Continuous Improvement
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.