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Continual Service Improvement

London: TSO

Published by TSO (The Stationery Office) and available from: Online www.tsoshop.co.uk Mail,Telephone, Fax & E-mail TSO PO Box 29, Norwich, NR3 1GN Telephone orders/General enquiries: 0870 600 5522 Fax orders: 0870 600 5533 E-mail: customer.services@tso.co.uk Textphone 0870 240 3701 TSO Shops 123 Kingsway, London,WC2B 6PQ 020 7242 6393 Fax 020 72426394 16 Arthur Street, Belfast BT1 4GD 028 9023 8451 Fax 028 9023 5401 71 Lothian Road, Edinburgh EH3 9AZ 0870 606 5566 Fax 0870 606 5588 TSO@Blackwell and other Accredited Agents

Published for the Office of Government Commerce under licence from the Controller of Her Majesty’s Stationery Office. © Crown Copyright 2007 This is a Crown copyright value added product, reuse of which requires aClick-Use Licence for value added material issued by OPSI. Applications to reuse, reproduce or republish material in this publication should be sent to OPSI, Information Policy Team, St Clements House, 2-16 Colegate, Norwich, NR3 1BQ, Tel No (01603) 621000 Fax No (01603) 723000, E-mail: hmsolicensing@cabinet-office.x.gsi.gov.uk, or complete the application form on the OPSI websitehttp://www.opsi.gov.uk/click-use/value-added-licenceinformation/index.htm OPSI, in consultation with Office of Government Commerce (OGC), may then prepare a Value Added Licence based on standard terms tailored to your particular requirements including payment terms The OGC logo ® is a Registered Trade Mark of the Office of Government Commerce ITIL ® is a Registered Trade Mark, and a Registered Community Trade Markof the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office The Swirl logo ™ is a Trade Mark of the Office of Government Commerce First published 2007 ISBN 978 0 11 331049 4 Printed in the United Kingdom for The Stationery Office

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Contents
List of figures List of tables OGC’s foreword Chief Architect’s foreword Preface Acknowledgements 1Introduction
1.1 1.2 1.3 1.4 Overview Context Purpose Usage What is service management? What are services? Functions and processes across the lifecycle Continual Service Improvement fundamentals

iv vi vii viii ix xi 1
3 3 7 7

5

Continual Service Improvement methods and techniques
5.1 5.2 5.3 5.4 5.5 5.6 5.7 Methods and techniques Assessments Benchmarking Measuring and reporting frameworks TheDeming Cycle CSI and other service management processes Summary

93
95 96 102 107 112 114 126

6

Organizing for Continual Service Improvement
6.1 6.2 6.3 Roles and responsibilities that support CSI The authority matrix Summary Tools to support CSI activities Summary

127
129 137 141

2

Service management as a practice
2.1 2.2 2.3 2.4

9
11 11 12 14

7

Technologyconsiderations
7.1 7.2

143
145 151

8

3

Continual Service Improvement principles
3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 CSI and organizational change Ownership Role definitions External and internal drivers Service Level Management The Deming Cycle Service measurement Knowledge Management Benchmarks Governance Frameworks, models, standards and quality systems

Implementing ContinualService Improvement
8.1 8.2 8.3 8.4 8.5 8.6 Critical considerations for implementing CSI Where do I start? Governance CSI and organizational change Communication strategy and plan Summary

153
155 155 156 157 161 163

25
27 27 27 28 28 29 30 34 34 35 36

9

Challenges, critical success factors and risks 165
9.1 9.2 9.3 9.4 Challenges Critical success factors Risks Summary 167 167 167168

Afterword Appendix A: Complementary guidance
A1 A2 Innovation, correction and improvement Best practices that support CSI

169 173
175 175

4

Continual Service Improvement processes
4.1 4.2 4.3 4.4 4.5 4.6 The 7-Step Improvement Process Service reporting Service measurement Return on Investment for CSI Business questions for CSI Service Level Management

41
43 65 66 84 89 91...
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