What is Continual Service Improvement?
Continual Service Improvement is a process
improvement discipline used throughout the whole
service management lifecycle.
It has inputs and outputs for all lifecycle
stages. It focuses on the overall health of
Service Management within the
organization.
Continual Service Improvement is the continual
alignment and adjustment of IT Services to meet
the changing business needs by identifying
and implementing improvements to IT Services
that support Business Processes.
Purpose and objectives for Continual Service
Improvement include:
-monitoring the overall health of ITSM as a
discipline
-the continual alignment of the portfolio of IT
Services with the current and future business
needs
-the maturity of the enabling IT processes
required to support business processes in a
continual Service Lifecycle model
-review, analyze and make recommendations on
improvements across all lifecycle stages manage
the improvement activities
 |
A roadmap model to approach service
improvement:
- What is the vision?
-Where are we now?
-Where do we want go?
-How do we get there?
-Did
we
get
there?
-How can we keep the momentum going?
SCOPE of CSI:
The scope of CSI is to:
-
introduce the concepts and principles of CSI at
a high level, ensuring buy-in
-define the value of CSI to the organisation
-define how and what methods and techniques will
be used
Key
Performance
Indicators:
| Key Performance Indicator (KPI) |
Detail |
Category |
| Number of CSIs Logged during the past 30
days |
Number of CSIs that were submitted for
consideration during a period due to
potential improvement in a particular
process |
CSI Phase |
| Number of CSIs that were approved by the
committee |
Number of CSIs that were approved by the
CSI committee to be a project initiative |
CSI Phase |
| Number of processess that were improved
as a result of an approved CSI |
Number of processess that
were improved as a result of a CSI
intiative |
Process Evaluation |
|