Cover image for ITIL Continual Service Improvement

ITIL Continual Service Improvement

Author AXELOS
Release Date: 2011/07/01
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Book Description

ITIL Continual Service Improvement provides best practice guidance on identifying and introducing a cycle of service management improvements, as well as a structured approach for assessing and measuring services. This guidance is suitable for any IT and business professional involved in the management of services, including managers and practitioners, IT architects, process and service owners and business relationship managers.

Table of Contents

  1. Cover
  2. Title
  3. Copyright
  4. Contents
  5. List of figures
  6. List of tables
  7. Foreword
  8. Preface
  9. Acknowledgements
  10. 1 Introduction
    1. 1.1 Overview
    2. 1.2 Context
    3. 1.3 ITIL in relation to other publications in the Best Management Practice portfolio
    4. 1.4 Why is ITIL so successful?
    5. 1.5 Chapter summary
  11. 2 Service management as a practice
    1. 2.1 Services and service management
    2. 2.2 Basic concepts
    3. 2.3 Governance and management systems
    4. 2.4 The service lifecycle
  12. 3 Continual service improvement principles
    1. 3.1 Continual service improvement approach
    2. 3.2 CSI and organizational change
    3. 3.3 Ownership
    4. 3.4 CSI register
    5. 3.5 External and internal drivers
    6. 3.6 Service level management
    7. 3.7 Knowledge management
    8. 3.8 The Deming Cycle
    9. 3.9 Service measurement
    10. 3.10 IT governance
    11. 3.11 Frameworks, models, standards and quality systems
    12. 3.12 CSI inputs and outputs
  13. 4 Continual service improvement processes
    1. 4.1 The seven-step improvement process
  14. 5 Continual service improvement methods and techniques
    1. 5.1 Methods and techniques
    2. 5.2 Assessments
    3. 5.3 Benchmarking
    4. 5.4 Service measurement
    5. 5.5 Metrics
    6. 5.6 Return on investment
    7. 5.7 Service reporting
    8. 5.8 CSI and other service management processes
    9. 5.9 Summary
  15. 6 Organizing for continual service improvement
    1. 6.1 Organizational development
    2. 6.2 Functions
    3. 6.3 Roles
    4. 6.4 Customer engagement
    5. 6.5 Responsibility model – RACI
    6. 6.6 Competence and training
  16. 7 Technology considerations
    1. 7.1 Tools to support CSI activities
    2. 7.2 Summary
  17. 8 Implementing continual service improvement
    1. 8.1 Critical considerations for implementing CSI
    2. 8.2 Where do I start?
    3. 8.3 Governance
    4. 8.4 CSI and organizational change
    5. 8.5 Communication strategy and plan
    6. 8.6 Summary
  18. 9 Challenges, risks and critical success factors
    1. 9.1 Challenges
    2. 9.2 Critical success factors
    3. 9.3 Risks
    4. 9.4 Summary
  19. Afterword
  20. Appendix A: Related guidance
    1. A.1 ITIL guidance and web services
    2. A.2 Quality management system
    3. A.3 Risk management
    4. A.4 Governance of IT
    5. A.5 COBIT
    6. A.6 ISO/IEC 20000 service management series
    7. A.7 Environmental management and green/sustainable IT
    8. A.8 ISO standards and publications for IT
    9. A.9 ITIL and the OSI framework
    10. A.10 Programme and project management
    11. A.11 Organizational change
    12. A.12 Skills Framework for the Information Age
    13. A.13 Carnegie Mellon: CMMI and eSCM framework
    14. A.14 Balanced scorecard
    15. A.15 Six Sigma
  21. Appendix B: Example of a continual service improvement register
  22. Appendix C: Risk assessment and management
    1. C.1 Definition of risk and risk management
    2. C.2 Management of Risk (M_o_R)
    3. C.3 ISO 31000
    4. C.4 ISO/IEC 27001
    5. C.5 Risk IT
  23. Appendix D: Examples of inputs and outputs across the service lifecycle
  24. Abbreviations and glossary
  25. Index
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