Summary

In this chapter, you learned about the continual service improvement stage of the service lifecycle. Specifically, you examined the main purpose, objectives, and scope of continual service improvement, as well as the value it provides to the business.

You learned about the seven-step improvement process, namely, its purpose, objectives, and scope, as well as how to manage the gathering, analysis, and presentation of data to enable improvement decisions.

We also covered the continual service improvement approach and its use in the service lifecycle. This approach provides a framework for the improvements identified from the seven-step improvement process. It is used in conjunction with similar approaches such as the Deming cycle. The Deming cycle takes the steps of Plan, Do, Check, and Act to ensure the continuation of quality services.

Improvements are managed through the CSI register, allowing overall management of all improvement initiatives in a centralized register.

Measurement is a vital part of all improvements, and we covered the approach to measurement as part of continual service improvement. We reviewed the types of metrics in use, the relationships between critical success factors and key performance indicators, and the use of baselines for assessing improvement progress.