ITILV3 - Day 20

Continual Service Improvement (CSI);

Purpose

Continual Service Improvement vital questions to consider:

What do we need to measure?
Huummmm, maybe that is easy.

Why do we need to measure it?
Huuummm, without numbers any discussion is void.

Continual Service Improvement (CSI) Objectives:

1 - Improve service quality
Quality is not a very trivial thing to define.

2 - Improve process efficiency
Efficiency, well... if I define performance as a sign of efficiency, it would make sense.

3 - Improve cost effectiveness
Does it mean to save money, or somehting like that?

The CSI Register is a database (part of the SKMS) that records every improvement initiative.

Well, I found out something about SKMS and CMS. Bottomline, SKMS is God!

http://www.itskeptic.org/what-difference-between-cms-and-skms

The SKMS contains everything you can possibly imagine:

    provide full lifecycle management from acquisition to disposal for a 'complete' inventory of CIs ST p65
    ...where those CIs include business cases, plans, managemkent, organisation, knowledge, people, processes, capital, systems, apps, information, infrastructure, facilities, people, service models, acceptance criteria, tangible and intangible assets, software, requirements and agreements, media, spares... ST p67-68
    Contain the "experience of staff" ST p 147
    contain data about "weather, user numbers and behaviour, organisation's performance figures" ST p 147
    record supplier's and partners' requirements, abilities and expectations ST p 147
    record user skill levels ST p 147
    record and relate all RFCs, incidents, problems, known errors and releases ST p77
    group, classify and define CIs ST p72
    uniquely name and label all CIs ST p72
    relate all these items with multiple types of relationships including compoentn breakdown structure, composition of a service, ownership, dependencies, release packaging, product makeup, supporting documentation... ST p72-73 including "part of", "connected to", "uses" and "installed on" ST p77
    integrate data from document stores, file stores, CMDB, events and alerts, legacy systems, and enterprise applications, integrated via schema mapping, reconcilaition, synchronisation, ETL and/or mining ST fig4.39 p151
    provide tools against this integrated data for query and analysis, reporting, forecasting, modelling and dashboards ST fig4.39 p151
    take baselines and snapshots of all this dataST p77
    perform verification and audit of all this data ST p81
    be based on a Service Management information model ST p150
    measure the use made of the data ST p151
    evaluate usefulness of reports produced ST p151

whereas the CMS only contains NEARLY everything you can possibly imagine. The CMS contains ALL the information and related files for the following CI types (ST p67)

    business case, service management plans, lifecycle plans, service design packages, release and change plans, test plans
    management, organisation, processes, knowledge [???], people
    financial capital, systems, applications, information, data, infrastructure and facilities, financial capital [again, must be important], people [again]
    service model
    service package [not to be confused with a service design package]
    release package
    service acceptance criteria
    business strategy or other policies, regulatory or statutory requirements
    tangible (datacentre) and intangible assets such as software
    customer requirements and agreements,
    releases from suppliers
    external services
    interface CIs [wtf they are]