ITIL Continuous Service Improvement KPIs

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3 hours 49 minutes
Video Transcription
Welcome to the idol framework. Updated course from Cyber Eri I t.
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 service improvement phase. KP eyes and monitoring on this is our last KP eyes and monitoring video for this course.
So we're gonna start with the service for of you phase. And in this, we're going to keep count of our service reviews completed. Now, recall. This is where we put all of our service offerings under the microscope and compare it to industry standards as well as two comparable organizations. And then we're going to keep a count
of the service is that we have identified deficiencies for
on we can calculate. A percentage of our service is, as the number of service is that we have deficiencies
on divided by the total number of service offerings we have.
Then we're gonna keep account of deficiencies identified and reviews broken out by service. This is the actual number of deficiencies per service.
Then we're going to keep a mean number of those deficiencies per service that has a deficiency.
We're going to do that by summing up all of those identified deficiencies and dividing by the total number of service is with deficiencies that should say total service is with deficiencies.
Now, in the process evaluation phase, we're gonna keep account of our process reviews completed. And now remember that a process review looks at the way we implement the lifecycle, um, as opposed to the service offerings.
And we're gonna break out this count by the type of review that we're doing, whether it be a benchmark or an audit or maturity assessment.
Um and we're going to keep account of those individually and then some of them as a whole.
We're gonna keep account of the process deviations that we've discovered by doing these reviews, and we're gonna keep account of the process improvements that we've identified to handle the deviations that were discovered.
We're going to keep a percentage of our process improvements which we've implemented,
which is just the count of the implemented improvements over the number of identified improvements.
So during the definition of continual service improvement and if initiatives, we're gonna keep accounting of the ongoing continuous service initiatives that we've identified
as well as account of the completed initiatives. And, of course, you can work those two to be a ratio. Ah, and ideally, we would like to have no ongoing initiatives and have completed all of our initiatives for this round at some point so that we can then go and identify
new initiatives for next service strategy.
So with that, we've completed the idol map. We've started and discussed our service strategy. Um, we've discussed how we would move through service, designed the processes and sub processes for service, transition and service operation.
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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