................................................83 Step Seven – Implementing corrective action.............................................................................86 4.1.1 Integration with the rest of the lifecycle stages and service management processes ..........................................................................................................................................90 Monitoring and data collection throughout the service lifecycle..................................................90 Role of other processes in monitoring and data collection..........................................................91 Role of other processes in measuring the data...........................................................................93 Analysing the data throughout the service lifecycle....................................................................94 ITIL V3 – Service Improvement - Página: 4 de 308 Role of other processes in analysing the data............................................................................94 Presenting and using the information throughout the service lifecycle........................................96 Role of other processes in presenting and using the information...............................................96 Role of other processes in implementing corrective action.........................................................97 4.1.2 Metrics and measurement.......................................................................................98 How many CSFs and KPIs?.......................................................................................................99 Tension metrics.........................................................................................................................101 Goals and metrics.....................................................................................................................102 Using organizational metrics.....................................................................................................104 4.2 Service reporting.................................................................................................105 4.2.1 Reporting policy and rules.....................................................................................105 Right content for the right audience..........................................................................................106 4.3 Service measurement.........................................................................................107 4.3.1 Objective................................................................................................................107 4.3.2 Developing a Service Measurement Framework..................................................108 Critical elements of a Service Measurement Framework..........................................................109 4.3.3 Different levels of measurement and reporting.....................................................110 Service scorecard.....................................................................................................................112 Service dashboard....................................................................................................................112 4.3.4 Defining what to measure......................................................................................113 Service levels............................................................................................................................114 Customer satisfaction...............................................................................................................114 Business impact........................................................................................................................115 Supplier performance................................................................................................................115 4.3.5 Setting targets.......................................................................................................115 4.3.6 Service management process measurement........................................................116 4.3.7 Creating a measurement framework grid..............................................................119 4.3.8 Interpreting and using metrics...............................................................................119 4.3.9 Interpreting metrics................................................................................................120 4.3.10 Using measurement and metrics...................................................................................122 4.3.11 Creating scorecards and reports....................................................................................124 Creating scorecards that align to strategies...........................................................................................124 Creating reports......................................................................................................................................125 4.3.12 CSI policies..........................................................................................................130 4.4 Return on Investment for CSI..............................................................................132 4.4.1 Creating a Return on Investment..........................................................................132 4.4.2 Establishing the Business Case............................................................................135 Expectations – What’s in it for me?...........................................................................................137 Business cases in a data-poor environment.............................................................................138 4.4.3 Measuring benefits achieved.................................................................................139 4.5 Business questions for CSI.................................................................................141 Where are we now?........................................................................................................142 What do we want?..........................................................................................................142 What do we need?..........................................................................................................143 What can we afford?.......................................................................................................144 What will we get?............................................................................................................145 What did we get?............................................................................................................145 4.6 Service Level Management.................................................................................146 4.6.1 Goal for SLM.........................................................................................................147 4.6.2 Service improvement plan.....................................................................................147 5 Continual Service Improvement methods and techniques.............................149 5.1 Methods and techniques.....................................................................................149 5.1.1 Effort and cost.......................................................................................................149 5.1.2 Implementation review and evaluation..................................................................150 5.2 Assessments.......................................................................................................152 When to assess........................................................................................................................153 What to assess and how...........................................................................................................153 Advantages and disadvantages of assessments......................................................................154 ITIL V3 – Service Improvement - Página: 5 de 308 Value of processes vs. maturity of processes...........................................................................157 5.2.1 Gap analysis..........................................................................................................158 5.3 Benchmarking.....................................................................................................161 5.3.1 Benchmarking procedure......................................................................................162 5.3.2 Benchmarking costs..............................................................................................162 5.3.3 Value of benchmarking..........................................................................................162 5.3.4 Benefits..................................................................................................................163 5.3.5 Who is