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CSI – Introduction

General Understanding

What is ITSM and what is its Value?

Why Service Management?

Clearer Structure

More Control

Process Structure

Cultural Change

Frames of Reference

Risks of Service Management

Initial Introduction

Over Ambition

Adversely Affected Service Quality

Lack of Baseline Data

Insufficient Investment

Overview of ITSM Schemes

ISO/IEC 20000



ITSM Structure

The activities of IT Service Management can be categorized into five interlocking components:

Strategy Management.


Service Monitoring and Control.

IT Operations.

Continual Improvement.

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.

CSI Objectives

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

Predictability (Maturity)

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 Reporting.

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:

Organization change.


Service Level Management.

Drivers (External and Internal).

Prioritization of Initiatives.

Creation and Use of Data, Information, and Knowledge.

Service Measurements.

External Requirements on SMS and Services.

IT Governance.

CSI Approach

Value to the business

There are 4 commonly used terms when discussing service

improvement outcomes:



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

and aims.


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

the organization.

Define the benefits in clear measurable way.


Other benefits that will be realized by implementing CSI within an


Business/customer benefits.

Financial benefits.

Innovation benefits.

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

be important.

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.

Measure now

Analyze now

Begin reviews of lessons learned now

Make incremental improvements now.

Don’t wait, improvements can start now!

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