CSI Principles

Question 1

ownership

Answer 1

Fundamental to any improvement strategy
The CSI manager is accountable for:
-Ensuring that best practice is adopted and sustained thruout the org
-Success of CSI in the ORG but not accountable for improvements of specific services which are responsibility of the appropriate service owner.

Question 2

Deming cycle

Answer 2

PLan DO Check ACT

Checking and ACting for CSI
Did we get the value and benefit

Question 3

difference of continuous and continual improvements

Answer 3

continually working in steps –analyse and review.

continous is non-stop, constant.

Question 4

CSI Approach

Answer 4

Diagram…Fave one!

What is the vision–Business Vision, mission, goals and objectives?
Where are we now? - Baseline ASsessments

Where do we want to be? - Measureable targets

How do we get there - Service and Process improvement

Did we get there- Measurements and metrics

(or why not?)

Question 5

CSI Approach – Context

Answer 5

Embrace the vision by understanding rthe high level business objectives – the vision should align the busienss and IT Strategies

ASsess the current situation to obtain an accurate unbiased snapshots of the current posion oin terms of the busineses org people process and tech

Understand and agree on the priorities for improvement based on a deeper dev of the principles defined in the vision. The full vision may be years away but this step provides specific goals and a manageable timeframe

Detail the csi plan to achieve higher quality service provision by iplmentingin or improving ITSM processes

Verify that measurements and metrics are in palce and that the milestones were achieved process compliance is high and business objectives and priorities were met by the level of service.

Finally the approach should ensure that the momentum for quality improvement is maintained by assuring that changes become embedded in the org

Question 6

Business INvolvement in CSI

Answer 6

What is the vision
Where are we now
Where do we want to be
How do we get there
-Initiatives should be logged in the CSI register-
Did we get there.

Business needs to be involved with CSI in decision making on what improvement initiatives make sense and add the greatest value back to the business.
-CSI approach will enable the correct question to be asked from both a business and an IT perspective
-

Question 7

CSI Register

Answer 7

SPreadsheet–can be.
whole point is nothing gets lost.
Job of the CSI manager to review this list occasionally.
good tool for keeping that info in one place.

Question 8

Frameworks Models standards and quality standards

Answer 8

QMS ISO 9000
Total Quality MGmt
Risk Mgmt
Control Objectives for info and related Tech COBIT
ISO/IEC 20000 and other ISO standards for IT
ISO 14001 environmental mgmt standard
Programme and PM including Prince2
Skill framework for the information age SFIA
CMMI Capability Maturity Model Integration PROCess maturity 1/2 increments 1-5 score.
ISO/EIC 27001 Information Security mgmt system
MARKETING TOOLS!
IT Governance Standard

Question 9

CSI Register

Answer 9

Contains important info for the overall service provider
introduces a structure and visibility to CSI
Improvement opps should be categorized
Each improvement initiative should show the benefits
should be held and regarded as part of the service knowledge Mgmt System (SKMS)!!!
Provides a coordinated consistent view of the potentially many improvement activities
CSI manager should have accountability and responsibility for the production and maintenance of the CSI register.