{"id":6831,"date":"2017-01-10T11:00:12","date_gmt":"2017-01-10T11:00:12","guid":{"rendered":"http:\/\/www.markwilson.co.uk\/blog\/?p=6831"},"modified":"2017-01-10T21:46:13","modified_gmt":"2017-01-10T21:46:13","slug":"preparation-notes-itil-foundation-exam-part-6-continual-service-improvement","status":"publish","type":"post","link":"https:\/\/www.markwilson.co.uk\/blog\/2017\/01\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm","title":{"rendered":"Preparation notes for ITIL Foundation exam: Part 6 (continual service improvement)"},"content":{"rendered":"<p>Last month I started a series of preparation notes as I study for my <a href=\"https:\/\/www.axelos.com\/certifications\/itil-certifications\/itil-foundation-level\">IT Infrastructure Library (ITIL\u00ae) Foundation certification<\/a>:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.markwilson.co.uk\/blog\/2016\/12\/preparation-notes-for-itil-foundation-exam-part-1-overviewintroduction.htm\">Part 1 was an overview\/introduction<\/a>.<\/li>\n<li><a href=\"https:\/\/www.markwilson.co.uk\/blog\/2016\/12\/preparation-notes-for-itil-foundation-exam-part-2-service-strategy.htm\">Part 2 covered service strategy<\/a>.<\/li>\n<li><a href=\"https:\/\/www.markwilson.co.uk\/blog\/2017\/01\/preparation-notes-itil-foundation-exam-part-3-service-design.htm\">Part 3 covered service design<\/a>.<\/li>\n<li><a href=\"https:\/\/www.markwilson.co.uk\/blog\/2017\/01\/preparation-notes-itil-foundation-exam-part-4-service-transition.htm\">Part 4 looked at service transition<\/a>.<\/li>\n<li><a href=\"https:\/\/www.markwilson.co.uk\/blog\/2017\/01\/preparation-notes-itil-foundation-exam-part-5-service-operations.htm\">Part 5 was concerned with service operation<\/a>.<\/li>\n<\/ul>\n<p>This post continues by looking at the topic of the fifth and final stage in the ITIL service lifecycle: continual service improvement (CSI).<\/p>\n<h3>Continual Service Improvement<\/h3>\n<p>Generally, the performance of a service can be improved upon &#8211; that&#8217;s where CSI comes in:<\/p>\n<blockquote><p>&#8220;Focuses on increasing the efficiency, maximising the effectiveness and optimising the cost of services and the underlying ITSM processes.&#8221;<\/p><\/blockquote>\n<p>Terms:<\/p>\n<ul type=\"disc\">\n<li><a href=\"https:\/\/www.kaizen.com\/about-us\/definition-of-kaizen.html\">Kaizen<\/a>:\n<ul>\n<li>Japanese term that means continuous improvement (literally, &#8220;change good&#8221;). Small steps.<\/li>\n<\/ul>\n<\/li>\n<li>IT Governance:\n<ul>\n<li>Defining expectations, assign power, verify performance. Has everything been done that should be.<\/li>\n<li>Enterprise (business); Corporate (regulatory); IT (management, rules, regulations and framework of IT department).<\/li>\n<\/ul>\n<\/li>\n<li>CSI register:\n<ul>\n<li>Database\/record of improvement opportunities. Part of the Service Knowledge Management System (SKMS).<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<blockquote><p>&#8220;If you can&#8217;t describe what you&#8217;re doing as a process, you don&#8217;t know what you&#8217;re doing&#8221; [<a href=\"https:\/\/www.brainyquote.com\/quotes\/quotes\/w\/wedwardsd133510.html\">William Edwards Deming<\/a>]<\/p><\/blockquote>\n<p>Seven Step Improvement Process:<\/p>\n<ol type=\"1\">\n<li value=\"1\">Identify the strategy for improvement.<\/li>\n<li>Define what you will measure. (Because you can&#8217;t control what you can&#8217;t measure!)<\/li>\n<li>Gather the data.<\/li>\n<li>Process the data. Turn it into information.<\/li>\n<li>Analyse the information and data. Identify actions.<\/li>\n<li>Present and use the information. Changes to be made.<\/li>\n<li>Implement improvement.<\/li>\n<\/ol>\n<p>Deming cycle (actually <a href=\"https:\/\/en.wikipedia.org\/wiki\/W._Edwards_Deming\">it&#8217;s not Deming&#8217;s work<\/a> &#8211; but he&#8217;s often credited):<\/p>\n<ul type=\"disc\">\n<li>Plan.<\/li>\n<li>Do.<\/li>\n<li>Check. On progress.<\/li>\n<li>Act. Maybe need another iteration\u2026<\/li>\n<\/ul>\n<p>The CSI Approach:<\/p>\n<ol type=\"1\">\n<li value=\"1\">What is the vision? Business goals, etc.<\/li>\n<li>Where are we now? Establish baselines.<\/li>\n<li>Where do we want to be? Set target (measurable).<\/li>\n<li>How do we get there? Process improvement &#8211; gap analysis, defined goals.<\/li>\n<li>Did we get there? Measure and check metrics.<\/li>\n<li>How do we keep up the momentum? Look to go around again\u2026<\/li>\n<\/ol>\n<h3>Wrap-up<\/h3>\n<p>That&#8217;s the end of this series &#8211; by the time you read this, I&#8217;ll be on my way to the exam testing centre&#8230;<\/p>\n<p>40 questions, multiple choice, 60 minutes. \u00a3168.<\/p>\n<p>Fingers crossed, creating these notes will help me &#8211; and I hope they help you out too.<\/p>\n<p>These notes were written and published prior to sitting the exam (so this post doesn\u2019t breach any NDA). They are intended as an aid and no guarantee is given or implied as to their suitability for others hoping to pass the exam.<\/p>\n<p><em>ITIL\u00ae is a registered trademark of Axelos limited.