Your teams have reached a point where they are performing
and achieving the goals in which they were initially intended. However over
time expectations and goals have a way of changing. The question is whether
you, as an IT organization, are positioned to meet these changes. You have to
ask yourselves “do we continue to meet requirements?” “Are we positioned to
make improvements to ensure we can continue to align with business needs?”
We all know that are business is looking to IT to produce
a consistent service in a way that reduces costs whenever possible. So even in
times where we haven’t really changed, we are still looking to make
Does your IT organization think in terms of CSI
(Continual Service Improvements), the key word here is continual. We may not
need to make huge changes year over year but we should be reviewing regularly how
well we are providing service to the business. A part of this review should
include the processes which are enabling IT to deliver services.
As I have mentioned before one of the ways we (IT) as a
service provider can do that is through reporting. Reporting plays a big part
in understanding how well you are performing or not, however one if the
limiting factors in metrics we collect is that we think of them in a process
centric way. We need to get away from the one dimensional “did we have incident
outages last month” to an overall service metric.
While it is important that we address outages and process
focused reporting (because they are the building blocks to service reporting) we
need to start thinking in terms of service as a whole, or in 3D so to speak. In
essence “How do all activities around the service impact the delivery of that
When we talk about making improvements generally the
first step involves taking a look where we are today. There are many measurement
tools or benchmarks to gauge this, regardless of which one(s) your organization
decides to leverage start thinking in terms of overall service capability.
When you think about improvements you might review in
terms of Incident OR Change OR Requests etc. Performing reviews in this manner will
allow you to improve in each of these areas separately however overall
improvement will still be just outside your reach because one process may only
improve if the inputs or outputs from another process are able to improve as
well. Using this diagram to illustrate this we can see where we are from a
capability standpoint for 3 sample processes.
You need to think of the gaps which are holding back the
improvement for the service as shown by the red components in this chart.
Identifying these gaps will allow you to add the “3D
thinking” and enable you to improve the processes or activities which are
currently appearing as limits to the CSI initiatives. Having this big picture perspective
will allow your organization to identify a CSI strategy where they may not have
been able to do so before.
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Labels: Continual Service Improvement, ITIL, ITSM, Service Management