At any scale, the Continual Improvement Model in ITIL® 4 provides logical and simple steps for improving performance. The model divides the work into manageable pieces with set goals through an iterative approach. This guide can sustain improvement initiatives from the beginning to the end.
ITSM initiatives are more likely to succeed when the model is used. It ensures that all improvement initiatives are aligned with the organisation’s vision by focusing on customer value. Read on to explore the five tips to adopt the model into your daily IT service delivery environment.
1. Start where you are
One of the most notable principles of ITIL 4 that organisations should adopt is “start where you are” as the key to continual improvement. Most of the time, our focus is on improving rather than recognising the excellent work already being done. When you take a step back and examine what you already have in place, you can replicate or even improve existing best practices in other areas of IT or within the organisation.
2. Look for pain points
There will always be room for improvement in IT services and support, so it is essential to look at the pain points. Looking at the pain points will help you determine what type of improvement initiative you or your organisation would like to undertake.
Looking at your pain points will help you determine what type of improvement initiative you would like to implement. Some examples of these pain points would be a service that everyone complains about, a piece of software that most people find challenging or a legacy application that cannot function effectively. The most significant benefits will come from improving these services.
3. Be proactive
Continuous improvement involves both fixing current pain points and looking into the future. Proactivity will help reveal the results of the continuous improvement model. You will be in a better position when you are on top of this change.
An example of being proactive would be making a list of action items and improvement plans for your support teams and asking them about any future requirements they may have.
4. Stay organized
To know what actions you or your organisation should start with first, keep a record of all the improvements you plan to make. Prioritising will help you know what to focus on next. Simple documents with a description of the improvement, a timeframe, and an explanation can be beneficial.
5. Check for desired results
Allow for a period of consolidation and stability between each improvement activity so that you can make sure your work has been successful and that key stakeholders understand them. You can also enable your organisation to adapt to new ways of working by checking that your improvement has had the desired impact.
Staying aligned with the business and increasing engagement with users can be achieved by incorporating ITIL® 4’s continual improvement model into your work methods. Starting with a continual improvement model will make your work and everything associated with it more accessible.
At BridgingMinds, we offer ITIL® 4 foundation training online in Singapore to provide the latest ITSM knowledge to improve your daily service delivery environment. Consider enrolling in our ITIL 4 Foundation course, a 3-day course that will provide learners with an understanding of the ITIL® 4 service management framework. Sign up and be certified in no time! We also offer many other courses to help improve your organisation, such as funded PMP training courses and more.