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last month I started a series of preparation notes as I study for my IT Infrastructure Library (ITIL\u00ae) Foundation certification: Part 1 was an overview\/introduction. Part 2 covered service strategy. Part 3 covered service design. Part 4 looked at service transition. Part 5 was concerned with service operation. This post continues by looking at the &hellip; <a href=\"https:\/\/www.markwilson.co.uk\/blog\/2017\/01\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Preparation notes for ITIL Foundation exam: Part 6 (continual service improvement)<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_exactmetrics_skip_tracking":false,"_exactmetrics_sitenote_active":false,"_exactmetrics_sitenote_note":"","_exactmetrics_sitenote_category":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[218],"tags":[635,637,636],"class_list":["post-6831","post","type-post","status-publish","format-standard","hentry","category-technology","tag-it-service-management","tag-itil","tag-service-architecture"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Preparation notes for ITIL Foundation exam: Part 6 (continual service improvement) - markwilson.it<\/title>\n<meta name=\"description\" content=\"Part 6 of a series of blog posts covering ITIL topics as I study for my ITIL Foundation certification. This final post covers continual service improvement.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.markwilson.co.uk\/blog\/2017\/01\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Preparation notes for ITIL Foundation exam: Part 6 (continual service improvement) - markwilson.it\" \/>\n<meta property=\"og:description\" content=\"Part 6 of a series of blog posts covering ITIL topics as I study for my ITIL Foundation certification. This final post covers continual service improvement.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.markwilson.co.uk\/blog\/2017\/01\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm\" \/>\n<meta property=\"og:site_name\" content=\"markwilson.it\" \/>\n<meta property=\"article:published_time\" content=\"2017-01-10T11:00:12+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2017-01-10T21:46:13+00:00\" \/>\n<meta name=\"author\" content=\"Mark Wilson\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@markwilsonit\" \/>\n<meta name=\"twitter:site\" content=\"@markwilsonit\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark Wilson\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2017\\\/01\\\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2017\\\/01\\\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm\"},\"author\":{\"name\":\"Mark Wilson\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#\\\/schema\\\/person\\\/98f61365e7c39d6be942174b8c4de468\"},\"headline\":\"Preparation notes for ITIL Foundation exam: Part 6 (continual service improvement)\",\"datePublished\":\"2017-01-10T11:00:12+00:00\",\"dateModified\":\"2017-01-10T21:46:13+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2017\\\/01\\\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm\"},\"wordCount\":427,\"commentCount\":1,\"publisher\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#\\\/schema\\\/person\\\/98f61365e7c39d6be942174b8c4de468\"},\"keywords\":[\"IT Service Management\",\"ITIL\",\"Service Architecture\"],\"articleSection\":[\"Technology\"],\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2017\\\/01\\\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2017\\\/01\\\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm\",\"url\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/2017\\\/01\\\/preparation-notes-itil-foundation-exam-part-6-continual-service-improvement.htm\",\"name\":\"Preparation notes for ITIL Foundation exam: Part 6 (continual service improvement) - markwilson.it\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.markwilson.co.uk\\\/blog\\\/#website\"},\"datePublished\":\"2017-01-10T11:00:12+00:00\",\"dateModified\":\"2017-01-10T21:46:13+00:00\",\"description\":\"Part 6 of a series of blog posts covering ITIL topics as I study for my ITIL Foundation certification. 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Until last month* my entire knowledge of IT Service Management came from watching Karl McCarthy present at the Northampton branch of the BCS, which does leave me wondering about the value of LinkedIn endorsements... ...still,\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":6712,"url":"https:\/\/www.markwilson.co.uk\/blog\/2016\/12\/preparation-notes-for-itil-foundation-exam-part-1-overviewintroduction.htm","url_meta":{"origin":6831,"position":1},"title":"Preparation notes for ITIL Foundation exam: Part 1 (overview\/introduction)","author":"Mark Wilson","date":"Tuesday 6 December 2016","format":false,"excerpt":"Being able to \"talk service\" is an important part of the role of an IT architect so I'm currently studying for my IT Infrastructure Library (ITIL\u00ae) Foundation certification. At the time of writing, I haven\u2019t yet sat the exam (so this post doesn\u2019t breach any NDA) but the notes that\u2026","rel":"","context":"In &quot;Technology&quot;","block_context":{"text":"Technology","link":"https:\/\/www.markwilson.co.uk\/blog\/topic\/technology"},"img":{"alt_text":"ITIL v3 lifecycle","src":"https:\/\/i0.wp.com\/www.markwilson.co.uk\/blog\/images\/itil-v3-lifecycle.jpg?resize=350%2C200&ssl=1","width":350,"height":200},"classes":[]},{"id":6745,"url":"https:\/\/www.markwilson.co.uk\/blog\/2016\/12\/preparation-notes-for-itil-foundation-exam-part-2-service-strategy.htm","url_meta":{"origin":6831,"position":2},"title":"Preparation notes for ITIL Foundation exam: Part 2 (service strategy)","author":"Mark Wilson","date":"Monday 12 December 2016","format":false,"excerpt":"A few days ago I published the first in a series of preparation notes as I study for my IT Infrastructure Library (ITIL\u00ae) Foundation certification. Part 1 was an overview\/introduction. 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