involved?...................................................................................................163 5.3.6 What to benchmark?.............................................................................................164 5.3.7 Comparison with industry norms...........................................................................166 Process maturity comparison....................................................................................................167 Total cost of ownership.............................................................................................................168 5.3.8 Benchmark approach............................................................................................168 5.4 Measuring and reporting frameworks..................................................................171 5.4.1 Balanced Scorecard..............................................................................................171 Cascading the Balanced Scorecard..........................................................................................172 The Balanced Scorecard and measurement-based management............................................175 5.4.2 SWOT analysis......................................................................................................175 Purpose....................................................................................................................................176 How to use................................................................................................................................176 Scope/reach and range.............................................................................................................176 Common pitfalls of a SWOT analysis........................................................................................178 5.5 The Deming Cycle...............................................................................................179 5.5.1 Deming Cycle used for improving services and service management processes 180 5.6 CSI and other service management processes..................................................182 5.6.1 Availability Management........................................................................................182 Component Failure Impact Analysis.........................................................................................182 Fault Tree Analysis...................................................................................................................183 Service Failure Analysis............................................................................................................183 Technical Observation..............................................................................................................183 Expanded incident lifecycle.......................................................................................................184 5.6.2 Capacity Management...........................................................................................186 Business Capacity Management...............................................................................................186 Service Capacity Management.................................................................................................187 Component Capacity Management...........................................................................................187 Workload Management and Demand Management..................................................................190 Iterative activities of Capacity Management..............................................................................191 5.6.3 IT Service Continuity Management.......................................................................194 Business Continuity Management, ITSCM and CSI..................................................................194 Risk Management.....................................................................................................................195 Business perspective on Risk Management.............................................................................196 5.6.4 Problem Management...........................................................................................198 5.6.5 Change, Release and Deployment Management.................................................198 Post-Implementation Review....................................................................................................199 5.6.6 Knowledge Management.......................................................................................199 Knowledge Management concepts...........................................................................................200 5.7 Summary.............................................................................................................202 6 Organizing for Continual Service Improvement .............................................203 6.1 Roles and responsibilities that support CSI........................................................203 6.1.1 CSI activities and skills required............................................................................203 Define what you should measure..............................................................................................203 Define what you can measure...................................................................................................204 Gathering the data....................................................................................................................204 Processing the data..................................................................................................................205 Analysing the data....................................................................................................................205 Presenting and using the information........................................................................................206 Implementing corrective action.................................................................................................206 6.1.2 Service Manager...................................................................................................207 ITIL V3 – Service Improvement - Página: 6 de 308 Key responsibilities...................................................................................................................207 Key skills and competencies.....................................................................................................208 6.1.3 CSI Manager.........................................................................................................208 Key responsibilities...................................................................................................................209 6.1.4 Service Owner.......................................................................................................209 Key responsibilities...................................................................................................................209 6.1.5 Process Owner......................................................................................................212 6.1.6 Service Knowledge Management..........................................................................213 6.1.7 Reporting analyst...................................................................................................213 Key responsibilities...................................................................................................................214 Key skills and competencies.....................................................................................................214 6.2 The authority matrix............................................................................................215 6.2.1 Process flows and RACI........................................................................................216 6.3 Summary.............................................................................................................221 7 Technology considerations............................................................................222 7.1 Tools to support CSI activities.............................................................................223 7.1.1 IT service management suites..............................................................................223 7.1.2 Systems and network management......................................................................226 7.1.3 Event management...............................................................................................226 7.1.4 Automated incident/problem resolution.................................................................226 7.1.5 Knowledge Management.......................................................................................227 7.1.6 Service Request and fulfilment (Service Catalogue and workflow)......................227 7.1.7 Performance