Checklist Service Improvement Plan SIP

ITIL Process: ITIL V3 CSI - Continual Service Improvement - Definition of Improvement Initiatives

Checklist Category: Checklists ITIL V3 CSI - Continual Service Improvement

Source: Checklist "Service Improvement Plan - SIP" from the ITIL Process Map V3

The Service Improvement Plan (SIP) is a formal plan to implement improvements to services and IT processes. The SIP is used to manage and log improvement initiatives triggered by Continual Service Improvement.

Generally speaking, improvement initiatives are either

• Internal initiatives pursued by the service provider on his own behalf, for example to improve processes or make better use of resources
• Initiatives which require the customer’s cooperation, for example if some of the agreed service levels are found to be no longer adequate

The following information is typically contained within the Service Improvement Plan:

For each defined initiative for process or service improvement:

1. Process or service concerned
2. Person in charge of the process (Process Owner) or service (Service Owner)
3. Initiative owner (person in charge of the initiative, often Service Management roles like e.g. Service Level Manager, Capacity Manager, Availability Manager, Process Owner, Service Owner)
4. Approval from senior management (initiative approved by …)
5. Description of the initiative
6. Source of the measure (e.g. Service Review, Process Audit)
7. Business case
   1. Expected outcome of the initiative
   2. Cost estimate
   3. Specific desired result of the initiative, e.g. a specific decrease in cost for providing a service
8. Implementation schedule and status
   1. Target date
   2. Current status