Welcome to Our University Virtual Session

ITIL Foundation: Session 6-

Continual Service Improvement Overview
Our University
Introductions

ITIL Foundation Virtual Learning & Certification Program

Tim Canning, Lead ITIL Facilitator

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 Session Objectives

Objectives of Session 6

 Review learning from Service Operation ITIL book by answering sample

exam questions
 Introduce ITIL Book 5 – Continual Service Improvement
 Discuss next steps to prepare for sitting for the certification exam

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Review of ITIL Overview

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ITIL Continual Service Improvement
Overview

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ITIL ® Service Management Practices

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The 5 Books of ITIL ®
1. Service Strategy 3. Service Transition
– 5 Processes  7 Processes
• Financial Mgmt for IT
• Strategy Mgmt for IT Services • Transition Planning & Support
• Service Portfolio Mgmt • Change Mgmt
• Demand Mgmt • Service Asset & Configuration Mgmt
• Business Relationship Mgmt
• Release & Deployment Mgmt
2. Service Design • Service Validation & Testing
– 8 Processes • Change Evaluation
• Service Catalog Mgmt • Knowledge Mgmt
• Service Level Mgmt
• Capacity Mgmt 4. Service Operation
• Availability Mgmt
• Service Continuity Mgmt  5 Processes  4 Functions
• Information Security Mgmt • Event Mgmt • Service Desk
• Supplier Mgmt
• Incident Mgmt • Technical Mgmt
• Design Coordination
• Request Mgmt • Operations Control
• Problem Mgmt • Application Mgmt Lifecycle
• Access Mgmt

5. Continual Service Improvement

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Continual Service Improvement

Purpose of Continual Service Improvement

 Validate services delivered remain in line with ever
changing business needs
– Align and realign IT with the business
– Identification and implementation of improvements
 Consider processes throughout the Service Lifecycle
– Improve effectiveness and efficiency of existing processes
– Understand cost implications
 Ensure all processes contain goals, objectives and are
measurable
 CSI provides guidance on:
– How to improve process efficiency and effectiveness
– How to improve services
– The improvement of all phases of the service lifecycle
– The measurement of processes and services

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Continual Service Improvement Key Concepts (1)

 Return on Investment (ROI)

– Amount of gain taking into account the investment
required
– Financially oriented
 Value of Investment (VOI)
– Additional advantages not focused on monetary gain
– Competitive advantage, credibility, customer loyalty

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Continual Service Improvement Key Concepts (2)

The Deming Cycle (PDCA )

– Plan
• Establish objectives and processes necessary to deliver results in accordance
with the specifications
– Do
• Implement the processes
– Check
• Monitor, evaluate and report the outcome
– Act
• Apply actions to the outcome for necessary improvement
– The Deming Cycle should:
• Be repeatable
• Allow for periods of consolidation and stabilization
• Support identification and implementation of improvements
• Rely on a process led approach

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Continual Service Improvement Key Concepts (3)

CSI Register
– A database or structured document used to record and manage improvement opportunities
throughout their lifecycles.
– Serves 4 main purposes
• It’s a tool to record all improvement opportunities
• It’s a tool to categorize improvement opportunities
• It’s a tool to catalog benefits that can be achieved by implementing improvement initiatives
• Provides a coordinated, consistent view of all improvement activities

Governance
– Enterprise Governance
• Considers the whole picture to ensure that strategic goals are aligned and good management is achieved.
• A framework that covers both the corporate governance and the business management aspects of the organization.
– Corporate Governance
• Promoting corporate fairness, transparency and accountability.
– Business Governance
• Consists of the leadership, organizational structures and processes that ensure that the organization’s IT sustains and
extends the organization’s strategies and objectives

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 Continual Service Improvement model

Business vision, mission, goals &

What is the vision?
objectives

Where are you now? Baseline assessment

How do you keep the
momentum going

Where do we want to be? Measurable targets

How do we get there? Service & Process improvement

Did we get there? Metrics & measurements

© Copyright Office of Government Commerce (OGC)

