Continual Service Improvement Measurements in ITIL – ITIL Course

Continual Service Improvement



Measurements  are  crucial  for  an  organization  to  improve  the  quality  of  services offered to the customers as well as a guide when offering new services.

Why do we measure?

•   Validate: To validate decisions

•   Direct: To direct activities

•   Justify: To justify courses of action

•   Intervention: To identify points of intervention

Information must be analyzed and studied against strategic, tactical and operational goals, objective, critical success factors (CSFs) and KPIs. All these factors must be aligned to the goals and objectives of the business.

Measurements and Metrics

•   Key Performance Indicator (KPI)
ƒ    Defined during Service Design and Service Transition

ƒ    Becomes   the   data   inputs   to   analyze   and   identify   improvement opportunities

•   Critical Success Factors (CSF)
ƒ    Determine the success or failure of a Service Strategy

ƒ    Defined in terms of capabilities and resources

•    Baselines
ƒ    As starting points for later comparison

ƒ    Establish an initial data point to determine if a service or process should be improved

ƒ    Must   be   documented,   recognized   and   accepted   throughout   the organization

ƒ    Must  be  established  at  each  level:  strategic  goals  and  objectives, tactical process maturity and operational metrics and KPIs

•   3 types of metrics
ƒ    Technology    metrics:   Component    and   application    based   metrics
(performance, availability, etc.). Example: CPU load of a server.

ƒ     Process metrics: CSFs (Critical Success Factor) and KPIs (metrics that indicate  the  overall  health  of  a  process).  Example:  the  amount  of incidents solved within SLA targets.

ƒ    Service metrics: Metrics that indicate the result of the end to end service.
Technology metrics are input for Service metrics. Example: the amount of transactions banking system.

•   Service measurement
ƒ    Measure, analyze and report on IT Services and ITSM results

ƒ    Data produced will result in trends that can help in measurements

Critical success  factors and key performance indicators

Each organization  should identify appropriate  CSFs based on its objectives for the process. Each sample CSF is followed by a typical KPI that supports  the CSF. These KPIs should not be adopted without careful consideration.

Each organization should develop KPIs that are appropriate for its level of maturity, its CSFs and its particular circumstances. Achievement against KPIs should be monitored and used to identify opportunities for improvement, which should then be logged in the CSI register for evaluation and possible implementation.


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