The last in a series of blog posts from Dave Cable, Head of Service Operations here at The Hartree Centre summarises the steps we have taken to implement IT Service Management.
In previous posts, I described three key components of ITIL infrastructure which we have implemented at the Hartree Centre – Service Operations, Service Design and Service Transition. These are all inter-dependent and equal in stature. However, there is one further area of ITIL which is slightly different because it underpins all of the above – Continual Service Improvement (CSI). Continuous improvement is vital, because it ensures that processes and functions do not remain static. They develop and improve in response to operational lessons learnt, leading to overall improvements in service quality. Continuous improvement provides a feedback mechanism and tools to incorporate that feedback. It can also work with quality management tools.
ITIL provides two complementary tools to implement CSI – the Deming Cycle, and the Seven-step Improvement Process.