wl welcome - itsm academy...joseph juran 3contributed the juran trilogy and also a four-phased...
TRANSCRIPT
W l
C ti l S i I t
Welcome
Continual Service Improvement
Learning and Growth
© ITSM Academy, CSI, February 2010
About ITSM Academy
Accredited EducationITIL® Foundation
Ft. Lauderdale, Dallas & Washington, DC - PublicITIL Foundation
ITIL® Foundation and Managers Bridge
ITIL® Lifecycle, Capability and MALC
ITIL® Practitioner Service Manager (V2)
Corporate on-site ClassesVirtual ClassesCourseware LicensingITIL® Practitioner, Service Manager (V2)
Certified Process Design Engineer (CPDE)®
Microsoft Operations Framework (MOF) Foundation
Courseware LicensingAlumni ProgramPMI Global Education ProviderFederal Go ernment (GSA) Foundation
ISO/IEC 20000 Foundation
PMI PMP Exam Prep
Practical Value Add Workshops
Federal Government (GSA) Contractor Certified Woman-OwnedT f th d f l Practical, Value-Add Workshops
Apollo 13 - an ITSM Case Experience™
Visible Ops: The Class
ITIL MOF ISO 20K A
Tens of thousands of learners trained since 2003ITSM Professional Diplomas
2© ITSM Academy, CSI, February 2010 2
ITIL, MOF, ISO 20K Awareness
And More! Welcome!
Agenda
Continual Service Improvement purpose, objectives
d and scopeCSI ProcessesKey lessonsWhere to begin
3© ITSM Academy, CSI, February 2010 3
© Crown copyright 2007. Reproduced under license from OGC.
You are here
CSI Purpose and Objectives
Identify and implement improvements throughout the service lifecyclethroughout the service lifecycle
IT service qualityThe cost effectiveness of IT service delivery
Ensure processes have clearly defined goals, objectives and
The cost effectiveness of IT service delivery The efficiency and effectiveness of SM processes
measures to enable actionable improvementsDetermine what to measure, why to measure it and define the successful outcomeReview and analyze service level and process information and trendsEnsure quality management methods are used
4© ITSM Academy, CSI, February 2010 4
Ensure quality management methods are used
CSI involves ongoing change. Communication is essential.
CSI Scope
CSI addresses theOverall health of IT service management (ITSM) as a disciplineContinual alignment of the Service Portfolio with current and future business needsMaturity of enabling ITSM processes f hfor each service
“Improvement” becomes a process within IT with
5© ITSM Academy, CSI, February 2010 5
Improvement becomes a process within IT with defined activities, inputs, outputs, roles and reporting.
Continual Service Improvement Processes
Service DesignService Strategy Service Transition Service Operation
Service Strategy
The 7-Step Improvement ProcessService Reporting Service Portfolio
ual S
ervi
ceov
emen
tua
l Ser
vice
ovem
ent
Service MeasurementService Catalog
Con
tinu
Impr
oC
ontin
uIm
pro
Business/ Service
6© ITSM Academy, CSI, February 2010 6
Business/Customers
ServiceProvider
Suppliers
7-Step Improvement Process
1. Define What You Should
Identify first• Vision You Should
Measure
2. Define What You Can M
7. Implement Corrective
Actions
• Vision• Strategy• Tactical Goals• Operational MeasureActions
Goals
pGoals
3. Gather the Data
6. Present and Use the
Information
Goals
4 Process the 5 Analyze the
7© ITSM Academy, CSI, February 2010 7
4. Process the Data
5. Analyze the Data
Service Reporting (1)
Service Reporting is the process responsible for producing and delivering service level achievement and trends reports.
Business interests includeThe past period’s performanceThe past period s performanceHistorical events that continue to be a threatData aligned to contracted, chargeable delivery elementsa a a g ed o co ac ed, c a geab e de ve y e e e sActionable reports− This is what happened− This is what we did− This is how we’ll prevent it happening again− Here’s what we’re doing to improve
8© ITSM Academy, CSI, February 2010 8
Here s what we re doing to improve
Service Reporting (2)
A business-focused framework includesfTarget audience and business view of service
What to measure and report
Definitions of termsDefinitions of terms
Basis of calculations
Reporting schedules
Access to reports
Medium to be used
Meeting schedules (to discuss and review results)
Policies and rules are defined and agreed upon by both the business
9© ITSM Academy, CSI, February 2010 9
and Service Design. The most effective reports are customizable, automated and deliver the right content to the right audience.
Service Measurement
Service measurement is about providing a meaningful view of an IT service as experienced by the customer.
IT must measure and report i t d t d i
an IT service as experienced by the customer.
against end-to-end serviceKey measurements include
AvailabilityReliabilityP fPerformance
10© ITSM Academy, CSI, February 2010 10
Service Measurement Model
IT scorecard or balanced scorecard
Point in time information
Service scorecard
Service dashboard
Real-time information
scorecard dashboard
Key Performance Indicators
Rolled up serviceAvailability &
Capacity PlansRolled up service measurement
results
Availability Reliability
Capacity Plans
11© ITSM Academy, CSI, February 2010 11
Component 1 Measure
Component 2 Measure
Component 3 Measure
yPerformance
Total Quality Management (TQM)
TQM is a management strategy aimed at E b dd f l ll Embedding awareness of quality in all processesAchieving long term success through customer satisfactionsatisfaction
All members of an organization participate in improvement activities A quality management system (QMS) defines the organizational structure, responsibilities, policies,
d d d d procedures, processes, standards and resources required to deliver quality services
12© ITSM Academy, CSI, February 2010 12
ISO/IEC 20000 defines requirements for a QMS and follows the plan, do, check, act cycle.
Key Lessons (1)
Dr. W. Edwards Deming C t ib t d th D i (PDCA) C l d l Contributed the Deming (PDCA) Cycle and also set out 14 points for management which are designed to help companies increase their
li d d i iquality and productivityPhilip Crosby
Introduced four absolutes of quality Introduced four absolutes of quality management − Quality is conformance to requirements
Th t f i lit i ti t − The system for causing quality is prevention not appraisal
− The performance standard must be zero defectsTh f lit i th t f
13© ITSM Academy, CSI, February 2010 13
− The measure of quality is the cost of non-conformance and not indices
Key Lessons (2)
Joseph JuranContributed the Juran Trilogy and also a four-phased approach to quality improvement (Start-up, Test, Scale-up, Institutionalize)( p, , p, )
Holding the gains
B kth h P t l i
Quality Control Quality Planning
BreakthroughQuality
Improvement
Project-by-Project
Pareto analysis
14© ITSM Academy, CSI, February 2010 14
Where to Begin
CSI approaches Don’t wait for all include
Service (pain point) aspects of CSI to be in place
approachLifecycle approachF i l
Start improving now!
Functional group approach
Measure now, gather data now, analyze now, review lessons learned now, make
incremental improvements now!
15© ITSM Academy, CSI, February 2010 15
p
ITSM Academy Affiliates
16© ITSM Academy, CSI, February 2010 16
IT Service Management Professional (ITSMP)℠ Diplomas
ITSM Academy is Licensed by the Commission for Independent Commission for Independent
Education, Florida Department of Education, offering occupational
ITSMP℠ Diplomas.
On our website, this symbol
indicates courses which accrue clock hours toward a Diploma as:
Change Manager
Support Manager
Service Level Manager
17© ITSM Academy, CSI, February 2010 17
Service Level Manager