Difference between revisions of "ITIL Continual Service Improvement"

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Latest revision as of 13:43, 27 June 2018

ITIL Continual Service Improvement

  • Plan-Do-Check-Act (PDCA)
  1. Plan - identify the strategy and define what you will measure
  2. Do - gather and process the data
  3. Check - analyse the information and data and present the data
  4. Act - implement the improvement
  • 5-Step Process
  1. What is the vision?
  2. Where are we now?
  3. Where do we want to be?
  4. How do we get there?
  5. Did we get there?

Answers always start with "vision" and end with "Did we get there".

  • Three types of metrics
  1. Technology
  2. Process
  3. Service
  • 7-Step Process
  1. Identify the strategy
  2. Define what you will measure
  3. Gather the data
  4. Process the data
  5. Analyze the information and data
  6. Present and use the information
  7. 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.



Internal Links

Parent Article: ITIL Foundation Certification