Page 390 - ITIL® Foundation 3.15

The Seven-step Improvement Process
1. Identify the strategy for improvement (What should you measure). Step 1 involves the identification of a strategy for improvement. This includes the understanding of customer vision, mission, goals and objectives. You should recognize this as also part of the CSI Approach. Organizations must identify an improvement strategy that correlates with their customer’s strategy and expectations at all levels (strategic, tactical, and operational).
2. Define what you will measure - During service design, new services should have measurements defined and built into the it so that the actual performance within the live environment can be graded against the expected performance.
3. Gather the data - Defined within this step will be repeatable activities so that data is comparable from one measurement period to the next. Quantitative raw facts will to be recorded in a consistent manner.
4. Process the data - Data is organized to be readable and comparable. Any data deemed a key performance indicator, or relating to a critical success factor will have been identified and tagged appropriately. This codification activity aligns like data to like data.
5. Analyze the information and data - Moving from data to information to knowledge increases the value of these metrics in allowing a “well- informed” decision. Careful attention must be paid to this data-set to ensure that gaps, flaws, or inconsistencies are identified and documented.
6. Present and use the information - Analyzed data is to be presented to owners, managers, and practitioners in order to allow decisions to be made that affect the ongoing operation of the business. Emphasis should be placed upon the formatting of these reports to achieve the level of detail required by the specific audience.
7. Implement improvements - The collected and presented data will have identified underperforming, or improve-able areas and allow decisions to be made regarding whether the improvements are required.
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