CSI – Introduction
What is ITSM and what is its Value?
Why Service Management?
Frames of Reference
Risks of Service Management
Adversely Affected Service Quality
Lack of Baseline Data
Overview of ITSM Schemes
The activities of IT Service Management can be categorized into five interlocking components:
Service Monitoring and Control.
Service Management System – Definition
What are Services?
What are Processes?
What are Service Requirements?
A service requirement represents the needs of the customer, the needs of the users of the service, and the needs of service provider. They include but are not restricted to Service Level Requirements.
Purpose of CSI
The primary purpose of CSI is to continually align and realign IT services to
the changing business needs by identifying and implementing improvements
to IT services that support business processes. In effect, CSI is about
looking for ways to improve process effectiveness and efficiency.
Consider the following saying about measurement and management:
You can not manage what you can not control.
You can not control what you can not measure.
You can not measure what you can not define.
Review, analyze and make recommendations on improvement opportunities in each lifecycle phase.
Review and analyze Service Level Achievement results.
Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes.
Improve cost of effectiveness of delivering IT services without sacrificing customer satisfaction.
Ensure applicable quality management methods are used to support continual improvement activities.
Scope of CSI
Quality – meeting stakeholder needs.
Performance – achieving IT and business goals.
Internal Control – building trust and confidence in service delivery.
Compliance – meeting external requirements.
Continual Improvement Program
Methods and Techniques
CSI leverages several methods and techniques in identifying, justifying, and implementing improvements, including:
Service Improvement Plans.
Assessments and Audits.
Scorecards and Reports.
Return on Investment (ROI).
Service and Management Reviews.
Skills Assessments and Performance Reviews.
Principles of CSI
A successful CSI program will develop an effective policy regarding continual improvement based on several underlying principles:
Service Level Management.
Drivers (External and Internal).
Prioritization of Initiatives.
Creation and Use of Data, Information, and Knowledge.
External Requirements on SMS and Services.
Value to the business
There are 4 commonly used terms when discussing service
ROI (Return on Investment).
VOI (Value on Investment).
To justify any improvement, the IT organization should compare costs
and revenue. The difficulty in doing this, however, is that while the
costs are relatively easy to measure the increase in revenue as a
direct result of the Service Improvement Plan (SIP) is more difficult to
Understanding the organization’s target and current situation should
form the basis of the Business Case for a SIP. A stakeholder
assessment and a goal-setting exercise will help focus on the results
Benefits must be clearly identified to help justify the effort involved in
gathering, analyzing and acting on improvement data. It is important
Consider both direct and indirect benefits.
Identify the benefits for each group of stakeholder at every level in
Define the benefits in clear measurable way.
Other benefits that will be realized by implementing CSI within an
IT organization internal benefits.
A Service Improvement Plan (SIP), just like any other major plan, will
have cost associated with executing its activities:
Staff resources trained in the right skill sets to support ITSM processes.
Tools for monitoring, gathering, processing, analyzing and presenting data.
Ongoing internal/external assessment or benchmarking studies.
Service Improvements either to services or service management process.
Management time to review, recommend and monitor CSI progress.
Communication and awareness campaigns to change behaviors and ultimately culture.
Training and development on CSI activities.
Interfaces to other lifecycle practices.
CSI & Service Strategy
Service improvement opportunities could be driven by external
factors such as new security or regulatory requirements, new
strategies due to mergers or acquisitions, changes in
technology infrastructure or even new business services to be
introduced. Feedback from the other lifecycle phases will also
CSI & Service Design
Design takes the strategy described in the first phase and
transforms it through the design phase into deliverable IT
services. Service Design is also responsible for designing a
management information framework that defines the need for:
Critical Success Factors (CSFs).
Key Performance Indicators (KPIs)
Activity Metrics for both the services and the ITSM processes.
CSI & Service Transition
As new strategies and design are introduced, this provides an
excellent opportunity for continual improvement. Service
Transition is also responsible for defining the actual CSFs,
KPIs and activity metrics, creating the reports and
implementing the required automation to monitor and report on
the services and ITSM processes.
CSI & Service Operation
Every technology component and process activity should have
defined inputs and outputs that can be monitored. The results
of the monitoring can then be compared against the norms,
targets or establishes Service Level Agreements. When a
deviation is identified, between expected and actual
deliverables, a service improvement opportunity is created.
All or Nothing?
At this stage it is easy to assume that all aspects of CSI must
be in place before measurements and data gathering can
begin. However, this is not the case.
Begin reviews of lessons learned now
Make incremental improvements now.
Don’t wait, improvements can start now!