ITIL Continuous Service Improvement Goals

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3 hours 49 minutes
Video Transcription
Welcome to the Idol framework. Updated course from Cyber Eri i G.
My name is Daniel Riley. I'm your subject matter expert on the idol framework.
In this video, I'm going to talk to you about the continuous improvement phase, Um, the goals in processes that make that up.
Now, the continuous improvement phase is really where
it shows the most that the Idol framework is based around the plan. Do check Act ideas I was mentioning at the beginning of the course. So in the continuous improvement, our overall cycle is to plan how we
look at our processes and at and say, how can they be improved?
Then we're gonna implement those improvements on a small scale.
We're going to check to see if those improvements have the effect that we want. And if so, we're going to implement a metal larger scale in the act phase.
So the processes that make up the continual service improvement process we're gonna start with the service for you. This is where we really review all of our service is and infrastructure components on and figure out where we can improve upon them either in terms of service quality,
war in terms of ways we deliver them
made being Maur economic or more efficient.
The process evaluation phase or process evaluates the processes that we're using,
throughout the entire life cycle. So we've talked through all the phases and I've given you several processes and sub processes. This is the point where we evaluate our implementation of those and see where we can improve.
And we'll do this through benchmarking and audits and maturity assessments.
So the sub processes that make up the process evaluation process that's a tough one to say. The process management support sub process is, This is where we get everyone involved, all of our stakeholders improving the process,
and in particular, we're gonna want to make sure that we're supporting our process owners
on. We'll talk more about that in the next section,
coordinating all of our modifications and making sure that everything in our architecture, um, is working seamlessly and in a cooperative manner. That's really the goal here of the support process.
I'm next we're going to use our process benchmarking some process. This is where we evaluate our processes against ordination organizations that are similar to ours on. We identify any shortcomings we perceive in our service is
compared to these other organizations, and we developed plans to improve upon him
now. The process Maturity assessment ISS similar. Ah, it's related, but it's different in that. Now we're evaluating our process in relation to some industry best practices for a service as opposed to any particular organizations practices.
And again, we're gonna look to identify our shortcomings
and develop a plan to improve it. But now we're gonna take these bench markings and maturity assessments, and we're going to combine them into what we call a process evaluation report.
We're going to do a process audit, which is essentially ah, longer term scale. Often Dunn's by third Party specialised group, which will come in and analyze your process, is objectively and certify that they comply
with certain standards or regulatory requirements.
S O. If you handle credit card payment information, one of the standards that you are
required by most credit card vendors to follow is called P. C. I. D. S s. That's the payment card industry data security standard on dhe. You'll have 1/3 party group which comes in an auditor process to make sure that you are following all of these regulatory
Now, the process, control and review is where we Smith all of this information to our review and our control boards. And we're gonna use this thio, identify any weaknesses that we're going to address in our next service strategy session
s o back to the main processes. The next process is the definition of the continual service improvement initiatives on. And this is where we're going to define the very specifics of what the next steps for our improvements to our service is and process is gonna be.
This is going to be based off of that service review report
that we submitted.
And now these can result in two types of initiative. You have internal initiatives which we're going to be taken on within the organization itself. Or you may have support initiatives which require outside
help from either clients or other vendors. Another's process doesn't have any sub process is to find
now the continual service improvement initiative monitoring, Once we've defined all of our initiatives, were wanting to make sure that we're moving them through our life cycle and that we're keeping them going according to plan.
And if they start to deviate from our plan. We're gonna introduced any kind of corrective measures we need.
With that, we've come to the end of this video. I'd like to thank you for watching. And as always, if you have any questions, you can contact me on cyber harry dot i t my user name ist warder T w a r T e r.
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