Continual Service Improvement

Continual Service Improvement forms the fifth and final ITIL publication. It provides guidance on creating and maintaining IT service value for customers. It assesses and maintains IT services by a process of quality improvement. One popular method of continuous Service Improvement is the use of the Deming Wheel.

Determine where your problems (and your opportunities) lie. Start small in one area/ You will have plenty of low hanging fruit but resist using a shotgun approach. Be aware that multiple concurrent projects can distort your statistical analysis and contribute to invalid conclusions. Once you have identified a project, establish a small focused group, use cause and effect diagrams, flowcharting and other established methods to define the obstacles and plan the changes. Base line the current state performance while planning.
This is the implementation phase. Often it is best to implement the change in one area as a test, when the solution is verified then apply it across a wider area. Often conflicts will surface at this stage; resolve them before proceeding.
Verify improvement and check for introduced problems. Introduced problems resulting from the changes could be in the same area or even a different department.
Once verified, fully implement the changes and continually verify the results until certain the results are repeatable and sustainable. Standardize the new process changes.