management....................................................................................227 7.1.8 Application and service performance monitoring..................................................228 7.1.9 Statistical analysis tools.........................................................................................229 7.1.10 Software version control/software Configuration Management...........................229 7.1.11 Software test management.................................................................................229 7.1.12 Security Management..........................................................................................229 7.1.13 Project and portfolio management......................................................................229 7.1.14 Financial Management........................................................................................230 7.1.15 Business intelligence/reporting............................................................................231 7.2 Summary.............................................................................................................232 8 Implementing Continual Service Improvement.........................................233 8.1 Critical considerations for implementing CSI......................................................234 8.2 Where do I start?.................................................................................................234 8.2.1 Where do I start – service approach.....................................................................234 8.2.2 Where do I start – lifecycle approach....................................................................235 8.2.3 Where do I start – functional group approach.......................................................235 8.3 Governance.........................................................................................................236 8.3.1 ITSM programme initiative.....................................................................................236 8.3.2 Business drivers....................................................................................................236 8.3.3 Process changes...................................................................................................237 8.4 CSI and organizational change...........................................................................237 8.4.1 Creating a sense of urgency.................................................................................238 8.4.2 Forming a guiding coalition...................................................................................239 8.4.3 Creating a vision....................................................................................................239 8.4.4 Communicating the vision.....................................................................................240 8.4.5 Empowering others to act on the vision................................................................240 8.4.6 Planning for and creating short-term wins.............................................................241 8.4.7 Consolidating improvements and producing more change...................................241 8.4.8 Institutionalizing the change..................................................................................242 8.4.9 Organization culture..............................................................................................242 Key concept..............................................................................................................................243 8.5 Communication strategy and plan.......................................................................245 8.5.1 Defining a communication plan.............................................................................246 ITIL V3 – Service Improvement - Página: 7 de 308 Communication transformation.................................................................................................247 8.6 Summary.............................................................................................................249 9 Challenges, critical success factors and risks................................................250 9.1 Challenges..........................................................................................................250 9.2 Critical success factors.......................................................................................250 9.3 Risks...................................................................................................................251 9.4 Summary.............................................................................................................252 Afterword ..........................................................................................................253 Appendix A: Complementary guidance.............................................................254 A1 Innovation, correction and improvement..............................................................254 A2 Best practices that support CSI...........................................................................255 ISO/IEC 20000...............................................................................................................255 Service Level Management............................................................................................255 Service reporting............................................................................................................256 Business Relationship Management..............................................................................256 COBIT®..........................................................................................................................256 COBIT defines processes to support CSI......................................................................257 Six Sigma........................................................................................................................257 CMMI..............................................................................................................................258 CMMI Benefits................................................................................................................258 Project management......................................................................................................259 Gantt chart......................................................................................................................259 Rummler-Brache Swim Lane..........................................................................................260 Value Stream Mapping...................................................................................................261 Total Quality Management.............................................................................................261 Deming Cycle.................................................................................................................262 Juran...............................................................................................................................262 Crosby............................................................................................................................263 Management governance framework.............................................................................264 Further information............................................................................................266 References................................................................................................................266 Six Sigma – www.ge.com/sixsigma..........................................................................267 LEAN.........................................................................................................................267 M_o_R Management of Risk.....................................................................................268 Project management.................................................................................................268 Glossary............................................................................................................270 Acronyms list.............................................................................................................270 Definitions list............................................................................................................274 ITIL V3 – Service Improvement - Página: 8 de 308 Foreword OGC’s foreword Since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world. However, along with this success comes the responsibility to ensure that the guidance keeps pace with a changing global business environment. Service management requirements are inevitably shaped by the development of technology, revised business models and increasing customer expectations. Our latest version of ITIL has been created in response to these developments. This publication is one of the five core publications describing the IT service