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Continuous Improvement

E3

Embed continuous service improvement across the IT service life cycle.

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for Continuous Improvement at each level of maturity.

2Basic
  • Practice
    Establish a process for customers to suggest service improvements.
    Outcomes
    • Customers have a channel to suggest service improvements.
    • Improvements are typically event-triggered via requests to the service desk.
    Metric
    # of customer suggestions for improvement.
3Intermediate
  • Practice
    Base all service improvement decisions on an effective feedback process, thus ensuring that there is a knowledge capturing process to identify service requirements.
    Outcome
    Service development benefits from user feedback in relation to prioritizing improvement activities based upon the business criticality of services.
    Metrics
    • # of customer suggestions for improvement.
    • % of suggestions for improvement that are implemented by development.
4Advanced
  • Practices
    • Establish a regular, collaborative feedback process (i.e. customers to service operation and service development; service operation to service development).
    • Measure service variances using agreed Key Performance Indicators (KPIs).
    Outcomes
    • Customer feedback is captured.
    • Service predictability is increased and KPIs are used to guide improvement activity.
    Metrics
    • # of customer suggestions for improvement.
    • % of suggestions for improvement that are implemented by development.
    • % of deviation between actual and predicted service performance.
5Optimized
  • Practice
    Establish a proactive service improvement process, that is pre-emptive and based on service measurement.
    Outcomes
    • Service predictability is optimal.
    • Proactive service monitoring guides improvement activity even before customer requests arise.
    Metrics
    • # of customer suggestions for improvement.
    • % of suggestions for improvement that are implemented by development.
    • % of deviation between actual and predicted service performance.