Posted: Tue Apr 23, 2013 6:02 pm Post subject: ITIL Continual Service Improvement
I'm the CSI process owner within my organisation and the process is only in place just over 1 year.
Currently the process is limited to the ITIL team within the organisation and Service Improvements are based on each of the ITIL processes. It's my objective to roll the process out to operational teams etc.
Basically improvements are logged on the CSI register and I review progress on a monthly basis:
I've a few queries:
For a SI to be registered, It must:
1). Add value to the process/ service
2). Increase work/process efficiency
3). Add value (ROI etc)
Is this the correct approach and how should I validate if these improvements are a success or not on completion?
Joined: Nov 03, 2012 Posts: 55 Location: Singapore
Posted: Wed Apr 24, 2013 4:57 pm Post subject:
We should not roll out the process because of process.
If you're trying to do service improvement for a particular team (I'm not saying process here), you need to
- First see if there's any measurements in this team.
- What's the objectives or expectation of those measurements.
- Why it does not match the objectives or expectation, and what's the problem (root cause analysis).
- What can be done to improve.
There're many methodologies in analysis of problems you identified, e.g. 6 sigma. _________________ Luo, Tian-Hong (Ken)
Regional Operation Lead
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