management practices that make up ITIL. They are the result of a two-year project to review and update the guidance. The number of service management professionals around the world who have helped to develop the content of these publications is impressive. Their experience and knowledge have contributed to the content to bring you a consistent set of high-quality guidance. This is supported by the ongoing development of a comprehensive qualifications scheme, along with accredited training and consultancy. Whether you are part of a global company, a government department or a small business, ITIL gives you access to world-class service management expertise. Essentially, it puts IT services where they belong – at the heart of successful business operations. Peter Fanning Acting Chief Executive Office of Government Commerce Chief Architect’s foreword ITIL service management practices are based on a solid framework of concepts, processes, functions and activities that exert positive outcomes on business value. One of the constant features of these practices is the objective to improve in maturity and therefore service excellence in every possible way. ITIL V3 – Service Improvement - Página: 9 de 308 No matter what we do in our daily lives, we are constantly assessing how we can improve the quality and meaningfulness in all we achieve. We look to experiences of our peers to learn and measure how we perform in that context. Continual Service Improvement surrounds the ITIL service lifecycle by exerting influence in every aspect of service management to improve our performance, capability and business value as service providers. The most important aspect of understanding how to improve is in knowing what to measure and how those measures can be assessed, analysed and used as a basis for improvements. This publication forms part of an overall lifecycle of service management practices and guides the reader in understanding service measurement, how to assess the overall service management health and maturity, and then what to do to make it better. The guidance in Continual Service Improvement is based around the view of improvement from the business perspective of service quality. As service providers, what we think of our service quality is important, but what our business customers think is paramount to our survival. Service providers who are serious about paying more than lip service to service improvement need to own and use the practices in this publication. Sharon Taylor Chief Architect, ITIL Service Management Practices ITIL V3 – Service Improvement - Página: 10 de 308

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ITIL Version 3 Service Improvement ITIL V3 – Service Improvement - Página: 1 de 308 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. ITIL V3 – Service Improvement - Página: 2 de 308 I N D I C E Foreword...............................................................................................................9 OGC’s foreword............................................................................................................9 Chief Architect’s 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 - Página: 3 de 308 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....................................................................................................52 3.7.3 The 7-Step Improvement Process...........................................................................53 3.8 Knowledge Management......................................................................................58 3.9 Benchmarks..........................................................................................................59 3.9.1 Benchmarking as a lever.........................................................................................59 3.9.2 Benchmarking as a steering instrument..................................................................59 3.9.3 Benchmarking categories........................................................................................60 3.9.4 Benefits....................................................................................................................60 3.10 Governance.........................................................................................................61 3.10.1 Enterprise governance..........................................................................................61 3.10.2 Corporate governance...........................................................................................61 3.10.3 IT governance........................................................................................................62 3.11 Frameworks, models, standards and quality systems ........................................63 3.11.1 Frameworks...........................................................................................................63 3.11.2 Models...................................................................................................................64 3.11.3 Standards..............................................................................................................64 3.11.4 Quality systems.....................................................................................................65 Which one of these should I choose?..............................................................................66 4 Continual Service Improvement processes......................................................68 4.1 The 7-Step Improvement Process........................................................................68 Step One – Define what you should measure.............................................................................69 Step Two – Define what you can measure.................................................................................70 Step Three – Gathering the data.................................................................................................71 Step Four – Processing the data.................................................................................................76 Step Five – Analysing the data...................................................................................................79 Step Six – Presenting and using the information........................................................................83 Step Seven – Implementing corrective action.............................................................................86 4.1.1 Integration with the rest of the lifecycle stages and service management processes ..........................................................................................................................................90 Monitoring and data collection throughout the service lifecycle..................................................90 Role of other processes in monitoring and data collection..........................................................91 Role of other processes in measuring the data...........................................................................93 Analysing the data throughout the service lifecycle....................................................................94 ITIL V3 – Service Improvement - Página: 4 de 308 Role of other processes in analysing the data............................................................................94 Presenting and using the information throughout the service lifecycle........................................96 Role of other processes in presenting and using the information...............................................96 Role of other processes in implementing corrective action.........................................................97 4.1.2 Metrics and measurement.......................................................................................98 How many CSFs and KPIs?.......................................................................................................99 Tension metrics.........................................................................................................................101 Goals and metrics.....................................................................................................................102 Using organizational metrics.....................................................................................................104 4.2 Service reporting.................................................................................................105 4.2.1 Reporting policy and rules.....................................................................................105 Right content for the right audience..........................................................................................106 4.3 Service measurement.........................................................................................107 4.3.1 Objective................................................................................................................107 4.3.2 Developing a Service Measurement