| Volume 5: Continual Service Improvement | | To use quality management methods to learn from history, to build a better future in a closed loop feedback system as identified by ISO 20000. | | Service Level Management, Service Measurement and Reporting, Continual Service Improvement. |
| Abstract | | This Information Technology Infrastructure Library (ITIL) Continual Service Improvement Division is the declaration of what to do (policy) and how to do it (procedure). |
| ITIL KPI Service Evaluation: | | Number of customer complaints. | | Number of accepted customer complaints. | | Number of customer satisfaction surveys. | | Percentage of returned questionnaired. | | Number of service evaluations. | | Number of identified weaknesses. |
| ITIL KPI Process Evaluation: | | Number of process benchmarks. | | Number of process maturity assessments. | | Number of process audits. | | Number of process evaluations. | | Number of identified weaknesses. |
| ITIL KPI Definition of Improvement Initiatves: | | Number of improvement initiatives. | | Number of completed improvement initiatives. | | Number of improvement ideas. | | Number of implemented improvement ideas. |
| CSI Team: | | Improvement Manager to manage continual improvements - something that we are very good at. | | Process Manager to plan and manage all process management tasks. | | Process Owner to ensure that the service is fit for purpose, including sponsorship, design and metrics of benefits. | | User are involved in every stage, but are continually involved in every improvement. | | Client as the business that buys the service - the business that pays all the bills. |
| | | 5.1: Service Evaluation Manager | | To evaluate service quality on a regular basis. SLA automated measurements. |
| 5.2: Process Audit Manager | | To audit and evaluate functions and processes on a regular basis. Benchmarking, audits and reviews. |
| 5.3: Improvement Manager | | To encourage improvement initiatives aimed at improving services and processes based on the results of evolvations. |
| 5.4: Continual Improvements | | To verify if improvement initiatives are procduing according to plan and correct as needed. |
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