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| Process Templates ITSM Process Library Implementation Kits Role Descriptions Academic Initiative | ||
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ITSM Processes of Continual Service Improvement
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from our series "Processes of IT Service Management" |
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and thus accelerates your project remarkably and saves costs also (especially external consulting costs). |
Saving hint: complete package (all 5 process collections) with 20% price advantage
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The purpose of this ebook is not provision of theoretical knowledge but shows the experience of numerous implementations of process oriented IT Service Management from practice. From the perspective of the ITIL® standard all subtopics have more or less the same priority - practice shows a different picture. We have built our process library described in this publication exactly to practical considerations, practical relevance has the primary focus.
Each process is described by
The glossary at the end of the document outlines detailed descriptions of
and provides checklists to key topics. |
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And now i wish you a fruitful and interesting reading!
Sincerely yours
Dipl.-Ing. Walter Abel
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Copyright, trademarks and property rights
"Signavio" and "Signavio Process Manager" are trademarks of Signavio Gmbh, Kurfürstenstraße 111, D-10787 Berlin "ARIS" is a trademark of Software AG, Uhlandstrasse 12, D-64297 Darmstadt "ITIL®" is a registered trademark of AXELOS Limited "ITSM Process Library" is a trademark of Dipl.-Ing. Walter Abel Management Consulting, Hauptplatz 34/8A, A-2070 Retz
1 Content
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2 The novelties within the ITIL® V3 revision 2011Since the publication of the ITIL® V3 more than 500 improvement proposals (changes and completion) for the roles, processes and interfaces have been provided from the users and the training organizations as well. This has been major input for the description of the IT Service life cycle. Requirements from the Sarbanes-Oxley Act (SOX) have been added thus providing improved transparency of the processes. Outsourcing and cloud strategies have been requiring enhanced security management with tightened control and documentation duties.
Roles, interfaces, inputs and outputs have been harmonized within the five publications, errors and inconsistencies in text and graphics have been removed. Hence the edition 2011 is more easy to read, control, translate, implement and communicate.
The changes in detail
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Process Responsible |
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Process Content |
First level processes for the 7 steps continual improvement. |
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Process Goal |
IT services regularly improved in a closed, controlled loop. |
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ISO20000 relevant |
yes |
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ISO9000 relevant |
yes |
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no |
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Involved Organizational Units and Roles
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Improvement Management and Reporting processes the portfolio of improvement initiatives for the detected improvement potentials and problem areas regarding their mutual dependencies. Furthermore it informs the other functions of IT Service Management about progress and results.
This contains basically the following sub processes:
This process group has been part of the previous version of the underlying ITIL®-standard.
In the following paragraphs the sub processes of this process group are described in detail.
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4.3.3.3 Management of Improvement Activities
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Process Details |
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Process Content |
Implementation of initiatives for realization of detected improvement potentials. |
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Process Goal |
Goal oriented realized improvement activities of the IT Service Management according to planning. |
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Process Flow CSI Project Report (Start Message Event) Organizational Unit Continual Service Improvement Manager Data Objects
Check for necessary modifications of CSI Register (Task) Based upon the feedback from the CSI initiatives the necessity of adaptions of project planning respective corrective interventions in a CSI initiative is checked. Organizational Unit Continual Service Improvement Manager Data Objects
Type of modification (Inclusive Gateway) Organizational Unit Continual Service Improvement Manager
No modifications of CSI Register (End Event) Organizational Unit Continual Service Improvement Manager Glossary Item CSI Register (Dokument)
