Continual Service Improvement (CSI) - itSMF …

1 Crown Copyright 2011 - reproduced under license from the Cabinet OfficeColin Rudd FSM, FBCS, CITP, CEng, FLPIC hairman itSMF UKService management consultant, mentor and coachITIL AuthorIT Enterprise Management services Crown Copyright 2011 - reproduced under license from the Cabinet OfficeContinual Service Improvement (CSI)(Better, cheaper, faster)Budapest - April 2013 Crown Copyright 2011 - reproduced under license from the Cabinet OfficeAgenda services , improvements and value Establishing an Improvement programme Implementing improvements in practice Developing a CSI culture and environment Crown Copyright 2011 - reproduced under license from the Cabinet OfficeService definitionsA Service is a means of delivering valueto customers by facilitating outcomes customers want to achieve without the ownership of specific costsand risksA Service Improvement is a means of delivering increased value to customers by facilitating better outcomesat lower costor risk Crown Copyright 2011 - reproduced under license

2 From the Cabinet OfficeService assetsCapabilitiesResourcesManagementOrg anisationProcessKnowledgePeopleFinancial CapitalInfrastructureApplicationsInforma tionPeople(Experience, skills, (Numbers of employees) and relationships)InformationPeople Crown Copyright 2011 - reproduced under license from the Cabinet OfficeService valueManagementOrganisationProcessesKnow ledgeCapabilitiesInformationApplications InfrastructureFinancial capitalResourcesServiceIncrease performanceReduceriskPerformance of customer assetsIncreased value and ROV Coordinate,control anddeployPeopleAssettypes Crown Copyright 2011 - reproduced under license from the Cabinet Office Crown Copyright 2011 - reproduced under license from the Cabinet OfficeSenior management commitment Paul Wilkinson & GamingWorks Crown Copyright 2011 - reproduced under license from the Cabinet Office Service and product quality is measured Service and product targets are negotiated and defined little customer feedback or measurement of customer satisfactionLevel 2 Adequate ServiceProduct / Service cultureSatisfied CustomersLevel Level 3 Superior

3 ServiceCustomer Service culture Service and product quality is measured and improved Service and product targets are negotiated and defined customer feedback and satisfaction drive improvementsLoyal CustomersLevel 4 Legendary ServiceQuality culture Service and product quality is continually measured and improved Service and product targets are driven by quality customer experience drives Continual improvementDelightedCustomersLevel 5 Service ExcellenceCustomer experience culture the focus is on business value and customer delight and Continual Improvement of all aspects of the quality of services , products & customer experiences, are an inherent part of the organisation, culture & employeesAdvocate CustomersCustomer serviceLevel 1 Poor Service services and products are produced.

4 Delivered but not measured little or no focus on customer or Service quality no customer feedback or measurement of customer satisfaction No culture focusDissatisfiedCustomers Crown Copyright 2011 - reproduced under license from the Cabinet OfficeDemmingTimeMaturityConsolidation of the level achievedEffective quality improvementPLANDOCHECKACT Crown Copyright 2011 - reproduced under license from the Cabinet OfficeISO/IEC 2000 Continual Improvement (PDCA) Service management systemServicesPlanActCheckDoService management processes Crown Copyright 2011 - reproduced under license from the Cabinet Office1.

5 Identify: Vision, business need Strategy Tactical Goals Operational what you will the data. Who? How? When? Integrity of the data Frequency? Format? System? Accuracy? the information and data. Relations? Trends? Targets met? Improvements required? and use the information, assessment summary, action, plans, etc. improvementPLANDOCHECKACT Crown Copyright 2011 - reproduced under license from the Cabinet OfficeHow do we keep the momentum going?ITIL CSI approachWhat is the vision?Where are we now?Where do we want to be?How do we get there?Did we get there?

6 Business vision, mission, goals and objectivesBaseline assessmentsMeasurable targetsServiceand process improvementMeasurements and metrics Crown Copyright 2011 - reproduced under license from the Cabinet OfficeValue networkValue networkValue networkGovernance and cultureICT GovernanceServicesBusiness andcustomerservice valueCSI Improvement Crown Copyright 2011 - reproduced under license from the Cabinet OfficeCorporate governance of ICTB usinesspressuresBusinessneedsEvaluatePro ject deliveryand improvementService deliveryMonitorPerformanceconformanceDir ectPlanspoliciesGovernanceBusiness

7 DemandNote: diagram based on ISO/IEC 38500 EnhancevalueInvest invalueMeasurevalue Crown Copyright 2011 - reproduced under license from the Cabinet OfficeAssess the current environment Crown Copyright 2011 - reproduced under license from the Cabinet OfficeImprovement register (CSI register)ImprovementCost Business valueIT valueTotalDependency1. Improve change management processL4262. Implement business relationshipsH639 Imp 3,43. Implement a Service catalogueM437 Imp 64. Measure Service valueH639 Imp 35. Create a capacity planH4266. Establish a management tool strategyL1347.

8 Establish Service portalM628 Imp 68. Revise incident and problem categoriesM2249..10.. Crown Copyright 2011 - reproduced under license from the Cabinet OfficeReassessmentAssessmentCSI registerThe process in practiceBusinessPrioritisationGroup9 XSIPTeamWork streamsBusinessrealisation review (BRR)Customer and business feedbackOther suggestions for Improvement Crown Copyright 2011 - reproduced under license from the Cabinet OfficeOther complimentary CSI techniques Lean:reduce process waste and increase flow and value Other frameworks: such as COBIT / ISO/IEC 20000 Six Sigma: reduce process variation Value networking.

9 Transactions and relationships Voice of the customer: customer experiences and expectations Agile disciplines: dedicated team and storyboards Panning for gold: focus on requirements definition and the achievement of outcomes Crown Copyright 2011 - reproduced under license from the Cabinet OfficeSummary CSI Senior management governance and steering is essential from the top Service delivery and Improvement should be focussed on customer and business value Not just process Improvement Not one size fits all Culture and organisation crucial Crown Copyright 2011 - reproduced under license from the Cabinet OfficeColin Rudd FSM, FBCS, CITP, CEng, FLPIC hairman itSMF UKService management consultant.

10 Mentor and coachITIL AuthorIT Enterprise Management services Crown Copyright 2011 - reproduced under license from the Cabinet OfficeContinual Service Improvement (CSI)(Better, cheaper, faster)Budapest - April 2013