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Last updated on 2024年10月5日

How do you measure and communicate the value of ITIL CSI and DevOps initiatives to stakeholders?

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ITIL CSI (Continual Service Improvement) and DevOps are two frameworks that aim to deliver value to customers and stakeholders through improving IT services and processes. But how do you measure and communicate the value of these initiatives to your organization and beyond? In this article, we will explore some of the key steps and tools to help you do that effectively.

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Sumit Jha

Author | CxO Advisor | Servant Leader | Value Co-Creator | ITIL Ambassador | Strategic Innovation & Transformation…
Amit P.

ITIL?4 Certified | Service Delivery | Infrastructure Management | Project Management | IT Operations
Rebecca Supriya Prasangi

??DevOps | ??AWS | Docker | Kubernetes | Gitlab | Ansible | Terraform | CI/CD | Sharepoint | Splunk Enterprise |…

1 Define value and metrics

The first step is to define what value means for your ITIL CSI and DevOps initiatives. Value can be expressed in terms of business outcomes, customer satisfaction, service quality, efficiency, or innovation. You also need to identify the metrics that will help you measure and monitor the value of your initiatives. These can be based on the ITIL CSI 7-step improvement process, the DevOps metrics of deployment frequency, lead time, change failure rate, and mean time to recovery, or other indicators that are relevant for your context.

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Sumit Jha

Author | CxO Advisor | Servant Leader | Value Co-Creator | ITIL Ambassador | Strategic Innovation & Transformation Partner
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Return on Value is a strong methodology that can be used to measure the Value of ITIL? CSI and DevOps initiatives, establishing value-oriented metrics covering tangible and intangible aspects. The other option is to follow the traditional approach based on KPIs, but outcome-oriented covering improvement to cost, efficacy gains and/or adherence/compliance. Having a strong storytelling to communicate the value is equally critical. Value can be demonstrated through reports, dashboards or value case lets using various communication mediums. targeted at each audience demographics. It should cover the positive impact of the initiative on the customers, business and employees to make it more meaningful to the relevant set of stakeholders.

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2 Align with stakeholders

The second step is to align your value definition and metrics with your stakeholders. Stakeholders are the people who have an interest or influence on your ITIL CSI and DevOps initiatives, such as customers, users, managers, sponsors, suppliers, or regulators. You need to understand their expectations, needs, and goals, and how they perceive the value of your initiatives. You can use techniques such as stakeholder mapping, surveys, interviews, workshops, or personas to engage with them and get their feedback and buy-in.

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3 Communicate value

The third step is to communicate the value of your ITIL CSI and DevOps initiatives to your stakeholders. Communication is not a one-time event, but a continuous process that involves informing, educating, persuading, and influencing your stakeholders. You need to use the right channels, formats, and messages to reach your audience and convey the value of your initiatives. You can use tools such as dashboards, reports, presentations, newsletters, blogs, podcasts, or videos to communicate the value of your initiatives.

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Rebecca Supriya Prasangi

??DevOps | ??AWS | Docker | Kubernetes | Gitlab | Ansible | Terraform | CI/CD | Sharepoint | Splunk Enterprise | Service Delivery & IT Operations | ITSM | MBA- Project & Operations Management
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To ensure buy-in, I would involve key stakeholders in the planning and review processes of both ITIL CSI and DevOps initiatives. Regularly soliciting feedback, sharing roadmaps, and adjusting based on input helps align their expectations with our objectives.

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4 Demonstrate value

The fourth step is to demonstrate the value of your ITIL CSI and DevOps initiatives to your stakeholders. Demonstration is not just showing the results of your metrics, but also telling the stories behind them. You need to use evidence, examples, and testimonials to illustrate how your initiatives have delivered value to your customers, business, and organization. You can use tools such as case studies, success stories, awards, or recognition to demonstrate the value of your initiatives.

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Rebecca Supriya Prasangi

??DevOps | ??AWS | Docker | Kubernetes | Gitlab | Ansible | Terraform | CI/CD | Sharepoint | Splunk Enterprise | Service Delivery & IT Operations | ITSM | MBA- Project & Operations Management
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It’s essential to demonstrate value early and often. I would present regular updates that highlight incremental improvements. For instance, after a DevOps implementation, I could report a 30% reduction in deployment time, and after a CSI initiative, a 15% increase in first-contact resolution rates. These small wins build confidence and demonstrate tangible progress.

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5 Validate value

The fifth step is to validate the value of your ITIL CSI and DevOps initiatives to your stakeholders. Validation is not just confirming that your metrics have met or exceeded your targets, but also ensuring that your stakeholders are satisfied and engaged with your initiatives. You need to use feedback, reviews, and evaluations to measure and improve the satisfaction and engagement of your stakeholders. You can use tools such as surveys, ratings, comments, or testimonials to validate the value of your initiatives.

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Rebecca Supriya Prasangi

??DevOps | ??AWS | Docker | Kubernetes | Gitlab | Ansible | Terraform | CI/CD | Sharepoint | Splunk Enterprise | Service Delivery & IT Operations | ITSM | MBA- Project & Operations Management
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Numbers alone may not resonate with all stakeholders, so I would pair metrics with storytelling. This involves sharing real-world examples where CSI or DevOps initiatives prevented outages, reduced costs, or enabled new business opportunities. For instance, I might share how automating a particular deployment pipeline through DevOps saved the company significant downtime during a peak sales period.

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6 Improve value

The sixth step is to improve the value of your ITIL CSI and DevOps initiatives to your stakeholders. Improvement is not just fixing the issues or gaps in your metrics, but also finding new ways to enhance and optimize the value of your initiatives. You need to use analysis, learning, and innovation to identify and implement the opportunities and best practices to increase the value of your initiatives. You can use tools such as root cause analysis, benchmarking, experimentation, or prototyping to improve the value of your initiatives.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Amit P.

ITIL?4 Certified | Service Delivery | Infrastructure Management | Project Management | IT Operations
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To measure and communicate the value of ITIL Continuous Service Improvement (CSI) and DevOps initiatives to stakeholders, start by defining clear metrics aligned with business objectives, such as incident resolution times and customer satisfaction scores. Collect data regularly to track these metrics and quantify benefits in terms of cost savings and productivity gains. Use visual reports and dashboards to present data clearly, and share success stories that illustrate tangible results. Engage stakeholders through tailored communications, foster a culture of continuous feedback, and schedule regular reviews to reinforce commitment to improvement, ensuring stakeholders understand the initiatives' impact on the organization.

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How do you measure and communicate the value of ITIL CSI and DevOps initiatives to stakeholders?

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1 Define value and metrics

2 Align with stakeholders

3 Communicate value

4 Demonstrate value

5 Validate value

6 Improve value

7 Here’s what else to consider

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