As Surveys posted above are closed we will post their results and commentary from industry experts. Please feel free to use this as a learning tool or to open discussion topics in the ITSM Discussion Forum.
The first step in ITIL's Continuous Process Improvement Model is to assess your current situation.
| Yes (388) |
 92% |
| No (20) |
5% |
| Unsure (13) |
3% |
Commentary:
While it is important to assess your current situation, the first step in the ITIL Continuous Improvement Process Model is to state the business goals and objectives. Understanding your company’s vision and objectives will provide the context, questions and topics to be addressed in an assessment. Many times we hear about revenue growth; e.g. a company wants revenue growth of 10% per year. But we need to translate that into specifics.
Here are some of the questions you might ask with regard to your company’s vision and business objectives:
§ What are the business goals of the company for the next year? For the next 3 years?
§ Will the company grow by acquisition? If so, will the lines of business be the same or is the company planning on venturing out into new fields?
§ Will the company be expanding regionally, nationally, worldwide? If so, how many locations and employees are expected to be added within the next year? 3 years?
§ Will the company be selling off any business units? How will that affect the IT department?
For example, a university medical school has a goal to be one of the top 5 leading cancer research institutions in the country. To support that goal meant hiring some of the best medical doctors and research staff who would then need the support of IT. This would require changes to the IT infrastructure like high performance work stations capable of 3D rendering as well as the network capacity to handle such large files. It might also mean new applications to be developed and supported by the IT staff.
Here are the steps of the ITIL Continuous Process Improvement Model
Marsha Williams
Dream Catchers