Check for feasible acceleration (Task) In case of project delay feasible activities for acceleration are checked. Organizational Unit Continual Service Improvement Manager Additional Participants
Acceleration feasible? (Data Based Exclusive Gateway) Organizational Unit Continual Service Improvement Manager
Impact to budget? (Data Based Exclusive Gateway) Organizational Unit Continual Service Improvement Manager
Perform acceleration activities (Task) Feasible activities for acceleration are performed. Organizational Unit Continual Service Improvement Manager Additional Participants
Actualize project schedule (Task) The schedule of the CSI initiative as part of the CSI Register is actualized. Organizational Unit Continual Service Improvement Manager
Check for budget exceedance (Task) In case of cost shifts during execution of the CSI initiative a potential exceedance of the total budget of the CSI initiative is checked. Organizational Unit Continual Service Improvement Manager
Exceedance of total budget? (Data Based Exclusive Gateway) Organizational Unit Continual Service Improvement Manager
Initiate budgetary activities (Task) In case of a detected potential exceedance of the total budget of the CSI initiative according budgetary activities are initiated. They might be invoking of cost reduction potentials, allocation of additional budgets and even a cancellation of the project. Organizational Unit Continual Service Improvement Manager Additional Participants
Cancel project? (Data Based Exclusive Gateway) Organizational Unit Continual Service Improvement Manager
Document project cancellation (Task) The cancellation of the CSI initiative due to an imminent or actual exceedance of the budget is documented. Organizational Unit Continual Service Improvement Manager
Update CSI Register (Task) The register of CSI initiatives (pipeline of CSI initiatives) is actualized. Organizational Unit Continual Service Improvement Manager
Inform involved parties (Task) The parties concerned by the cancellation of the CSI initiative are informed immediately. Organizational Unit Continual Service Improvement Manager
Actualize Cost Planning (Task) The cost planning of the CSI initiative as part of the CSI Register is actualized. Organizational Unit Continual Service Improvement Manager Additional Participants
Actualize CSI Register (Task) All actualizing modifications of the CSI initiative planning are collected in a reworked version of the CSI Register. Organizational Unit Continual Service Improvement Manager
Communicate CSI Register (Task) The CSI Register is communicated to the involved parties according to distribution list. Organizational Unit Continual Service Improvement Manager
CSI Register communicated (End Message Event) Organizational Unit Continual Service Improvement Manager Glossary Item CSI Register (Dokument)
Create CSI Project Report (Task) The actualized CSI project report is created.. Organizational Unit Continual Service Improvement Manager Additional Participants Data Objects
Communicate CSI Project Report (Task) The CSI project report is communicated to the involved parties according to distribution list. Organizational Unit Continual Service Improvement Manager Additional Participants
CSI Project Report communicated (End Message Event) Organizational Unit Continual Service Improvement Manager
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5 Glossary5.1 Process Documents in Continual Service Improvement
Availability Management Report The Availability Management Report informs the other IT Service Management functions about the actual and planned availability of IT Services and IT Infrastructure. Applicable Documents Checklist Availability Reporting
The Capacity Management Report contains all relevant information about usage and performance of the IT Services and IT Infrastructure. Applicable Documents Checklist Capacity Reporting
The Change Management Report informs all IT Service Management Disciplines about the status of actual and planned changes and the results of the post implementation reviews and the derived improvement and optimization proposals.
Change Models define the content and the procedure for Standard Changes. These are pre-approved Changes with low risk.
Change Request for Process Architecture A Request for Modification of the Process Architecture is placed to the process management in case the implementation or modification of an IT Service is not possible or causes a reduction of quality standards based upon the actual Process Architecture.
Change Proposal for IT Service The Change Proposal for IT Service describes a proposed major Change, e.g. the implementation of a new IT Service or major modifications of an existing IT Service. It is communicated for evaluation of feasibility, risks and effects of the implementation prior to starting design activities.
The Change Record is based upon the Request for Change and documents the complete life cycle of a change.
Configuration Items are the operating resources of the IT Services in general. They are maintained within the Configuration Management Database (CMDB) as part of the Configuration Management System.
