Category:CSI

From IT frameworks

Contains all articles falling under the ITIL v3 Life cycle phase Continual Service Improvement.

The Continual Service Improvement life cycle phase contains a process named Continual Service Improvement. Occasionally the process is referred to as the 7 Step Improvement Process.

Contents 1 Interaction 2 Goals & Objectives 3 Terminology 4 Roles 5 Scope 6 Activities 7 Interfaces 7.1 Inputs 7.2 Outputs 8 Value to the Business 9 Implementation 10 Challenges to implementation 11 Flow Chart Model 12 Tips for exam 13 References and resources

Interaction

The following Activity Diagram (also called swim lane diagram) shows the interactions between the 3 processes in the CSI life cycle phase..

Click on the image below for a larger version.

Goals & Objectives

To measure, report and improve existing processes.

Terminology

• Baseline - Baselines are taken for later comparison
• Points of intervention - Specific areas to break in and improve
• DIKW - Data, Information, Knowledge, Wisdom
• SIP - Service Improvement Plan
• Metrics - Raw data
• KPIs - Key Performance Indicators
• CSFs - Critical Success Factors

Roles

• Process Owner - Specific process owner
• Process Manager - Manager over several processes
• Service Owner - Accountable for a specific service. Service Owner is a role defined under CSI to ensure Continual Service Improvement of the service.
• CSI Manager - Responsible for implementing CSI in all life cycle phase processes

Scope

All processes implemented by the IT Organization will be enhanced by CSI

Activities

DIAGRAM NEEDED HERE 7 Step Improvement Process

1. What should you measure. (Measure to improve)
2. What can you measure (Defining areas of the Service where we can implement SIPs)
3. Gather data (Actually measure, we measure to check if we are meeting goals)
4. Process data (Measurements set against KPIs and CSFs)
5. Analyze data ((What do the measured results mean? Why did we recieve these results, either + or -)
6. Present and use information (Turning information to knowledge, presenting to stakeholders)
7. Implement corrective actions (This explains how CSI becomes a process in itself. Resart from step 1)

nb: Before starting step 1, always ensure re-alignment with customer vision & strategy.

Interfaces

Inputs

• Results from 7 step improvement process
• Updated customer vision, goals and objectives
• Compliance
• Other key processes

Outputs

• Results from 7 step improvement process
• Updated IT goals, objectives and visions
• SIPs

Value to the Business

Extracting presentable knowledge and implementing corrective actions to meet customer goals, objectives and visions

Implementation

Challenges to implementation

Flow Chart Model

Tips for exam

• Learn correct order of the 7 step improvement process

References and resources