Continual Service Improvment Stage

The Continual Service Improvement (CSI) stage keeps the IT services of an IT Service Provider aligned to the changing business needs and seeks to implement improvements to processes that support the fulfilment of those needs.  The overall health of the IT Service Management is maintained through CSI.

ITIL best practices recommend the Demming Cycle (PDCA, Plan do Check Act), but organisations that are users of 6-Sigma may choose the substitute the DMAIC process, and a seven step improvement process.

The seven step improvement process consists of:

  • Define the strategy for improvement.  What is the business need?  What is the management vision of the desired solution?  What is the management strategy in this area? What are the operational goals you wish to achieve?  What are the technical goals you wish to achieve?
  • Define what you will measure.  What metrics or outcomes should you measure to confirm that the improvement has worked?  What can you measure?  For those things that cannot be measured directly, what proxy metrics can you measure that will give a meaningful representation?
  • Gather data for a baseline.  What is your current position, based on the previously selected metrics?
  • Process the data.  How confident are you in the accuracy of your metrics?  How often are problems occurring?  Is the data in the right format?
  • Analyse the data/information.  What trends are there?  What improvements are required?
  • Use and present the analysis.  What is your action plan?  How will you implement your action plan?  What costs are involved?  How will the improvement be funded?  How quickly will the costs be recouped?
  • Implement the improvement.

Opportunities for Continual Service Improvement are recorded in the CSI Register (part of the SKMS).