ITIL Service Improvement Plan Template (Excel XLSX)

ITIL Service Improvement Plan based on the What is the Vision > Where are we now? > Where do we want to be? > How to we get there? > Did we get there? Model.

Contains samples CSF's, KPI's and Improvement Tasks

Excel Format, and easily customisable

This template provides a comprehensive framework for tracking key performance indicators (KPIs) and critical success factors (CSFs) essential for ITIL service improvement. It includes detailed sections for customer retention rates, customer satisfaction metrics, and new customer onboarding processes. The template is designed to align with senior management's strategic goals, ensuring that every business unit's unique requirements are addressed.

The Excel template also features a robust RAG (Red, Amber, Green) rating system to visually represent progress and identify areas needing immediate attention. This visual tool simplifies complex data, making it easier for executives to make informed decisions quickly. The template includes baseline data from multiple sources, such as financial audits, industry studies, and customer satisfaction reports, providing a solid foundation for performance comparison.

Measuring progress is streamlined with periodic comparisons against set targets, allowing for timely adjustments. The template advises against waiting for all improvement tasks to be completed before making comparisons, as this could lead to wasted resources. Instead, it recommends regular intervals for evaluation, ensuring continuous improvement and alignment with business objectives.