Management of IT Environment (9) LS 2012/20131 ITIL: Continual Service ITIL: Continual Service ImprovementImprovementMManagement of IT Environment anagement of IT Environment Management of IT Environment (9) LS 2012/20132 OutlineOutlineCSI - Continual Service ImprovementBasic definition, !rose, goa"s, #SI mode"Principles for service improvement 1$ %rgani&ationa" c'anges, o(ners'i, definition of ro"es / tas)s and resonsi*i"ities,2$ E+terna" and interna" drivers,3$ Service Leve" Management (SLM),,$ -eming c.c"e,/$ Meas!rement service, 01ste imrovement rocess,2$ 3no("edge management,0$ Benc'mar)ing,4$ 5overnance,9$ Too"s, mode"s, standards, 6!a"it. s.stems$Process of improving services01ste rocess to imrove services7eortingMeas!rement7et!rn on investmentB!siness 6!estionsSLM 1 s.stem "eve" management $Management of IT Environment (9) LS 2012/20133 CSI - Continual Service Improvement (1)CSI - Continual Service Improvement (1)#ontin!a" Service ImrovementService -esignService Strateg.8rocess 7evie( 9 Mat!rit. 7eorting (#om"iance)7%I 9 :a"!e 7evie(s 9 B!siness ;"ignment 8"anning#omm!nications Strateg. 9 8"anService 7eortingManagementInformation 7evie(9 Trend 7eortingService 7evie(s9 Imrovement 8"anning#!stomer SatisfactionS!rve.sService %eration Service TransitionManagement of IT Environment (9) LS 2012/2013, Continual Service Improvement - CSIContinual vs Continuousie more continuous CSI ! "a# of managing t$e stages in t$e life c#cle of IT services%ef: #SI is resonsi*"e for managing imrovements in IT service management rocesses and IT services$T'e erformance of t'e IT service rovider is contin!o!s". meas!red and imrovements are incororated into rocesses in IT services and IT infrastr!ct!re to increase efficienc., effectiveness and cost otimi&ation$ CSI inclu&es processes:01ste imrovement rocess7eortingMeas!rement7et!rn on investmentB!siness 6!estionsSLM 1 s.stem "eve" management $CSI - Continual Service Improvement (')CSI - Continual Service Improvement (')Management of IT Environment (9) LS 2012/2013/ (oals(oals of service improvementof service improvementssMain purpose: contin!o!s". modif. IT services, adat t'em to t'e *!siness re6!irements$ Identif. and im"ement imrovements of IT services to meet t'e (c'anging) *!siness rocesses$ Meas!rements vs$ management