How ITIL roles help to define more important responsibilities If you’re an IT manager, you already know how important it is to have an IT team that fully understands what needs to be done, and in particular what each member needs to primarily focus on. If you are not involved in IT management, (and [...]
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Handling ITIL Role Conflicts Although it’s clear (at least in theory) that the addition of various ITIL roles can improve the quality of an organization’s services, it should be noted that internal conflict among these “roles” is still very likely to occur. Nearly everyone involved in the IT profession is aware of the fact [...]
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Examining ITIL 2011, through its Wikipedia entry Who doesn’t love wikipedia with its plentiful bounty of knowledge? However, despite its encyclopedic-like design and glossary-esque format, there are often things that may still be missing from various entries; this is especially true when it comes to ITIL. For example, there’s no mention of how ITIL is [...]
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ITIL and ITSM are not the same One of the more common misnomers that people often confront is the disparity between ITIL and ITSM; this is to say that the two items are often confused for one another in a sense. Let’s clarify, shall we? ITIL stands for Information Technology Infrastructure Library; it is a [...]
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The Art of Service, one of the world’s premier IT education companies, has reduced the purchase price for its popular ITIL® Intermediate courses, making this valuable educational option for IT professionals even more accessible. The purchase price has dropped from $595 to $395, making The Art of Service the most affordable option amongst all leading [...]
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How comprehensive is the ITIL Expert Pathway package, and what’s included? Once a person becomes certified in ITIL® Foundation, where can they go from there? What if someone wants to take their knowledge of ITIL to the very limit, or perhaps make an attempt to totally master the field? Luckily, one doesn’t have to enroll [...]
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But, in order to prepare for this industrial revolution of I&O, the behavior of team members must be altered to reflect the new goals of simplified standardization. …To get industrialization right, I&O professionals can focus on 10 key steps that will ensure the necessary standardization, development, automation, and optimization of industrialized services: …It will be [...]
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Although there are 5 phases throughout the Lifecycle, they are not separate, nor are the phases necessarily carried out in a particular order. The whole ethos of the Service Lifecycle approach is that each phase will affect the other, creating a continuous cycle. For this to work successfully, the Continuous Service Improvement (CSI) phase is [...]
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Five volumes make up the IT Infrastructure Library (Version 3). * Service Strategy. * Service Design. * Service Transition. * Service Operation. * Continual Service Improvement.
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Question 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, justify, monitor and improve b) To validate, direct, justify and intervene c) To validate, check, act and improve d) To validate, analyze, direct and improve Question 2 Which is the first activity of the Continual Service Improvement (CSI) [...]
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Service Measurement and Reporting To do this effectively, it was necessary to take metrics and data and analyze this against targets. The CSI improvement model was used as a roadmap for this SIP (Service Improvement Scenario). As the business needs changed, so had the perceived value of HYPE. HYPE had become an integral part of [...]
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There is great value to the business when service improvement takes a holistic approach throughout the entire lifecycle. Continual Service Improvement enables this holistic approach to be taken. Some key benefits of the Continual Service Improvement phase: * Increased growth * Competitive Advantage * Increased Return On Investment * Increased Value On Investment. ROI: Return [...]
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A benchmark captured and used as a reference point for later comparison. It is important that baselines as documents are recognized and accepted throughout the organization. Baseline must be established at each level: strategic goals, and objectives, tactical process maturity and operational metrics and KPIs. Examples 1. A Service Level Achievement Baseline can be used [...]
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ITIL® Intermediate Lifecycle program: Continual Service Improvement store.theartofservice.com/itil-2011-intermediate-lifecycle-program-continual- service-improvement.html This Continual Service Improvement Lifecycle Program provides a comprehensive study of the ITIL® 2011 phase of Continual Service Improvement and where it … There are 3 types of metrics that an organization will need to collect to support CSI activities as well as other process activities: * Technology Metrics: Often associated with component [...]
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To coordinate the design of metrics, data collection and reporting activities from the other processes and functions. There are four main reasons to monitor and measure: * Validate: Are we supporting the strategy and vision? * Direct: Based on factual data, people can be guided to change behavior * Justify: Do we have the right [...]
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In the 1950s, W. Edwards Deming proposed that business processes should be analyzed and measured to identify sources of variations that cause products to deviate from customer requirements. He recommended that business processes be placed in a continuous feedback loop so that managers and supporting staff can identify and change the parts of the process [...]
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* What is the Vision? Service Strategy, Service Portfolio * Where are we now? Baselines taken using Service Portfolios, Service Level Management, and Financial Management for IT etc. * Where do we want to be? Service Portfolio, Service Measurement and Reporting * How do we get there? CSI and all ITIL®® processes * Did we [...]
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The CSI Model provides the basis by which improvements to IT Service Management processes can be made. They are questions to ask in order to ensure all the required elements are identified to achieve the improvements desired. The Continual Service Improvement Model summarizes the constant cycle for improvement. While there may be a focus on [...]
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To ensure continual improvements to IT Service Management Processes and IT Services (essentially anything within the scope of IT Service Management). Continual Service Improvement is the phase that binds all the other elements of the Service Lifecycle together and ensures that both the services and the capabilities for providing them continually improves and matures.
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Processes: * Service Measurement and Reporting The main areas of focus for Continual Service Improvement to usually address are: * The overall health of ITSM as a discipline * Continual alignment of the portfolio of IT services with the current and future business needs * Maturity of the enabling IT processes for each service in [...]
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