The Continual Service Improvement Register (CSI Register) is the basis for all potentials and initiatives for the improvement of the service quality over the service life cycle. In the cyclic CSI Register all activities to improve the service quality are documented. Applicable Documents Checklist CSI Register
The Improvement Report provides information about planning and results of Continual Service Improvement to the other IT Service Management functions. It contains planned, actually executed and since the last report finished service- and process improvement activities and their expected respective achieved results. Furthermore proposals for future additional service improvement activities are provided.
The Incident Management Report informs all involved IT Service Management functions about occurred incidents and their elimination. Applicable Documents Checklist Incident Reporting
Message by an IT Service Consumer or an IT employee about a recognized malfunction of an IT system or an IT system component.
The Incident Record contains all information about an incidents over its lifecycle. Typically it is documented in the Service Desk System. Applicable Documents Checklist Incident Record
The IT Budget is a rolling business period related financial plan containing a prognosis of expenses and revenues to be expected for the IT Organization. Within the IT Budget funds are allocated to the processes of the IT Service Management respective to the organizational units of the IT Service Provider.
A Known Error is a problem whose cause is known and documented including a documented Workaround (as far as available).
The Operational Level Agreement provides an internal contract between the IT Service Provider and another part of the IT Organization regarding the provision of an IT Service Contribution. It defines besides others:
Applicable Documents Checklist Operational Level Agreement
The Problem Management Report informs all involved IT Service Management functions about open problems and problems in process and the related solutions and Workarounds.
The Problem Record contains all information of a problem over ist lifecycle. Typically it is documented in the Service Desk System. Applicable Documents Checklist Problem Record
The Process Architecture documents the process landscape of the IT Service Provider with all interfaces and process performance indicators to ensure friction free collaboration of all processes.
The Process Design describes a process in total with
Process designs follow the requirements of the Process Architecture and the process management.
The Process Evaluation Report documents the results of the process evaluation reviews with (as appropriate):
The Process Performance Report documents the values for the performance indicators defined for the process on a periodical basis compared with the defined goals.
Recommendation for Process Quality Improvement Trigger for the optimization of the quality of IT Processes as input for the process review.
Recommendation for Service Quality Improvement Trigger for the optimization of the quality of IT Services and IT Infrastructure services by changes in as input for the service review.
The Request for Change is a formal request to perform a change required for all types of change not defined as release free standard change. Applicable Documents Checklist Request for Change
The Service Catalogue is the part of the Service Portfolio visible for the IT Service Consumers. It contains a complete listing of all active IT Services of the IT Service Provider including those released for deployment. Applicable Documents Checklist Service Catalogue
A Service Contribution is a necessary part of the provision of an IT Service (business service), normally IT Basic or Infrastructure Services necessary to fulfill the Service Level Arrangements of the IT Services part of which they are.
The Service Design Package describes the requirements to the development of IT Services based upon Service Level Requirements. It contains the requirements from the customer's perspective and describes how they will be realized from technical and organizational perspective. Applicable Documents Checklist Service Design Package
The Service Documentation contains the complete description of the IT Services including all documentation needed for operation, maintenance and further development. This includes besides others:
The Service Landscape documents the relations between business services and IT Services at one hand and the relations between IT Services and IT Infrastructure at the other hand. Thus it assures the logical link from business service down to Configuration Items.
Furthermore it is the basis of a holistic risk management for the IT Services with the aspects:
The Service Level Agreement defines the mutual contractual requirements regarding the IT Service. This contains besides others:
Applicable Documents Checklist Service Level Agreement
The Service Level Report informs about the agreed service quality of the IT Service Provider respective Suppliers comparing the agreed and achieved Service Levels. The report furthermore provides information about the utilization of the IT Services, ongoing activities for service improvement and extraordinary occurrences. Applicable Documents Checklist Service Level Report
The Service Level Requirement contains all requirements to an IT Service from the business perspective of the IT Service Consumer. It defines besides others:
During service design the Service Level Requirement is the basis for the service contract and the Service Level Agreement. Applicable Documents Checklist Service Level Requirement
Service Level Arrangements cover all service level relevant agreements and contracts: The Service Portfolio contains a complete listing of all IT Services of the IT Service Provider:
Visible for the IT Service Consumer is the Service Catalogue as subset of the Service Portfolio. Not visible for the IT Service Consumer are:
Applicable Documents Checklist Service Portfolio
Request from an IT Service Consumer or from an IT employee for:
The Service Evaluation Report documents the results of the service evaluation reviews with
Systematic, cyclic and operationalized long range planning of the goals of the IT Service Provider and for the IT Services.