Framework..................................................108 Critical elements of a Service Measurement Framework..........................................................109 4.3.3 Different levels of measurement and reporting.....................................................110 Service scorecard.....................................................................................................................112 Service dashboard....................................................................................................................112 4.3.4 Defining what to measure......................................................................................113 Service levels............................................................................................................................114 Customer satisfaction...............................................................................................................114 Business impact........................................................................................................................115 Supplier performance................................................................................................................115 4.3.5 Setting targets.......................................................................................................115 4.3.6 Service management process measurement........................................................116 4.3.7 Creating a measurement framework grid..............................................................119 4.3.8 Interpreting and using metrics...............................................................................119 4.3.9 Interpreting metrics................................................................................................120 4.3.10 Using measurement and metrics...................................................................................122 4.3.11 Creating scorecards and reports....................................................................................124 Creating scorecards that align to strategies...........................................................................................124 Creating reports......................................................................................................................................125 4.3.12 CSI policies..........................................................................................................130 4.4 Return on Investment for CSI..............................................................................132 4.4.1 Creating a Return on Investment..........................................................................132 4.4.2 Establishing the Business Case............................................................................135 Expectations – What’s in it for me?...........................................................................................137 Business cases in a data-poor environment.............................................................................138 4.4.3 Measuring benefits achieved.................................................................................139 4.5 Business questions for CSI.................................................................................141 Where are we now?........................................................................................................142 What do we want?..........................................................................................................142 What do we need?..........................................................................................................143 What can we afford?.......................................................................................................144 What will we get?............................................................................................................145 What did we get?............................................................................................................145 4.6 Service Level Management.................................................................................146 4.6.1 Goal for SLM.........................................................................................................147 4.6.2 Service improvement plan.....................................................................................147 5 Continual Service Improvement methods and techniques.............................149 5.1 Methods and techniques.....................................................................................149 5.1.1 Effort and cost.......................................................................................................149 5.1.2 Implementation review and evaluation..................................................................150 5.2 Assessments.......................................................................................................152 When to assess........................................................................................................................153 What to assess and how...........................................................................................................153 Advantages and disadvantages of assessments......................................................................154 ITIL V3 – Service Improvement - Página: 5 de 308 Value of processes vs. maturity of processes...........................................................................157 5.2.1 Gap analysis..........................................................................................................158 5.3 Benchmarking.....................................................................................................161 5.3.1 Benchmarking procedure......................................................................................162 5.3.2 Benchmarking costs..............................................................................................162 5.3.3 Value of benchmarking..........................................................................................162 5.3.4 Benefits..................................................................................................................163 5.3.5 Who is involved?...................................................................................................163 5.3.6 What to benchmark?.............................................................................................164 5.3.7 Comparison with industry norms...........................................................................166 Process maturity comparison....................................................................................................167 Total cost of ownership.............................................................................................................168 5.3.8 Benchmark approach............................................................................................168 5.4 Measuring and reporting frameworks..................................................................171 5.4.1 Balanced Scorecard..............................................................................................171 Cascading the Balanced Scorecard..........................................................................................172 The Balanced Scorecard and measurement-based management............................................175 5.4.2 SWOT analysis......................................................................................................175 Purpose....................................................................................................................................176 How to use................................................................................................................................176 Scope/reach and range.............................................................................................................176 Common pitfalls of a SWOT analysis........................................................................................178 5.5 The Deming Cycle...............................................................................................179 5.5.1 Deming Cycle used for improving services and service management processes 180 5.6 CSI and other service management processes..................................................182 5.6.1 Availability Management........................................................................................182 Component Failure Impact Analysis.........................................................................................182 Fault Tree Analysis...................................................................................................................183 Service Failure Analysis............................................................................................................183 Technical