Download e-book for iPad: Continual Service Improvement (ITIL) by Office of Government Commerce

By Office of Government Commerce

ISBN-10: 0113310498

ISBN-13: 9780113310494

ITIL model 3's (V3) carrier lifecycle-based perform comprises the simplest of V1 and V2 and checks present top perform for ITSM. along the supply of constant, repeatable method actions as a part of provider caliber, ITIL has constantly emphasized the significance of continuous advancements. concentrating on the method components occupied with settling on and introducing carrier administration advancements, this booklet additionally offers with concerns surrounding carrier retirement.

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Extra resources for Continual Service Improvement (ITIL)

Sample text

Each lifecycle phase will provide an output to the next lifecycle phase. This same concept applies to CSI. As an example a new service is designed or modified and passed onto Service Transition. Service Transition can provide feedback to Service Design on any design issues or everything is looking good before the service moves into Service Operation. CSI does not have to wait for the service to be implemented and in operations before any improvement opportunities are identified and communicated.

Our goal in using the Deming Cycle is steady, ongoing improvement. It is a fundamental tenet of Continual Service Improvement. The Deming Cycle is critical at two points in CSI: implementation of CSIs, and for the application of CSI to services and service management processes. At implementation, all four stages of the Deming Cycle are used. With ongoing improvement, CSI draws on the check and act stages to monitor, measure, review and implement initiatives. The cycle is underpinned by a process-led approach to management where defined processes are in place, the activities are measured for compliance to expected values and outputs are audited to validate and improve the process.

Edwards Deming is best known for his management philosophy leading to higher quality, increased productivity, and a more competitive position. As part of this philosophy he formulated 14 points of attention for managers. Some of these points are more appropriate to service management than others. For quality improvement he proposed the Deming Cycle or Circle. This cycle is particularly applicable in CSI. The four key stages of the cycle are Plan, Do, Check and Act, after which a phase of consolidation prevents the circle from rolling back down the hill.

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Continual Service Improvement (ITIL) by Office of Government Commerce


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