CSI Flashcards
How many processes/functions does CSI have?
None, Models only.
CSI Elevator Pitch
provide business with consistent IT service support in the ever-changing business environment.
What should you always ask first?
Why
PDCA Model details
Plan: Design or revise
Do: Implement
Check: Measure
Act: Analyze differences, plan, and implement improvements.
CSI Approach details
Vision, where are we now, where do we want to be, how to get there, did we get there, how to keep momentum going?
Seven step improvement process elevator pitch?
Define and manage the steps required for a successful improvement.
CSI Register definition
used to record and manage improvement opportunities throughout their lifecycle
Continual Service Improvement Program definition
Formal plan to implement those designated improvements, metrics, and other aspects of coordination and maintenance of planned improvements.
Service Improvement Plan definition
service level manager creates if a SLA target continues to be missed.
Critical Success Factors Definition?
an element is essential if a process, project, plan, IT service is to succeed.
What measures CSF?
KPI
3 types of metrics measured in CSI?
Technology, Process, Service.
