ITIL V3 - Service Improvement Page 1 of 307

ITIL Version 3 Continual Service Improvement

ITIL V3 - Service Improvement Page 2 of 307

The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification:

Service Strategy Service Design Service Transition Service Operation Continual Service Improvement.

javascript:void(0)javascript:void(0)javascript:void(0)javascript:void(0)javascript:void(0)javascript:void(0)

ITIL V3 - Service Improvement Page 3 of 307

I N D I C E Foreword ............................................................................................................... 9

OGCs foreword ........................................................................................................... 9 Chief Architects foreword ............................................................................................ 9

Preface ............................................................................................................... 11 Continual versus continuous ............................................................................................ 12 Contact information .......................................................................................................... 13

Acknowledgements ............................................................................................. 14 Chief Architect and authors ....................................................................................... 14 ITIL authoring team ................................................................................................... 14 Mentors ..................................................................................................................... 14 Further contributions ................................................................................................. 14

The ITIL Advisory Group ....................................................................................................... 15 Reviewers ............................................................................................................................. 15

1 Introduction ...................................................................................................... 16 1.1 Overview ............................................................................................................. 16 1.2 Context ................................................................................................................ 17

1.2.1 Service management ............................................................................................... 17 1.2.2 Good practice in the public domain ......................................................................... 17 1.2.3 ITIL and good practice in service management ...................................................... 19

Service Strategy ..........................................................................................................................20 Service Design ............................................................................................................................21 Service Transition .......................................................................................................................21 Service Operation .......................................................................................................................22 Continual Service Improvement ..................................................................................................22

1.3 Purpose ............................................................................................................... 23 1.3.1 Goal of this publication ............................................................................................ 23 1.3.2 Scope of this publication.......................................................................................... 23 1.3.3 Target audience ....................................................................................................... 23

1.4 Usage .................................................................................................................. 25 2 Service management as a practice .................................................................. 26

2.1 What is service management?............................................................................. 26 2.2 What are services? .............................................................................................. 28

2.2.1 The value proposition .............................................................................................. 28 2.3 Functions and processes across the lifecycle ...................................................... 29

2.3.1 Functions ................................................................................................................. 29 2.3.2 Processes ................................................................................................................ 29 2.3.3 Specialization and coordination across the lifecycle ............................................... 30

2.4 Continual Service Improvement fundamentals ..................................................... 31 2.4.1 Purpose of CSI ........................................................................................................ 31 2.4.2 CSI objectives .......................................................................................................... 31 2.4.3 CSI scope ................................................................................................................ 31 2.4.4 CSI approach ........................................................................................................... 33

Service gap model ......................................................................................................................33 2.4.5 Value to business .................................................................................................... 34

Perspectives on benefits .............................................................................................................34 Intangible benefits .......................................................................................................................35

2.4.6 Justification .............................................................................................................. 36

ITIL V3 - Service Improvement Page 4 of 307

Business drivers ..........................................................................................................................37 Technology drivers ......................................................................................................................37

2.4.7 Benefits .................................................................................................................... 38 Business/customer benefits ........................................................................................................38 Financial benefits ........................................................................................................................38 Innovation benefits ......................................................................................................................39 IT organization internal benefits ..................................................................................................39

2.4.8 Cost ......................................................................................................................... 40 Continual improvement benefits measurement ...........................................................................40

2.4.9 Interfaces to other service lifecycle practices .......................................................... 41 Service Strategy ..........................................................................................................................42 Service Design ............................................................................................................................42 Service Transition .......................................................................................................................43 Service Operation .......................................................................................................................43 CSI throughout the lifecycle ........................................................................................................43

3 Continual Service Improvement principles ....................................................... 47 3.1 CSI and organizational change ............................................................................ 47 3.2 Ownership ........................................................................................................... 47 3.3 Role definitions .................................................................................................... 48 3.4 External and internal drivers ................................................................................ 49 3.5 Service Level Management ................................................................................. 50 3.6 The Deming Cycle ............................................................................................... 51 3.7 Service measurement .......................................................................................... 52

3.7.1 Baselines ................................................................................................................. 52 3.7.2 Value to business ......................................................