[Term of the Day]: Continual Service Improvement
Term of the Day
“Continual Sevice Improvement”
Definition — What is CSI and it's objective?
Continual Service Improvement (CSI) is a metrics-driven approach that ensures continual adjustments and improvements of the IT services taking into account the changing business requirements.
Administering a CSI practice entails management commitment and participation to move from a reactive to a proactive approach.
The fundamental task for CSI is to identify which metrics out of the thousands that are created daily should be monitored. This can be successful only if each step is embedded as a lifecycle.
Step 1: What is the Vision?
Audit your current operations and understand the business strategies, goals and standards for improvements.
Step 2: Where are we now?
Assess to create a baseline upon which improvements efforts can be measured. Gather, process and analyze the data.
Step 3: Where do we want to be?
Set targets for the improvements. Target has to be set based on business requirements.
Step 4: How do we get there?
Present and use the data to implement improvements.
The 4 step improvement process is vital that helps to define the service baseline and processes, metrics, KPIs, critical success factors and corrective measures are taken to identify and improve the gaps in the IT service management.
Successful CSI assures Quality Management, increases profitability, opportunities for improvements throughout the service lifecycle and enables the conservation of adding value.
Good luck with your CSI implementation!