A Standard Change is a low risk recurring change, which does not need a explicit release by the Change Manager being generally released. Each standard change is described in a Change Model.
An Underpinning Contract is a contract between the IT Service Provider and an external service Supplier about the delivery of IT Service Contributions. It defines besides others:
Applicable Documents Checklist Underpinning Contract
A Workaround is a bypass solution for an incident or a problem, where no cause eliminating solution is available so far. Goal of the Workaround is to reduce or avoid the effects of the incident respective problem until a final solution is available.
Workarounds for incidents without related Problem Record are documented in their Incident Record, while Workarounds for problems are documented in the Known Errors database.
5.2 Involved Organizational Units in Continual Service ImprovementThe responsible IT Service Provider.
5.3. Involved Roles in Continual Service Improvement
The responsibility of 1st Level Support is to register and classify incoming notifications. In case of incident messages he/she undertakes an immediate effort to restore a failed IT Service as quickly as possible (within the agreed service levels) in case of foreseeable success. If no ad hoc solution can be achieved, 1st Level Support will transfer the incident to the appropriate technical support groups (2nd Level Support). 1st Level Support also processes Service Requests of Users and keeps Users informed about their notifications' status at agreed intervals or status changes.
2nd Level Support takes over incidents which cannot be solved immediately by the means of 1st Level Support. If necessary, he/she will request external support, e.g. from software or hardware manufacturers (3rd Level Support). The goal is to restore a failed IT Service as quickly as possible (within the agreed service levels), if necessary by implementation of a Workaround). If no causal solution can be found, the 2nd Level Support passes on the incident to Problem Management for further processing.
3rd Level Support is typically located at external Suppliers (hardware or software manufacturers). Its services are requested by 2nd Level Support if their technical expertise is not sufficient respective additional skills are erquired for solving an incident or problem. The goal is to restore a failed IT Service as quickly as possible (within the agreed service levels).
The Application Manager is responsible for operation of, the user support resources in 2nd Level Support for and the support of further development of the applications in his/her area over their life cycle.
The Availability Manager is responsible for the definition, analysis, planning, measuring and improvment of all aspects of the availability of IT Services in respect to the agreed service levels. He/she is responsible for ensuring that all IT Infrastructure, processes, tools, roles and other utilized auxiliary means are appropriate for the agreed service level targets of availability (also in the future based upon known business requirements).
The Capacity Manager is responsible for ensuring that IT Services and IT Infrastructure are able to deliver the agreed service levels from capacity perspective in a cost effective manner. He/she is responsible for ensuring that all IT Infrastructure, processes, tools, roles and other utilized auxiliary means are appropriate for the agreed service level targets of capacity (also in the future based upon known business requirements).
The Change Advisory Board is a team from all organizational units of the IT Service Provider, its customers and (as far as necessary) Suppliers, advising the Change Management in classifying, evaluating, prioritizing, scheduling and releasing of changes. It meets on a periodical basis.
The Change Manager authorises, documents and controls all changes in the IT Services, the IT Infrastructure and their components (Configuration Items (CIs)) over the change lifecycle, in order to maintain a minimum amount of interruptive effects upon the running operation. In the case of further reaching changes, he/she involves the Change Advisory Board (CAB), in emergency cases the Emergency Change Advisory Board (ECAB).