Observation..............................................................................................................183 Expanded incident lifecycle.......................................................................................................184 5.6.2 Capacity Management...........................................................................................186 Business Capacity Management...............................................................................................186 Service Capacity Management.................................................................................................187 Component Capacity Management...........................................................................................187 Workload Management and Demand Management..................................................................190 Iterative activities of Capacity Management..............................................................................191 5.6.3 IT Service Continuity Management.......................................................................194 Business Continuity Management, ITSCM and CSI..................................................................194 Risk Management.....................................................................................................................195 Business perspective on Risk Management.............................................................................196 5.6.4 Problem Management...........................................................................................198 5.6.5 Change, Release and Deployment Management.................................................198 Post-Implementation Review....................................................................................................199 5.6.6 Knowledge Management.......................................................................................199 Knowledge Management concepts...........................................................................................200 5.7 Summary.............................................................................................................202 6 Organizing for Continual Service Improvement .............................................203 6.1 Roles and responsibilities that support CSI........................................................203 6.1.1 CSI activities and skills required............................................................................203 Define what you should measure..............................................................................................203 Define what you can measure...................................................................................................204 Gathering the data....................................................................................................................204 Processing the data..................................................................................................................205 Analysing the data....................................................................................................................205 Presenting and using the information........................................................................................206 Implementing corrective action.................................................................................................206 6.1.2 Service Manager...................................................................................................207 ITIL V3 – Service Improvement - Página: 6 de 308 Key responsibilities...................................................................................................................207 Key skills and competencies.....................................................................................................208 6.1.3 CSI Manager.........................................................................................................208 Key responsibilities...................................................................................................................209 6.1.4 Service Owner.......................................................................................................209 Key responsibilities...................................................................................................................209 6.1.5 Process Owner......................................................................................................212 6.1.6 Service Knowledge Management..........................................................................213 6.1.7 Reporting analyst...................................................................................................213 Key responsibilities...................................................................................................................214 Key skills and competencies.....................................................................................................214 6.2 The authority matrix............................................................................................215 6.2.1 Process flows and RACI........................................................................................216 6.3 Summary.............................................................................................................221 7 Technology considerations............................................................................222 7.1 Tools to support CSI activities.............................................................................223 7.1.1 IT service management suites..............................................................................223 7.1.2 Systems and network management......................................................................226 7.1.3 Event management...............................................................................................226 7.1.4 Automated incident/problem resolution.................................................................226 7.1.5 Knowledge Management.......................................................................................227 7.1.6 Service Request and fulfilment (Service Catalogue and workflow)......................227 7.1.7 Performance management....................................................................................227 7.1.8 Application and service performance monitoring..................................................228 7.1.9 Statistical analysis tools.........................................................................................229 7.1.10 Software version control/software Configuration Management...........................229 7.1.11 Software test management.................................................................................229 7.1.12 Security Management..........................................................................................229 7.1.13 Project and portfolio management......................................................................229 7.1.14 Financial Management........................................................................................230 7.1.15 Business intelligence/reporting............................................................................231 7.2 Summary.............................................................................................................232 8 Implementing Continual Service Improvement.........................................233 8.1 Critical considerations for implementing CSI......................................................234 8.2 Where do I start?.................................................................................................234 8.2.1 Where do I start – service approach.....................................................................234 8.2.2 Where do I start – lifecycle approach....................................................................235 8.2.3 Where do I start – functional group approach.......................................................235 8.3 Governance.........................................................................................................236 8.3.1 ITSM programme initiative.....................................................................................236 8.3.2 Business drivers....................................................................................................236 8.3.3 Process changes...................................................................................................237 8.4 CSI and organizational change...........................................................................237 8.4.1 Creating a sense of urgency.................................................................................238 8.4.2 Forming a guiding coalition...................................................................................239 8.4.3 Creating a vision....................................................................................................239 