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Thursday, December 29, 2011

The Continual Service Improvement model

The Continual Service Improvement model can be applied to any improvement plan. The model consists of six steps as shown below:

Step 1: Clarify the vision, taking into account both the business and IT vision, mission, goal and objectives, and ensuring that everyone has a common understanding. Visions are aspirational and represent a desired state.
Step 2: Assess the current situation and establish a baseline of exactly where the organisation is currently. This can be challenging and there is a need to be honest, which is why external input can be useful.
Step 3: Define steps towards the vision based on priorities for improvement and setting measurable targets. It is usually impossible to leap from wherever you currently are direct to the state represented by the vision.
Step 4: Document an improvement plan, using service and process improvement techniques.
Step 5: Monitor achievements, making use of appropriate measures and metrics as defined earlier.
Step 6: Maintain the momentum by ensuring that improvements are embedded and looking for further improvement opportunities.

Delivering improvements

A key to successful improvement is measurement. CSI advocates the use of industry approaches such as the Deming ‘Plan—Do—Check—Act’ model and a process known as the ‘Seven-step Improvement Process’. We will be covering both of these aspects at a later stage in detail.

Prev: Goals, Purpose and Objectives of Continual Service Improvement

Next: Introduction to Service Portfolio Management

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