The CSI process includes high-level activities such as The YaSM service management model translates the guidance from the various ITSM frameworks into a streamlined process for the continual improvement of services. Continual improvement falls into the Provide stage, where improvement opportunities are to be captured and actioned. The VeriSM model is introduced as "a service management operating model for an organization" that includes four " high-level stages" that resemble the ITIL v3 service lifecycle: Define, Produce, Provide and Respond. In VeriSM™, improvement activities are an integral part of the VeriSM model. This practice aims to "align the organization’s practices and services with changing business needs through the ongoing improvement of products, services and practices". What is more, ITIL v4 includes continual improvement as one of the " general management practices". Within this component, ITIL 4 describes a model for continual improvement, which provides organizations with a structured approach to implementing improvements. ITIL ® 4 has dropped the service lifecycle concept in favor of a more holistic approach, but ITIL v4 introduces continual improvement as a core component of the ITIL SVS (service value system). And ISO 20000, the international standard for service management, explicitly states that it is based on the Plan-Do-Check-Act cycle. For instance, COBIT ® includes a domain called " Monitoring, evaluating and assessing". It is not difficult to see why: A consistent approach to continual improvement helps to ensure that the services offered to customers remain continuously aligned to business requirements.īut although CSI is a cornerstone of the ITIL ® service lifecycle, a few frameworks were quicker to adopt the lifecycle concept and CSI. CSI is often considered a key element of service management best practice. The idea behind the service lifecycle is that services pass through a cycle from stratey, design, transition and live operation to continual optimization. It is modelled upon a well-established management method for continual improvement, known for example as the "Plan-Do-Check-Act" or "PDCA cycle" that was made popular by Edwards Deming (see article in Wikipedia: " PDCA").Ĭontinual service improvement has been a prominent topic in service management since the publication of ITIL ® v3, where CSI is the fifth stage in the service lifecycle that has been introduced with ITIL v3. The idea of continual improvement has a long history and was not invented specifically for managing services. 3 Continual service improvement in YaSMĬontinual improvement in general management.1 Continual improvement in general management.
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