CSI Management Policy
From IT frameworks
The Continual Service Improvement area consists of three processes:
Together they form the foundation for a successful ITIL operation.
The CSI Manager takes IT from zero ITIL to a continual improving ITIL operation. In doing so, he or she must remember to:
- Keep informed about the Service Strategy
- Define what should be measured according to the Service Strategy
- Define what can be measured within practical limits
- Gather data as completely as possible (get What? Where? When? Who? and verify integrity of the data)
- Process the data to make it easy to analyse it
- Analyse the data intelligently, reduce the amount of data to simple conclusions. The aim is to uncover “Why” of any situation one wants to improve. A real “Why” opens the door to handling the situation. The “Why” is the centre of a CSI report.
- Present the data clearly in a report so even a business person can understand it
- Suggest real improvements that align with the Service Strategy. Get the stakeholders to back the suggested improvements and submit them as RfCs. RfCs from CSI have priority.
- Continually inform the stakeholders about the implementation of suggested improvements.
More communication is better than too little. But the communication needs to be concise.
