Page 379 - ITIL® Foundation 3.15

Deming Wheel/Cycle (Plan-Do-Check-Act) - (Continual Service Improvement). A four-stage cycle for Process management, attributed to Edward Deming. PLAN: Design or revise Processes that support the IT Services. DO: Implement the Plan and manage the Processes. CHECK: Measure the Processes and IT Services, compare with Objectives and produce reports. ACT: Plan and implement Changes to improve the Processes.
Balanced Scorecard - (Continual Service Improvement) A management tool developed by Drs. Robert Kaplan (Harvard Business School) and David Norton. A Balanced Scorecard enables a Strategy to be broken down into Key Performance Indicators. Performance against the KPIs is used to demonstrate how well the Strategy is being achieved. A Balanced Scorecard has four major areas, each of which has a small number of KPIs. The same four areas are considered at different levels of detail throughout the Organization.
SWOT Analysis - (Continual Service Improvement) A technique that reviews and analyses the internal strengths and weaknesses of an Organization and of the external opportunities and threats that it faces. SWOT stands for Strengths, Weaknesses, Opportunities and Threats.
Qualitative - pertaining to or concerned with distinctions based upon quality or qualitities. Qualitative metrics generally should be viewed over a timeline.
Quantitative - of or pertaining to the describing of measuring of quanitity.
Benchmark - (Continual Service Improvement). The recorded state of something at a specific point in time. A Benchmark can be created for a Configuration, a Process, or any other set of data. For example, a benchmark can be used in: Continual Service Improvement, to establish the current state for managing improvements: Capacity Management, to document performance characteristics during normal operations.
Benchmarking - (Continual Service Improvement) Comparing a Benchmark with a Baseline or with Best Practice. The term Benchmarking is also used to mean creating a series of Benchmarks over time, and comparing the results to measure progress or improvement.
Metric - (Continual Service Improvement) Something that is measured and reported to help manage a Process, IT Service or Activity. See also KPI.
Key Performance Indicator (KPI) - (Service design) (Continual Service Improvement). A Metric that is used to help manage a Process, IT Service or Activity. Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the Process, IT Service or Activity. KPIs should be selected to ensure that Efficiency, Effectiveness, and Cost Effectiveness are all managed. See also Critical Success Factor.
Critical Success Factor (CSF) - Something that must happen if a Process, Project, Plan, or IT Service is to succeed. KPIs are used to measure the achievement of each CSF. For example a CSF of ‘protect IT Services when making Changes’ could be measured by KPIs such as ‘percentage reduction of unsuccessful Changes’, ‘percentage reduction in Changes causing Incidents’, etc.
CSI Register - A database or structured document used to record and manage improvement throughout the lifecycle.
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