I must make improvements

to my ITSM processes

please accompany me!

C2 Expertise !

EDUCATION FINANCE & INSURANCE

HEALTH ENGINEERING DISTRIBUTION GOUVERNMENT MUNICIPAL SERVICE

IT Service Management Solutions │ Business Process Re-engineering and Transformation

Ensure that your ITSM

process improvement

investments are maintained

and always of great

business value ...

Continuous

Services

Improvement Kit

Objectives

The CSI Theory

Surveillance and Finances

Results

1

Conclusion

2

3

4

5

Agenda

CSI – The Questions

1. How to implement the continuous improvement of services?

2. How to move from theory to practice?

3. Where to start?

4. How can I manage the phase of Continual Service Improvement (CSI)?

That is the purpose of this presentation

CSI – Goals and Objectives

• Review, analyze and make recommendations on improvement opportunities at each stage of the life cycle.

• Review and analyze results achieved service levels.

• Identify and implement individual activities to improve the quality of IT services and improve the efficiency and effectiveness of ITSM processes

• Improve the profitability of the delivery of IT services without sacrificing customer satisfaction

• Ensure that management practices appropriate quality are used to support activities related to continuous improvement

Principals of Information

IT Managers

Consultants

Practitioners

Suppliers

CSI – The Purpose

• The primary purpose of CSI is to align and realign IT

services and the constantly changing needs of the business

by identifying and implementing improvements to the IT

services that support business processes.

• These improvement activities support the entire lifecycle of

a service.

• Indeed, CSI is looking for ways to improve the effectiveness

and efficiency of processes and improving profitability.

CSI – The Reality

Key elements that ensure continuous improvement

Process

Owner

Client Process

Manager Service

Owners

CSI – Model for Improvement

How to maintain the pace?

What is the vision?

Where are we?

Where do we want to be?

How do we get there?

Are we able?

Vision, mission, goals and business objectives

References Assessments

measurable targets

Improvement of services and processes

Measures and Metrics

The CSI Model

©Copyright 2007, Reproduit sous licence d’OGC

CSI – Concepts

The Deming Cycle Suitable for CSI

© Crown Droit d’auteur 2007, Reproduit sous licence d’OGC

Requirements of the "Business"

Demand for New Services

Measurement Services & Processes

External Requirements

Security Requirements

Input

Results of the "Business"

Customer Satisfaction

More Efficient Processes

New Changed Services

Improved Employee Morale

Output

Management Responsibility

Continual Service Improvement

PLANNING CSI

CHECK Monitor, Measure

and Review CSI

DO Implementation CSI

ACT CSI Change

Accord

The Approach

• Define formal agreements (contracts) to become the spearhead future improvements of each process

• Use the operational level agreements (OLA) ITIL ® as a base.

– ITIL ® Definition of OLA: Agreement between a supplier of IT services and another part of the same organization. An OLA supports the delivery of the service provider.

• Name of agreement: Agreement of operational levels of the management of services (SM OLA)

The Approach

• OLA DMs are not primarily based on process documentation but on the key performance indicators (KPI)

• Includes only the standards expected deliverables

– Process modeling, RACI, procedures, roles and responsibilities, etc.

– Improvement initiatives related to meeting the KPI target

• Approval of agreements should include Upper Management (CEO, Directors, Senior VPs)

• Communicate SM OLA approvals throughout the organization and establish an oversight committee

Agreement Clauses

• Term / Conditions of the Agreement

• Amendments / cancellation (using the process of change management plans)

• Authorities

• Related Deliverables

• Performance Indicators / KPIs (including expected targets)

• Responsibilities

• Status reports (via the Committee)

• Risk Management and Quality

• Escalation and Dispute Resolution Procedures

• Financial Commitments

Main clauses found in each SM OLA between the authority of improving

the management of services and the owner / manager of the service

Details of the Agreement

• Duration – One year (or less)

• Termination or change – Follow the process of change management

• Types of Authorities : – Owners and managers of the process – ITSM improvement authorities in the organization – Single Point of Contact (SPOC) of the process and the authority of the

improvement – Senior manager of the owner and / or manager of the process – IT Senior VP – CEO, President, Director

Details of the Agreement

• Deliverables

– Process Models

– RACI Matrix

– Roles and Responsibilities

– ITSM supporting Strategy Tool Improvements

– Improvement Initiatives to achieve KPI Targets

Details of the Agreement

Key Performance Indicator / KPI

KPI Specification Metric Justification

1 Number of incidents resolved vs known errors implemented

Monthly

Number of known errors found and implemented divided by the number of incidents eliminated Objective of the next period: 100

Estimated number of incidents resolved for each known error that have been implemented. This is an indicator of the effectiveness of known errors and the implemented team management problems. Bases related performance to be established (first month of the KPI report 01/01/2012; corresponding standards industry standards / reference and research documented KPIs for the same date (including information ‘data source’ reference)).

Details of the Agreement

• Develop all the documentation related to the achievement of KPIs as stipulated in the agreement.

• Provide metrics and KPI data to the authority of ITSM improvement.

• Dashboard Performance Measurement

• Implemented Initiatives improvements (person, process, and technology) across the organization

• Regular meeting attendances at of the Supervisory Board of OLA SM

• Identify support costs associated with the implementation of continuous improvement (if any)

• Etc.

Responsibilities: Owner and Process Manager (partial list)

Details of the Agreement

• ITSM provides resources, communication services, and training as required.

• Approves all improvements (process models, procedures, structure, governance, technology, etc.)

• Confirms that the SM OLA performance targets have been met

• Coordinates and ensures integration with other ITSM process improvements and business processes.

• Etc.

Responsibilities: ITSM Improvement Authority (partial list)

Note: The authority for ITSM Improvement is responsible for assisting in the

implementation, however, the KPI targets are the responsibility of the owners

and managers of the services.

Surveillance

• Form the OLA SM Monitoring Committee

• Regular monthly meetings

• Attendance requirements: – Owners and service managers holding the approved SM OLA – ITSM Authorities Improvements – Chairing Upper Management Representatives – Subject Matter Expert (SME)

• Standard agenda: – Opening remarks – Review the minutes, the action items – Review the status of SM OLA deliverables – Review the KPIs performance – Closing remarks

Finances

Owners and Service Managers must negotiate the level of effort and resources, costs required to achieve the target performance

measurement

• Process Improvement Specialist

• Customizing the ITSM Tool

• Communication and Education

Achievements

• Accountability Process Improvement is formalized

• Commitment confirmation from High Management

• ITSM improvements are now parts of the business

• They are based on performance metrics (KPI)

• Confirmation of funding for continuous improvement

• Good agreements are guarantors of better relations

And ...

This will raise expectations for improvements and

make them more visible ...

• A practical approach that works

• Is not limited to ITSM processes

• Excellent communication tool

• Generates a need for available resources for monitoring

• Earlier start of the renegotiation process

Doing this,

you can "Sale" your way

on the right track ...

Conclusion