The continuous improvement model focuses on customer value and ensures that all improvement initiatives are linked to the organization's vision. The model is applicable to very small initiatives, such as the improvement of services or operations, but also to organizational changes. ITIL 4 defines the discipline of continuous service improvement as a general management practice and has renamed it Continuous Improvement. This practice of continuous improvement is very much in line with the activities of the CSI processes, as described on this page.
The continuous improvement management practice of ITIL 4 (remember that it was continuous improvement of services (CSI) in ITIL v3, is a recurring organizational activity that is carried out at all levels to ensure that the performance and results of an organization are always aligned with the changing expectations of stakeholders. It is a fundamental part of the ITIL 4 Service Value System (SVS) because, if used effectively, it will allow your IT organization to adapt and adapt to business needs, being more proactive in anticipating future trends and optimizing services, operational performance and results. This publication discusses how to incorporate the continuous improvement practices of ITIL 4 into your daily IT service delivery and support environment and offers 5 useful tips. One of my favorite aspects of ITIL 4 is the expansion of the guiding principles of the publication ITIL Practitioner, and the principle of “start where you are” is key to continuous improvement.
One aspect of continuous improvement that differentiates it from most other ITIL 4 management practices is the focus on proactive activities as well as on daily work. Continuous improvement isn't just about solving current weaknesses, it's also about looking more to the future and seeking strategic improvements over time. What does that mean? In short, it's time to be proactive. Continuous improvement is a key component of the ITIL Service Value System (SVS).
It is a recurring activity that is carried out at all levels of an organization, ensuring that performance continuously meets the expectations of stakeholders, even as the needs for results evolve and change. The purpose of continuous improvement is to ensure that the service and product remain aligned with the business on an ongoing basis. This requires visibility of the service environment in its entirety, since the overall improvement is the result of improvements made at all levels. That is, people, processes, suppliers, IT infrastructure, software applications, etc.
With the help of these processes in CSI, current and future business performance requirements can be met by monitoring and analyzing service delivery. It also allows you to continuously assess the current situation compared to business needs. The organization achieves the ability to identify opportunities to improve the delivery of services to customers. CSI's reach is identified with the analysis of the performance and capabilities of service processes across the lifecycle, partners and technology.
The objective is to define and manage the steps necessary to identify, define, collect, process, analyze, present and implement the improvements. The operation of the service would also be responsible for taking the data from the components and processing it in the format that would provide a better comprehensive view of the achievements of the service. Continuous improvement uses the continuous improvement model shown below, which provides the necessary approach for continuous improvement, which applies to the SVS in its entirety. The operation of the service provides information on what can be measured and processed in logical clusters, in addition to processing the data itself.
Data is also often placed in a format that provides a comprehensive view of the overall performance of a service. Well, you've already started looking for areas to improve, to identify current weaknesses and you're starting to get a list of actions. Next, create your list of improvement actions, including a high-level priority and some notes on deadlines. In these cases, it is necessary to involve the relevant people and provide appropriate feedback to make improvements for the future.
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