Intro CSI

Question 1

Purpose of CSI:

Answer 1

• SUPPORT THE BUSINESS BY ENSURING that the IT services provided meet its REQUIREMENTS
• Align IT Services with Changing Business Needs
• Identify improvement opportunities through measurement of current performance
• improvement activities to support the lifecyle approach

Question 2

Purpose 2: if CSI is not followed

Answer 2

• CSI is always seeking ways to improve service effectiveness, process effectiveness and cost effectiveness
• If services and processes are not implemented , managed and supported using clearly defined goals objectives and relevant measurements that lead to actionable improvements the business will suffer
• Depending on the criticality of a specific IT service to the business the org could lose productive hours, experience higher costs, loss of rep, or even busineses failure.
• could also lead to loss of customer business
• it is critically important to understand what to measure why it is being measured and what the successful outcome should be.

Question 3

Objectives:

Answer 3

• Review, analyse, prioritise and make recommendations on improvement opportunities in each LC stage:
• Review and analyse services level achievements
• Identify and implement specific activities to improve IT Service Quality
• Improve the efficiency and effectiveness of the enabling processes.
• Improve cost effectiveness of delivering IT Services
• Ensure applicable quality mgmt methods are used
• Ensure that processes have clearly defined objectives and measurements that lead to actionable improvements.
• Understand what to measure, why it is being measured and what the successful outcome should be.

Question 4

Value to the Business

Answer 4

Gradual and continual business in Service Quality and cost effectiveness

Identification of opportunities for improvements in :
all lifecycle stages and processes
organizational structures
resourcing
partners
tech
staff
training & comms

IT Services remain continuously aligned with the business requirements

Question 5

CSI Scope

Answer 5

ITIL CSI provides guidance in 4 main areas.

1. The overall health of ITSM as a discipline
2. The continual alignment of the service portfolio with the current and future business needs
3. the maturity and capability of the organization, management, processes, and people.
   4, Continual Improvement of all aspects of the IT service and the service assets that support them.

Question 6

Activities within Scope:

Answer 6

Reviewing mgmt info and trends to ensure:

• services are meeting agreed service levels
• the output of the enabling processes are achieving the desired results

Conducting maturity assessments against the process activities and associated roles to demonstrate areas of improvement or, areas of concern,

Conducting internal audits verifying employee and process compliance

Reviewing existing deliverable for appropriateness

Proposing Recommendations for improvement opportunities

Question 7

Activities within the scope of CSI

Answer 7

Conducting customer satisfaction surveys

reviewing business trends and changed priorities and keeping abreast of business projections

Conducting external and internal service reviews to identify CSI opportunities

Measuring and identifying the value created by CSI improvements

Periodically proposing recommendations for improvement opps.

Question 8

Activities within the scope of CSI: Context

Answer 8

Activities must be owned by individuals within the service provider org who are empowered to make things happen

Activities must be planned and scheduled on an ongoing basis

Question 9

CSI Metrics

Answer 9

Effective CSI requires every process or service to have metrics built in; the measurements can then be analyzed to identify improvement. Take a moment to consider the following sayings about measurements and management:

You cannot manage what you cannot control.
You cannot control what you cannot measure.
You cannot measure what you cannot define.
Do you agree with these statements? If you cannot define the desired output and measure whether it has been achieved, then you cannot identify whether improvements are required. If you implement improvements, you cannot tell whether they have made the situation better.

That is why it is critically important to understand what to measure, why it is being measured, and what the successful outcome should be.

Question 10

CSI Approach

Answer 10

What is the vision==> Bsinesess Vision, mission, goals & objectives
Where are we now ==> Baseline Assessment
Where do we want to be? ==> Meausreable Target
How do we get there ==> Service & Process Improvement
Did we get there? ==> Measurement & Metrics