Join Mark Thomas for an in-depth discussion in this video Seven-step improvement process, part of Cert Prep: ITIL Foundations.
- Improvement efforts cost us money, therefore we have to have, basically, justification with specific business requirements and outcomes to help us, you know, get approvals and look at why are we actually investing in some of the improvement stuff. So, the seven step improvement process helps us look at some specific things around those improvements. So it helps us seek out opportunities for improvement in services, process, tools, throughout the whole CSI scope, helps us reduce cost, helps us manage measurements essentially this is really telling us how we collect and how we can manage data for this and ensure the alignment between the service achievements and our business requirements.
So, it's the steps needed to identify, define, gather, process, analyze all the information we need to be able to make those improvements. So let's take a look at what the seven steps of the process are. You might notice something about these seven steps, you might recognize these right here plan, do, check, act. Remember those as being part of what? The Deming model, so the seven steps is really a further breakdown of the Deming model for us. So if you remember what talked about on the Deming model this should be pretty easy for you to really remember this thing.
So, number one identify the strategy for improvement. What's the vision, what's the business overall goals and objectives here and to find what you will measure. So, this is gonna be basically identify through service strategy, service design, where do we want to be will help us identify what pieces are important to measure. We go into the do phase, gather the data, so when we are gathering the information and the data, gather from multiple sources based on the goals and objectives and what we want to accomplish, primary, secondary data, right? You make sure you get some good information you process that, you gain an understanding of what that data is with critical success factors and with key performance indicators in mind, standardize the data from all these multiple sources so that you can make it a little more useable and presentable, okay? You analyze it, look for trends and then you present the information to the stake holders or the intended audience.
And then once you get those approvals, you implement that improvement. So, essentially what we are talking about here is a more in-depth description of the Deming model, of plan, do, check, act. So, I've got another view of this that might be helpful for you if you like it from a visual standpoint, it gives you more of a flow look at this. We've got the plan, do, check, act in the middle And then we've got the seven steps identify the strategy for improvement, we've talked about the vision, business needs and so on, define what will you measure, goes into gathering the data, process the data, analyze, present it and implement.
So, in a way, it gives you a pretty good, just a good background on how you might be able to leverage the model using plan, do, check act. That's the CSI seven step improvement process.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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