Definition of Improvement Initiatives
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Contents |
[edit] ITIL Definition of Improvement Initiatives: Overview
Process Objective: To define specific initiatives aimed at improving services and processes, based on the results of service and process evaluation. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation.
Part of: Continual Service Improvement
Process Owner: CSI Manager
[edit] ITIL Definition of Improvement Initiatives: Process Definition
ITIL V2 contained some Continual Service Improvement activities within the Service Level Management process, for example holding Service Reviews and managing a Service Improvement Plan.
ITIL V3 expands this into a whole new book, introducing dedicated processes for service and process evaluation and improvement.
No sub-processes are specified for Definition of Improvement Initiatives according to ITIL V3.
[edit] ITIL Terms: Definition of Improvement Initiatives
- Service Improvement Plan (SIP)
- A formal plan to implement improvements to IT processes or services. The SIP is used to manage and log measures initiated from Continual Service Improvement (see also: ITIL Checklist Service Improvement Plan - SIP).
[edit] Additional Information
[edit] ITIL KPIs and Checklists
- Key Performance Indicators (KPIs) Definition of Improvement Initiatives
- Checklists "Definition of Improvement Initiatives": Service Improvement Plan - SIP
[edit] ITIL Roles in Definition of Improvement Initiatives
- CSI Manager - Process Owner
- The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services.
- He will continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost effectiveness.
