Page 389 - ITIL® Foundation 3.15

The Seven-step Improvement Process
The seven-step improvement process provides a formal structure for defining, analyzing, and using metrics to improve both services and service management processes. It provides the framework to ensure that the data being collected (and the resulting metrics) are actually aligned with the goals of the organization. By ensuring that the metrics being used have a purpose that is in alignment, organizations can avoid individuals who define metrics on the basis of what will make them individually (or their individual project) look good instead of identifying underperforming areas where improvement is needed.
The seven-step improvement process activities occur in a spiral pattern. Each round of activity should set up the next round to improve even more on the organizations ability to reach defined goals. The process itself should also see improvement in the ability to standardize (normalize) the activities within the culture of the organization.
Wisdom
1.Iden/fy the strategy for improvement
• Vision • Business need • Strategy • Tac/cal goals • Opera/onal goals
2. Define what you will
Data
measure

PLAN
7. Implement improvement
6. Present and use the informa/on
• Assessment summary • Ac/on plans
• Etc.
Knowledge
ACT DO
CHECK
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Informa/on
3. Gather the data • Who? How? When? • Criteria to evaluate integrity of data • Opera/onal goals • Service measurement
4. Process the data • Frequency? • Format? • Tools and systems? • Accuracy?
5. Analyse the informa/on and data
• Trends?
• Targets? • Improvements required?
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Wisdom
Data
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