MOF Continuous Improvement Roadmap
Overview
Published: February 14, 2006 If IT service providers want to meet the business needs of the organizations they support, they have to get better at what they do, and then keep on getting better. In short, they have to learn how to continuously improve. That process of continuous improvement is not a destination, but rather a journey directed toward sustained quality of IT services.
Start here if you want to understand the full life cycle of continuous improvement, as well as the elements of the MOF Service Management Toolkit and how they can be used to effect high business value service management improvements. Businesses are increasingly dependent on their information technology (IT) service providers to deliver standardized, predictable, quality services that support the business and enhance its responsiveness. They also need their IT service providers to support corporate governance and compliance requirements by providing business-focused balanced scorecards detailing IT service management metrics. Providing those services and scorecards requires IT organizations to have a clear understanding of where they are in relation to where they want to be, how they are going to get where they want to be, and how they will know it when they’ve arrived. Iteratively posing, answering, and acting on the answers to these questions are the fundamentals of Continuous Improvement. The MOF Continuous Improvement RoadmapThe MOF Continuous Improvement Roadmap is a vehicle to help make continuous improvement of IT services more actionable and achievable. The primary goal of the Roadmap is to help customers succeed with the Microsoft platform while providing and applying linkages into existing and established service management best practices. The MOF Continuous Improvement Roadmap is based on the best practice guidance contained in MOF version 3, and is positioned for compatibility with future releases of MOF and the IT Infrastructure Library (ITIL). It has three distinct components: 1. MOF Service Management Assessment 2. MOF Service Improvement Program (SIP) 3. MOF Service Management Guidance The MOF Service Management Assessment (SMA) is focused on enhancing the performance of people, IT service management processes, and enabling technologies in the context of improved business value. All recommendations generated as a result of the SMA are detailed and justified in business value and a detailed service improvement roadmap is provided, supported by specific key performance indicators to monitor progress as improvements are implemented. The MOF Service Improvement Program (SIP) guidance is split into two major areas of focus: specific MOF/ITIL process improvement and generic SIP guidance. This guidance is delivered through a tool that assists users in identifying their specific pain points and provides focused guidance for remediation. This guidance is supported by key performance indicators to measure process improvement. Generic MOF SIP guidance is also provided to facilitate service improvement projects in the larger context of individual or organizational readiness, adoption of IT service-specific enabling technologies, or any other technology-specific remediation identified through a MOF Service Management Assessment. MOF Service Management Guidance is available through a variety of guidance documents and MOF model descriptions, which link specific Service Management Functions within their operational context. The complete MOF Continuous Improvement Roadmap is available for download here. Learn more! Read the MOF Continuous Improvement Roadmap white paper. |
|
