41. ITIL | seven step improvement process

This ITIL foundation tutorial video explains about the seven step improvement process of continuous service improvement.
The seven step process is the vital process of continuous service improvement, CSI.
It enables an organizational resource to identify and understand which process and function of their service operations needs major enhancement.
The purpose of the seven step improvement process is to define and manage the steps needed to identify, define, gather, process, analyze, present and implement improvements.
Now we will look into each step in detail.
First step of seven step improvement process is, Identify the strategy for improvement
Before an improvement plan is executed it is really necessary to understand the need for improvement.
In this stage,
A thorough understanding of business objectives are carried
Areas of enhancements are identified.
All the information related to what all services need to be measured is gathered
This data is then fed into the CSI improvement plan cycle.
Second step is, to define what you measure.
CSI conducts gap analysis to identify the opportunities for improvement.
One can find out the areas to measure by knowing the new service level requirement, available funds and IT capabilities.
Third step is, to gather the data
After defining what needs to be measured, data is gathered according to the goals and objectives of service operation.
Monitoring should be in place to get the raw quantitative data.
The quality of data is critical and it can be gathered through either manual or automatic.
Fourth step is to process the data
Once the data is gathered, it will be processed to get the desired information.
Critical Success Factor and Key Performance Indicators plays a vital role in processing the data.
The raw data is organized and divided according to its categories and operation, which makes it easy to process and transform the data into information.
Fifth step is, to analyze the information
After deriving the required information from the raw data, it is carefully analyzed to find missing gaps and its impact on business.
The information is thoroughly evaluated taking into consideration all relevant, internal and external factors that can directly or indirectly impact the data.
The information is converted into knowledge or facts.
Sixth step is, present and use the information.
The analyzed data is shared with the business stakeholders in a clear and defined manner, presenting them an accurate picture of the results of the improvement plan that is implemented.
CSI works closely with senior management and assist them to make strategic decisions and determine the next step to optimize and improve the service.
Final step is to implement the corrective activities.
As CSI has identified the areas that need a change, solutions and remedial plans are communicated to the management to improve the service.
A change, thus implemented for the improvement, sets a new baseline and the cycle begins again.

Видео 41. ITIL | seven step improvement process канала Kavin Kumar