Continual Service Improvement Flashcards
What’s the purpose of Continual Service Improvement (CSI)?
Ensure that any areas that need improvement are identified, and that those improvements are effectively and efficiently administered.
What’s the objectives of CSI?
- Review, analyze, prioritize and make recommendations on improvement opportunities at each stage in the life cycle.
- Review and analyze service level achievement
- Ensure quality management techniques are used
- Improve service delivery cost-effectiveness without sacrificing customer satisfaction.
What’s the scope of CSI?
Maintaining the overall health of IT service management, continually aligning services with business needs, and monitoring the maturity of processes throughout the lifecycle.
What’s the CSI approach?
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?
What’s the CSI register?
The CSI register provides a coordinated and consistent view of the potential opportunities that exists.
The CSI manager should have accountability to the creation and maintenance of the CSI register.
What’s the deming cycle and its four-step process?
- Plan: identify objectives and processes to deliver results and meet business needs.
- Do: implement processes
- Check: monitor and measure
- Act: continually improve performance.
What’s a baseline?
A benchmark used as a reference or starting point.
What are the 3 types of metrics of CSI?
Technology metrics
Process metrics
Service metrics
What’s IT governance?
Relationships with the Service Lifecycle - ensures policies and strategy are actually implemented, and that required processes are correctly followed.
What are the three governance areas?
Corporate, enterprise, IT
What’s gap analysis?
An activity which compares who sets a data and identifies the differences.
What’s Key Performance Indicator (KPI)?
KPIs are used to measure the achievement of critical success factors.
Many metrics may be measured, but only themost important of these are defined as key performance indicators and used to actively manage and report on the process.
What’s Critical Success Factor (CSF)?
Something that must happen if an IT service, process, plan, project or other activity is to succeed. KPIs are indicators that are used to measure the achievement of each CSF.
What’s the difference between qualitative KPIs and quantitative KPIs?
Qualitative KPIs relate to service quality and quantitative KPIs measure tangible factors.
What’s included in the 7 step Improvement Process?
- Identify opportunities
- Define measurement
- Gather data
- Process data
- Analyse
- Present
- Implement improvement