8.4.4 Communicating the vision.....................................................................................240 8.4.5 Empowering others to act on the vision................................................................240 8.4.6 Planning for and creating short-term wins.............................................................241 8.4.7 Consolidating improvements and producing more change...................................241 8.4.8 Institutionalizing the change..................................................................................242 8.4.9 Organization culture..............................................................................................242 Key concept..............................................................................................................................243 8.5 Communication strategy and plan.......................................................................245 8.5.1 Defining a communication plan.............................................................................246 ITIL V3 – Service Improvement - Página: 7 de 308 Communication transformation.................................................................................................247 8.6 Summary.............................................................................................................249 9 Challenges, critical success factors and risks................................................250 9.1 Challenges..........................................................................................................250 9.2 Critical success factors.......................................................................................250 9.3 Risks...................................................................................................................251 9.4 Summary.............................................................................................................252 Afterword ..........................................................................................................253 Appendix A: Complementary guidance.............................................................254 A1 Innovation, correction and improvement..............................................................254 A2 Best practices that support CSI...........................................................................255 ISO/IEC 20000...............................................................................................................255 Service Level Management............................................................................................255 Service reporting............................................................................................................256 Business Relationship Management..............................................................................256 COBIT®..........................................................................................................................256 COBIT defines processes to support CSI......................................................................257 Six Sigma........................................................................................................................257 CMMI..............................................................................................................................258 CMMI Benefits................................................................................................................258 Project management......................................................................................................259 Gantt chart......................................................................................................................259 Rummler-Brache Swim Lane..........................................................................................260 Value Stream Mapping...................................................................................................261 Total Quality Management.............................................................................................261 Deming Cycle.................................................................................................................262 Juran...............................................................................................................................262 Crosby............................................................................................................................263 Management governance framework.............................................................................264 Further information............................................................................................266 References................................................................................................................266 Six Sigma – www.ge.com/sixsigma..........................................................................267 LEAN.........................................................................................................................267 M_o_R Management of Risk.....................................................................................268 Project management.................................................................................................268 Glossary............................................................................................................270 Acronyms list.............................................................................................................270 Definitions list............................................................................................................274 ITIL V3 – Service Improvement - Página: 8 de 308 Foreword OGC’s foreword Since its creation, ITIL has grown to become the most widely accepted approach to IT Service Management in the world. However, along with this success comes the responsibility to ensure that the guidance keeps pace with a changing global business environment. Service management requirements are inevitably shaped by the development of technology, revised business models and increasing customer expectations. Our latest version of ITIL has been created in response to these developments. This publication is one of the five core publications describing the IT service management practices that make up ITIL. They are the result of a two-year project to review and update the guidance. The number of service management professionals around the world who have helped to develop the content of these publications is impressive. Their experience and knowledge have contributed to the content to bring you a consistent set of high-quality guidance. This is supported by the ongoing development of a comprehensive qualifications scheme, along with accredited training and consultancy. Whether you are part of a global company, a government department or a small business, ITIL gives you access to world-class service management expertise. Essentially, it puts IT services where they belong – at the heart of successful business operations. Peter Fanning Acting Chief Executive Office of Government Commerce Chief Architect’s foreword ITIL service management practices are based on a solid framework of concepts, processes, functions and activities that exert positive outcomes on business value. One of the constant features of these practices is the objective to improve in maturity and therefore service excellence in every possible way. ITIL V3 – Service Improvement - Página: 9 de 308 No matter what we do in our daily lives, we are constantly assessing how we can improve the quality and meaningfulness in all we achieve. We look to experiences of our peers to learn and measure how we perform in that context. Continual Service Improvement surrounds the ITIL service lifecycle by exerting influence in every aspect of service management to improve our performance, capability and business value as service providers. The most important aspect of understanding how to improve is in knowing what to measure and how those measures can be assessed, analysed and used as a basis for improvements. This publication forms part of an overall lifecycle of service management practices and guides the reader in understanding service measurement, how to assess the overall service management health and maturity, and then what to do to make it better. The guidance in Continual Service Improvement is based around the view of improvement from the business perspective of service quality. As service providers, what we think of our service quality is important, but what our business customers think is paramount to our survival. Service providers who are serious about paying more than lip service to service improvement need to own and use the practices in this publication. Sharon Taylor Chief Architect, ITIL Service Management Practices ITIL V3 – Service Improvement - Página: 10 de 308

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