Challenges CSFs and Risks

Question 1

Challenges (1)

Answer 1

Lack of mgmt commitment
Inadequate resources, budget and time
Lack of mature service mgmt processes
Lack of information, monitoring, and measurements
Lack of knowledge mgmt
A resistance to planning and a reluctance to be proced wrong
Lack of corp objectives, strategies policies and business direction
Lack of IT objectives, strategies and policies

Question 2

Challenges (2)

Answer 2

Lack of knowledge of apprciation
Diverse and disparate tech and applications
resistance to change….

Question 3

Critical Success Factors

Answer 3

Appoint a CSI Manager
Adopting a CSI within the org
Management Commitment
Defining clear criteria for prioritising improvemnt projects
Adopting the service lifecycle approach
having sufficient and on
...

Question 4

CSI Challenges

Risks include

Answer 4

Over-ambiltious
Not discussing with the business
not focusing on improving both services and service mgmt processes
not prioritising improvement projects
implementing CSI with little or no tech
Implemeting CSI initative with no resources–this means people must be allocated and dedicated to this.
Implemeting CSI…

Question 5

CSI Challenges

Risks include (2)

Answer 5

Lack of making strategic tactical or operational decisions based on knowledge gained
Lack of management taking action on recommended service improvement mgmt
Lack of meeting personnel in the business to understand new business reqs
Lack of communication/awareness campaign for any improvement or if its late of missing altogether
Not involving the right people at all levels to plan build test and implement the improvement
Removeing testing before implementation or only partially testing so all aspects of the improvement (people, process and tec( must be tested including the documentation