ITSM - Continual Service Improvement Flashcards
Describe the Continual Service Improvement (CSI) process
The CSI improvement process or 7-step improvement process describes how to measure and report on service improvement. This process is closely alligned to the PDCA (plan-do-check-adjust/act) cycle and the CSI model which sould result in a SIP (service improvement plan)
Add diagram, page 155
Add diagram, page 155
Define the basic conepts of CSI
Measuring is critical in CSI. It is step 3 of the CSI improvement process. It should however never become a goal unto itself. Always keep in mind why you measure. >Before an organisation can produce meaningful measurements it needs to set its baseline by answering the question ‘where are we now?’. If there is little data available, first determine a baseline of relevant data. >Each management level should be addressed in the measuring process, strategic goals and objectives, tactical process maturity and operational metrics and KPIs. This way a ‘knowledge spiral’ developsL the information from Step 6 (present and use the information) in an operational cycle is input for Step 3 (Data collection) in a tactical cycle, and information from Step 6 at the tactical level will provide data to Step 3 of a cycle at the strategic level.
Define Step 1 of 7
What should you measure? - This must follow from the vision (Phase I of the CSI model) and precede the assesment of the current situation (Phase II of the CSI model)
Define Step 2 of 7
What can you measure? - This step follows from Phase III of the CSI model: where do we want to be? By researching what the organisation can measure, it will discover new business requirements and new IT options. Bu using a gap analysis CSI can find areas for improvement and plan these (Phase IV of the CSI model)
Define Step 3 of 7
Gather data (measure) - In order to verify whether the organisation has reached its goal (Phase V), it must perform measurements following from its vision, mission, goals and objectives.
Define Step 4 of 7
Process data - The processing of data is to determine the right presentation format appropriate to each audience.
Define Step 5 of 7
Analyse data - Discrepencies, trends and possible explanations are prepared for presentation to the business (Phase V of the CSI model)
Define Step 6 of 7
Present and user information - The stakeholder is informed whether the goals have been achieved (still Phase V)
Define Step 7 of 7
Implement corrective action - Create improvements, establish new baseline and start cycle from the top
Inputs/Outputs
Complete later - page 157)
