CSI Manager

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About this image

Continual Service Improvement (CSI) is a discipline in IT service management.

The role of CSI Manager is to ensure the goals of the CSI process are achieved. The main goal is to ensure success of all improvement activities.

This role of accountability coupled with competence and authority virtually guarantees a successful improvement programme. Providing proper authority to this role is key to its success.

Contents

The job

The CSI Manager is a position within the scope of CSI ITILv3 process.

This document provides a good description of the position but is not complete for every organization. Adjust as necessary.

Position

  • Immediate seniors are the Service Manager.
  • Immediate juniors are the staff triggering the CSI Management process.
  • "Users" are all users of internal and external IT services.
  • "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
  • "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.

Production

Key Performance Indicators (KPIs)

  • The main KPIs of CSI will be based on improvements from CSI baselines in all other ITIL processes. E.g. Before implementing CSI project on Release and Deployment Management, a baseline shows that 80% of releases actually bypass the process and its predefined activities. The baseline must be used to show the before/after effect of CSI. This must also relate to the CSI process itself.

Metrics

  • Number of running CSI projects

Responsibilities

CSI Manager is responsible for:

Tasks

  • Ensuring CSI activities are included in all other ITIL processes.
  • Ensuring CSI roles are taken to deploy CSI activities.
  • Work with Service Level Manager to introduce Service Improvement Plans
  • Ensures baselines are taken as appropriate for later comparisons
  • Ensures Service measuring and Service reporting activities are included in all other processes.
  • Defines and reports on KPIs, applying CSI activities to produce winning KPIs
  • Making recommendations for Service Improvement Plans (SIPs)
  • Ensuring the CSI process is performed as designed.
  • Developing a CSI model for the role of CSI Manager.
  • Ensuring the CSI process is fit for purpose.
  • Ensuring process description meets objectives
  • Sponsorship, design, and CSI of the process and its metrics.
  • Following the organization's policies relating to employment.

Personnel

  • Leading and supporting the CSI Management team.
  • Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
  • Understanding the full scope of the CSI process.
  • Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
  • Ensuring any disagreements with employees have the opportunity to become RfCs.

Reporting

  • To Process Manager (To ensure optimal process interaction)
  • To Service Owner (To improve all CSI Management decisions)
  • To Service Manager (For SIPs needing escalation)
  • To ITSG (To ensure all IT goals are aligned to business goals)

Authority

File:CSI roles ITSM.png
CSI roles of Authority

To run a forward thinking, service-oriented IT partner to the Business, these roles are crucial. Improvements will not happen by themselves. IT requires a structured programme (several projects) and mature processes. The roles in the diagram to the right are responsible for that programme.

Resources

Internal resources

The CSI Manager has internal resources available as defined by the organization for process owners.

External resources

The CSI Manager has external resources as appropriate to ensure the fulfilment of the objectives of the CSI management process.

Qualifications

It is expected that the CSI Manager has the competence required to competently manage the CSI Management ITILv3 process.

It is expected that he/she constantly acquires knowledge necessary to continually manage the CSI Management ITILv3 process better so that expectations are continually met.

Advancement

As CSI Manager you have the possibility to apply for positions as Service Manager and other key positions in the ITSM life cycle phase. You are also encouraged to apply for other positions in Applicationand Technical Management.

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