Process Assessments for

Continual Service Improvement

(CSI)

Professor Aileen Cater-Steel

University of Southern Queensland Toowoomba
Australia
and preferred research partner itSMF Australia
ITIL Lifecycle Stages and
Processes

CONTINUAL SERVICE
IMPROVEMENT
Seven Step Improvement process
Note: IT Infrastructure Library and
ITIL are Registered Trade Marks
of AXELOS Ltd. 2
Continual Service Improvement

CSI aims to deliver business value by

focussing on the realisation of benefits from
implementation of the Service Lifecycle
approach.

Continually measure the performance of the

IT service provider
and improve processes, IT services and IT
infrastructure
to increase efficiency and effectiveness.
Process Assessments
You can not inspect quality into a product

or service!

8 Quality Principles (ISO 9000):

1 Customer focus
2 Leadership
Harold F. Dodge
3 Involvement of people
4 Process approach
5 System approach to management
6 Continual improvement
7 Factual approach to decision making
8 Mutually beneficial supplier relationsh
Deming Cycle:
plan, do, check, act

"Foundations of ITIL - 2011 edition", 2012 1st edn, Author Bernard, P,

published by Van Haren Publishing, Zaltbommel, Netherlands
Why assess processes?
To provide evidence of process capability or
organisational maturity to current and future
customers
For process improvement

Watts S Humphrey on assessment

If you dont know where

you are, a map wont help.
Important decisions
Which processes? Good, bad, ugly?
Internal self assessment or engage external
consultants?
Which process reference frameworks?
ITIL, ISO/IEC 20000, CMMI-SVC, CobiT

Which process assessment model?

ISO/IEC 15504, CMMI

Who should be involved?

Assessment sponsor, process stakeholders:
Process owners, process performers,

external process stakeholders

Process assessment approaches

ISO/IEC 15504 International Standard for

Process Assessment
RAPID method one day with SPICE assessors
Online survey - Assessment Portal Pty Ltd SMPA
and UXC ITIL-based
TIPA based on ITIL - from Henri Tudor
Research Institute (Tudor ITSM Process
Assessment)
SCAMPI used with CMMI-SVC

ITIL Process Maturity Framework (PMF)

itSMF self-assessment questionnaires
ISO/IEC 15504 Capability Levels
 Process Assessment Model
Based on ISO/IEC 15504 Process Assessment standard
Other considerations
Divergence between espoused, actual and
perceived process capability
In group discussions, dominant individuals, peer-
group pressure, group-think can cause inaccurate
results
IT Service Manager can use assessment results to
justify allocation of resources from management
After the assessment?
Service Improvement Plan

The Perfect Aussie Xmas

Questions?