itil csi : the age of continual service management
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ITIL CSI : The age of Continual service improvement
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Objectives
Introduction to CSI
Importance of CSI in organizations
CSI Principles
CSI process, Methods and Techniques
Starting your CSI Journey
Next Steps
Q&A
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Introduction to CSI
Core Volume of ITIL V3 2011
Continual Service Improvement vs Continuous Service Improvement
Quality Method – Deming Cycle (PDCA)
Lean, Agile, Six Sigma
Identify, execute and deliver business value
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Importance of CSI in organizations
Business Value
Productivity
Cost
Resource Optimization
Customer Satisfaction
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Balance Score Card (Top to Bottom)
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CSI Approach
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Cascading Improvements -CSI
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Starting your CSI Journey
If you want it, you need to measure it
Corollary A- If you measure it, you better want it
» Measures work . Behaviors will skew towards the measures and you will get what you measure, which is
not always you want.
Corollary B - Don`t measure it if you don`t need it
» Measures takes work. Many organizations have wasted time and money collecting meaningless measures
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Starting your CSI Journey
Corollary 3: Be in Control
» Use metrics to drive executive decision making - don`t present a metric unless it is needed to drive
towards an executive decision.
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CSI Register
Log all improvement opportunities across lifecycle
Prioritize based on cost/effort/benefit
Manage and track, report success
Find opportunities to improve CSI itself
» CSI register via Agile backlog, Kanban board, spreadsheet
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CSI Culture
CSI Leads organization
Lean, Agile, ITSM training
Provide Measurement and Reporting exercise
Set Target for Process Improvement
Implement Metrics that track performance
Roll out 7 Step Process
Facilitate and Communicate Improvement Initiatives
Follow up of Actions Committed – Gamification workshop
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CSI Governance
We created a Governance model for CSI to
» Enable good ideas to be captured easily
» Categorize the initiatives by size
» Enable “Joint Working” with client
» Provide guidance on how to drive initiative from start to completion
» Ensure Benefits are tracked
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Practical CSI
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CSI via Experiential Learning
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Lessons Learnt
Senior Management Support
CSI is better suited as “Business as Usual” discipline – Plan when best to implement if undergoing transformation
Program
Alignment with Company vision and Strategic direction
Start with something you can deliver, build credibility and demonstrate business value
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Lesson learnt
Communication – Both with Internal and External Stakeholder with credit given
Identify business benefits early in the lifecycle (BRP, Milestone stage gates)
Develop your networks and relationships
CSI as a Internalization Culture (Ideas, Think Tank)
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Next Steps
Understand what your customers value
Set Clear goals and objectives aligned with overall strategy of the company
Encourage participation on the ground
K.I.S.S
Measure the value of Improvements
Communicate & Celebrate
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Questions
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