CONTINUALSERVICEIMPROVEMENT SCENARIO

As an organization attempts to adopt ITIL methodology, it begins to align processes, persons and tools to meet this new model. During this time, it is important to not forget that Continual Improvement is critical to the business. Continual Improvement is crucial even at the design phase of the first step of accepting ITIL. No single business can integrate ITIL methodology overnight. In addition, business and markets change. This causes a service to adapt and change in order to continue to support the business. Continual Service Improvement (CSI) helps the organization review the maturity level of processes. In addition, it measures the level of influence IT and Operations has on the overall business. If the business is focused on selling something, IT can determine how they are: assisting the business to sell better shortening a sales cycle facilitating the ordering process in terms of speed and accuracy

CSI facilitates adjustments to processes for better data gathering at the appropriate steps. In the previous example of the financial system being implemented, CSI would be put in place immediately at point of production. One task would be to review or blue print how the users are actually using the tool set. Another task would be to see if any gaps of usability were missed during design and testing. CSI can assist the business to implement processes in a semi-automated fashion. Then the review process can determine where automation truly can assist and improve efficiencies and reduce manual activities. These types of reviews help drive resources to seek ways to reduce cost and focus spending on what will facilitate increased revenue. Returning to the financial system example, after it is put in place, a CSI is set up to review the payables functionality. The review might bring out that today a payables resource must enter suppliers manually. Although that was appropriate at the initial stages, business has expanded and additional suppliers and vendors are being added at a very strong pace. Through CSI, it is determined that it is time to automate an interface to the system. This automation will help suppliers to enter their own information through a secured web site or link. This automation would reduce manual entry and facilitate better control for payment. Then, pay out would not occur too soon or too late. Thus, contract breaches and penalties are avoided.

7-Step Improvement Process

Step Description

1. Definewhatyou shouldmeasure.

Mediremos el nivel de servicio de ventas, medir el tiempo del ciclo de venta y el tiempo que tarda la orden en ser procesada, desde el momento que se recibe hasta que se procesa.

2. Definewhatyou can measure.

El proceso de produccin para determinar en que partes del proceso se puede automatizar. El sistema puede obtener la informacin dependiendo el numero total de produccin, las personas, el tiempo y los recursos usados.

3. Gatherthe data.

Los encargados de vaciar la data en el sistema es tanto el gerente de produccin como el administrador del sistema. Se deben asegurar de ingresar los datos de manera precisa. Comprando inventario mas ventas contra produccin para saber que tan precisa es la informacin y adecuada. Adems podemos comparar el inventario de material prima contra producto terminado para reducir la merma, tiempo y recursos. A partir de los resultados se determina el proceso en el cual la automatizacin es lo mas optimo.

4. Processthe data.

5. Analyzethe data.

6. Presentanduse the informationfor Con los resultados de la implementacin, las mejoras en el proceso de assessment,summary,andaction produccin y la reduccin de costos se plantea la siguiente fase de implementar acciones correctivas para una mejora. plans. Una vez que detectamos las principales reas de oportunidad y las opiniones de los principales stakeholders, trabajaremos en atacar primordialmente estas reas y mantener y mejorar aquellas que representan una fortaleza para la compaa.

7. Implementcorrectiveaction.

Unit Review

1. Which of the following choices represent the business value for performing measurements? Select all that apply. Validate Direct Justify Intervene

2. Which of the following choices comprise the Deming Model? Plan, Do, Check, Act Plan, Manage, Do, Act Plan, Do, Check, Revise Plan, Do, Check, Evaluate

3. Which of the following choices are used to establish an initial data point to determine whether a service or process needs to be improved? Measurements Baselines Reports KPIs

4. Which type of metrics is often associated with component-based and application-based metrics such as performance and availability? Technology Process Service Management

5. Which type of metrics can help answer questions about quality, performance, value, and compliance in following the process? Technology Process Service Management

6. Which type of metrics are the results of the end-to-end service? Technology Process Service Management