Service Strategy
Service Design
Service Transition
Service Operation
Service Improvement

ITIL Glossary



To ensure continual improvements to IT Service Management Processes and IT Services.

Processes (3 Procesess) SS7

Service Measurement
Service Level Management
7 Steps to Continual Service Improvements

Service Measurement

Metrics - Something that can be measured in terms of numbers

Baseline - A Starting Point can be used for later comparison

Reasons to Monitor

Validate: Are we supporting the strategy and vision?

Direct: Based on factual data, can people be guided to change behavior?

Justify: Do we have the right targets and metrics?

Intervene: Take corrective actions for improving opportunities?

SMART (Specific, Measurable, Attainable, Repeatable, Timely)

3 Types of Metrics

Technology: Associated with components
Service: End to End services
Process: Captured in form of KPIs (Key Performance Indicators)

CSI Improvement Model

What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
How do we keep momentum going?

CSI 7 Model (IDG PAPI)

1. Identify the Strategy for Improvement
2. Define what we can measure
3. Gather the data (Who, How, When, Integrity of Data)
4. Process the data (Frequency, Format)
5. Analyze the data (Relations, Trends)
6. Present and use the information (Summary)
7. Implement corrective actions

SLM (Evaluate SLM to see what can be improved)



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