Metrics & Measurement

 Why measure?
– V-D-J-I
– To Validate – monitoring & measuring to validate previous decisions
– To Direct – monitoring & measuring to set direction for activities in order to set targets
– To Justify – monitoring & measuring to justify, with factual evidence or proof, that a course of
action is required
– To Intervene – monitoring & measuring to identify a point of intervention, including subsequent
changes & corrective actions
 Baseline
– Markers or starting points for later comparison
– To establish an initial data point to determine if a service or process needs to be improved
 Type of metrics
– Technology metrics – associated with component-based & application-based metrics, such as
performance, availability etc
– Process metrics – Critical Success Factors, KPIs & activity for Service Management processes to
help determine the health of the processes
– Service metrics – results of the end-to-end service computed from component metrics

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The Continual (7 Step) Improvement Process
Identify
1. IDENTIFYING:
Vision & Strategy
Define what you
Tactical Goals
should measure
Operational Goals

7. IMPLEMENTING: 2. DEFINING:
Implement Define what you
Corrective action can measure

Goals
6. PRESENTING 3. GATHERING:
Present & use Gather the data
The information Who? How? When?
Assessment, Integrity of data?
Summary
Action plans etc.
5. ANALYZING:
Analyse the data 4. PROCESSING:
Relations? Trends? Process the data
Deming Cycle According to plan? Frequency? Format? DIKW Model
Plan 1,2 Targets met? System? Accuracy? Data 2,3
Do 3,4 Corrective action? Info 4
Check 5,6 Knowledge 5,6
Act 7 Wisdom 7,1
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The Lifecycle

© Copyright Office of Government Commerce (OGC)

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Next Steps

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ITIL Yammer Group

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Topics

Session Topic
1 Kick-Off & ITIL Overview
2 Service Strategy
3 Service Design
4 Service Transition
5 Service Operation
6 Continual Service Improvement
7 Study Review

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 Assignment
Open to anyone Able to apply ITIL ITSM principles
ITIL Foundation Certified
7 Weeks

Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7

WBLs 1 – 3 WBLs 4 – 5 WBL 6 WBLs 7 – 8 WBL 9 Test Prep

Indiv.
Pre-work

ITIL
Foundation
Exam

Kick-off & Continual

Group Service Service Service Service Study
ITIL Service
Required Strategy Design Transition Operation Review
Overview Improvement

Reading
Indiv.
Suggested
OJT

Self-paced study – 2 to 4 hours per week

Reading Self Virtual On the Job Cert
Virtual Classrooms – 1 hour each eLearning
Assignment Assessment Classroom Training

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The information contained in this document is proprietary and confidential.
It is for Capgemini internal use only. Copyright© 2013 Capgemini. All rights reserved.
ITIL Test Prep

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ITIL Mentoring

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The ITIL Foundation Exam

• An ITIL service management examination consists of 40 multiple-choice

questions.
• Exam is supervised, either in a classroom environment or remotely via
webcam.
• Exam duration is 60 minutes. 75 minutes is allowed in certain situations (ie.
Language is not mother tongue or language in exam is not a business
language in the country).
• The pass mark is 65% (26/40).
• There are always four 'response alternatives': A, B, C, D.
• Only one answer is correct per question.
• No marks are deducted if a wrong answer is given (i.e. there is no 'negative
marking').
• The examination papers are designed to cover the whole topic of service
management in proportion to the prescribed weightings in the official syllabus.
This ensures there will be a wide spread of questions on each paper and that
the papers will be well balanced.

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The ITIL Foundation Exam, continued

• 1 blank paper allowed

• If you want reimbursed for the exam fees, seek pre-approval from your
management
• Sign up for the ITIL Foundation certification exam via www.exin.com (global
certifying body) (Note: Exam choice may say v3, but this is the correct exam).
• You can choose to take the exam at a testing center or you can also choose to
take it remotely, if you have a webcam available.
• Once you achieve the ITIL Foundation certification, be sure to send an email to
[email protected] with the exam results or certification notice, and a
Capgemini University team member will mark you as ITIL Foundations certified.
• As participants of this training program, we are asking that you schedule and sit
for the ITIL Foundation certification exam by October 31, 2013.

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The information contained in this document is proprietary and confidential.
It is for Capgemini internal use only. Copyright© 2013 Capgemini. All rights reserved.
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