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CSI Tracker Entry

Opportunity Improvement (OPI) ID:

APPT-D4Q7FQ

Date Created:

Dec 4, 2013

Submitted By:

Anonymous,Process Owner

Status:

New

Title:

Demo CSI

Priority:

High

Select Core ITIL Stage:

Service Operation

Select Process(es) in scope:

Incident Management

1. Process Activity for Improvement
(What is the vision ? What activities do we want to improve, why?)
Describe the process/area that you want to improve. Is it aligned with the organizational strategy, goals & objectives?What is its business value proposition?

first level resolution

2. Current State: (Where are we now?)
Describe the current state.Has an initial assessment been performed? Has a process maturity assement been conducted? If so, please provide details of this baseline so that success of the improvement effort can be measured.

first level resolution numbers are low

2a. Measurement Factors:(What are the current Key Performance Indicators (KPIs) if any?)
List the key performance indicators.

percentage of contacts resolved by the Service Desk staff alone without the need for escalation

2b. Current Metrics:(What are the current metrics?)
Describe the current metrics if available.

improve customer satisfaction

3. Future State & Benefits: (Where do we want to be?)
Describe the benefits for future state. What targets have been identified for the improvement initiative. Targets should be set based on business requirements.

4. Action Items:(How do we get there?)
Describe the steps that will be undertaken for improvement to achieve the future state. Is funding available or being requested.

Additional Notes:

Attach Supporting Document(s):

Target Implementation Date: