IT Service Management (ITSM) – Continual Service Improvement (CSI)Process and Approach

29th of June, 2018 / / No Comments

Continual Service Improvement (CSI) Process

To define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation. (from ITIL).

Continual Service Improvement (CSI) Purpose, Goals and Objectives

  • Continually align IT services to changing business needs
  • Identify and implement improvements throughout the service life cycle
  • Determine what to measure, why to measure it and define successful outcomes
  • Implement processes with clearly defined goals, objectives and measures
  • Review service level achievement results
  • Ensure quality management methods are used

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Continual Service Improvement (CSI) Values

  • Enables continuous monitoring and feedback through all life cycle stages
  • Sets targets for improvement
  • Calculates Return on Investment (ROI)
  • Calculates Value on Investment (VOI)

Business Value of Measurement

Consider the following factors when measuring process or service efficiency.… [Keep reading] “IT Service Management (ITSM) – Continual Service Improvement (CSI)Process and Approach”

Cloud Operations – Key Service Operation Principles – Consideration

23rd of June, 2018 / / No Comments

Below are some good IT Service Management Operational Principles to consider when migrating applications into Cloud.  These will help to align your operational goals and organisation’s strategic initiatives.

Principle #1

Organisation’s IT Service Management will govern and lead all IT services utilising strategic processes and technology enablers based on industry best practices.

Implications / Outcomes

  • The selected process and technology will be fit for purpose
  • Suppliers and Service Partners will be required to integrate with strategic processes and technologies
  • Process re-engineering including training will be required
  • Everyone uses or integrates with a central platform
  • Process efficiency through effective process integration
  • Reduced operating cost
  • Ensures contestability of services for Organisation

Principle #2

Contestability between IT Service providers is a key outcome for service management across IT@Organisation, where it does not have a negative impact on the customer experience.… [Keep reading] “Cloud Operations – Key Service Operation Principles – Consideration”

Standard Operational Checks for IT Service Management Processes – Once Implemented

10th of June, 2018 / / No Comments

Why Operational Process Checks are Required in Service Management?

  • In order to sustain and measure how effectively we are executing our processes, we require to have process operational checks once implemented.
  • This will allow us to identify inefficiencies and subsequently to improve the current Service Management processes.
  • These checks will also provide input into Continual Service Improvement (CSI) Programme.

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Operational Checks for Service Management Processes – Once Implemented

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Standard Guidelines

  • The operational process checks will be managed by IT Service Management
  • Through process governance meetings, agreement can be established on who will update a section of a process or the whole document.
… [Keep reading] “Standard Operational Checks for IT Service Management Processes – Once Implemented”

Major Incident Management – Inputs and Outputs

7th of June, 2018 / / No Comments

Definition

A major incident is an incident that results in significant disruption to the business and demands a response beyond the routine incident management process.
The Major Incident Management Process applies globally to all Customers and includes Incidents resulting in a service outage.  This process is triggered by Incidents directly raised by Users or via referral from the Event Management Process, which are classified as Major Incidents in the Incident Management Process by the Service Desk.… [Keep reading] “Major Incident Management – Inputs and Outputs”

ITSM – Continual Service Improvement (CSI) – All you need to know

11th of May, 2018 / / No Comments

Why Continual Service Improvement (CSI) is Required?

  • The goal of Continual Service Improvement (CSI) is to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support Business Processes.
  • The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole life-cycle.
  • To manage improvement, CSI should clearly define what should be controlled and measured.
… [Keep reading] “ITSM – Continual Service Improvement (CSI) – All you need to know”

Continual Service Improvement Roadmap – Operations – How it can be done

21st of March, 2018 / / No Comments

Step 1: Current State Assessment – People, Process and Technology
Step 2: Gather Strengths, Weaknesses, Opportunities and Threats (SWOT)
Step 3: Gap Analysis – Comparing with Target State/Aspirations
Step 4: Recommendation and Next Steps
Step 5: Continual Service Improvement Roadmap
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Example: Step 1 – Current State SWOT Analysis
Analyse the current state – SWOT, include all the data in the category below. This will help to compare the target state outcomes.
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Example: Step 2 – Target State
Obtain the target state outcomes and aspirations from the organisation/department that you are analysing.… [Keep reading] “Continual Service Improvement Roadmap – Operations – How it can be done”