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CSI CONTINUAL SERVICE IMPROVEMENT
Objective:
To ensure continual improvements to IT Service Management Processes and IT Services.
Processes (3 Procesess) SS7
Service Measurement
Service Level Management
7 Steps to Continual Service Improvements
Service Measurement
Reasons to Monitor
Validate: Are we supporting the strategy and vision?
Direct: Based on factual data, can people be guided to change behavior?
Justify: Do we have the right targets and metrics?
Intervene: Take corrective actions for improving opportunities?
SMART (Specific, Measurable, Attainable, Repeatable, Timely)
3 Types of Metrics
Technology: Associated with components
Service: End to End services
Process: Captured in form of KPIs (Key Performance Indicators)
CSI Improvement Model
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Did we get there?
How do we keep momentum going?
CSI 7 Model (DDG PAPI)
1. Define what should be measured
2. Define what you can measure
3. Gather the data (Who, How, When, Integrity of Data)
4. Process the data (Frequency, Format)
5. Analyze the data (Relations, Trends)
6. Present and use the information (Summary)
7. Implement corrective actions
SLM (Evaluate SLM to see what can be improved)
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CSI