The Compliance Manager's responsibility is to ensure that standards and guidelines are followed. This covers
Continual Service Improvement Manager The Continual Service Improvement Manager is responsible for managing improvements to the IT Services and the IT Service Management processes over their life cycle regarding the development of business requirements and the IT Service Strategy. He/she continually measures the performance of the IT Service Provider and designs improvements to IT Services, IT Infrastructure and IT Processes in order to increase efficiency, effectiveness, and profitability of the IT Service Provider.
Emergency Change Advisory Board The Emergency Change Advisory Board is a team consisting of members of the Change Advisory Board, called by the Change Manager on short notice in emergency cases, who make decisions about high impact emergency changes. Selection of members of the Emergency Change Advisory Board is decided at the time a meeting is called depending on the nature of the emergency change.
The Financial Manager is responsible for managing the IT Service Provider's financials containing
Der Information Security Manager ist verantwortlich dafür, dass alle IT Services, IT Infrastruktur, IT Assets, Informationen und Daten (in allen Präsentationsformen) eines Unternehmens jederzeit hinsichtlich ihrer Vertraulichkeit, Integrität und Verfügbarkeit geschützt sind. Er ist normalerweise eingebunden in ein unternehmensweites Security Management.
Responsible manager of IT according to the organizational structure.
The IT Operations Manager has the overall responsibility for all activities of IT operations:
The IT Service Continuity Manager cares for the provision of the minimum service levels agreed upon in the Service Level Agreements in cases of disaster. To achieve this he/she
All (internal and external) persons or organizational units, who consume the services of the IT Service Provider.
The group of leading persons inside the IT who are in charge for the disciplines of IT Service Management.
The Process Manager is responsible for planning and coordination of all operational process related tasks:
The Process Owner is responsible for the friction free, economical and goal oriented operation of his/her process(es) (business process, IT Process). This includes
The Project Manager is responsible for planning and coordination of all resources within his/her projects regarding the project portfolio and the mutual dependencies of projects resulting thereof. He/she manages for reaching the planned project goals within the predicted cost, time and quality estimates.
Possible future IT Service Consumer with defined demand for IT Services.
The Service Design Manager is responsible that new respective existing services are designed that
The Service Level Manager is responsible for the setting up executable Service Level Arrangements
in a way that the goals defined in these arrangements are reachable in economic manner. The achievement of goals is controlled and reported by him/her.
The Service Owner is responsible for the management of IT Service(s) assigned to him/her over their lifecycle. He/she supports the maintenance of the Service Strategy and the Service Portfolio.
The Service Transition Manager coordinates the sub processes of Service Transition:
in a way that the business value of the IT Services for the IT Service Consumers planned in the previous phases of the lifecycle
can be achieved. He/she informs the other disciplines of IT Service Management about all projects of Service Transition in general.
External Suppliers of IT Services, IT Service Contributions and outsourcing services, where the scope of supply is defined in the Underpinning Contracts, external Suppliers of infrastructure and operating supplies.
The responsibility of the Supplier Manager covers
The User of an IT System within the business organization (internal and external). Users are the purely operative subgroup of the IT Service Consumers.
5.4 Involved IT Systems in Continual Service ImprovementThe IT System which maintains, documents and controls the financial management of the enterprise. Normally it is part of the integrated ERP System (Enterprise Resource Planning).
Configuration Management System The Configuration Management System (CMS) contains a coherent logical model of the infrastructure of the IT Organization. Within there is stored the information of all Configuration Items (CIs) maintained by the Configuration Management. This includes Configuration Records, Incident-, Problem- and Change - Information. The Configuration Management System may consist of a number of data bases connected via logical links.
The Knowledge Management System is the central repository of relevant knowledge information of the IT Service Providers. Ideally it is a structured document management system but may also consist of a mixture of IT supported and paper repository. In no case there should exist parallel archiving to the operational databases of the organisation but complement these seamlessly by following information categories:
The Service Desk System contains the database of user support including the knowledge base for incident- and problem management. Normally it is part of the integrated IT Service Management system.
6.3 Responsibility Assignment Matrix for Improvement Management
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