ITIL Continual Service Improvement
ITIL Continual Service Improvement
- Plan-Do-Check-Act (PDCA)
- Plan - identify the strategy and define what you will measure
- Do - gather and process the data
- Check - analyse the information and data and present the data
- Act - implement the improvement
- 5-Step Process
- What is the vision?
- Where are we now?
- Where do we want to be?
- How do we get there?
- Did we get there?
Answers always start with "vision" and end with "Did we get there".
- Three types of metrics
- Technology
- Process
- Service
- 7-Step Process
- Identify the strategy
- Define what you will measure
- Gather the data
- Process the data
- Analyze the information and data
- Present and use the information
- Implement improvement
Answers 2nd is Define.
Q11 ...baseline of data for the services currently being delivered?
A Where are we now?
Q17 - Short, Medium, Long Term
A How do we get there?
Q18 NOT within the scope of the seven-step improvement process?
A The design, implementation, measurement
CSI does not do design
Q20 Which of the following are objectives of Continual Service Improvement (CSI)?
A C. 1 and 3 only. 2. Identify changing trends, is NOT. But should be.
- PDCA and 7-Step work together? - a) Plan - identify, define.
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Parent Article: ITIL Foundation Certification