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CSI puts the ‘taste’ back in Service Management

Francois Biccard This article has been contributed by Francois Biccard, Support Manager. We have all probably heard the slogan ”Common sense is like deodorant, the people who need it most never use it”. In my observation that probably rings true for many organisations when it relates to a Continual Service Improvement (CSI) plan or strategy. The more an organisation grows, the more it becomes an... 

BAU Improvements

In my last article on service improvement, I laid out four premises that underlie how I think we should approach CSI: Process improvements evolve with time on railroads Everything we change is service improvement. Improvement planning comes first. We don’t have enough resource to execute all desired improvements. We choose the wrong unit of work for improvements. What are the desired business outcomes? We... 

Everything is improvement

Traditionally Continual Service Improvement (CSI) is too often thought of as the last bit we put in place when formalising ITSM.  In fact, we need to start with CSI, and we need to plan a whole portfolio of improvements encompassing formal projects, planned changes, and improvements done as part of business-as-usual (BAU) operations.  And the ITIL ‘process’ is the wrong unit of work for... 

Service Improvement at Cherry Valley

Problem, risk, change , CSI, service portfolio, projects: they all make changes to services.  How they inter-relate is not well defined or understood.  We will try to make the model clearer and simpler. Problem and Risk and Improvement The crew was not warned of the severe weather ahead In this series of articles, we have been talking about an ethanol train derailment in the USA as a case study for... 

Getting started with social IT (Part 2 of 2)

Following on from Matthew Selheimer’s first installment on social IT, we are pleased to bring you the second and final part of his guide to getting started with social IT Level 3 Maturity: Social Embedding The saying, “Context is King!” has never been truer and this is the foundational characteristic for attaining Level 3 social IT maturity; Social Embedding. This level of social IT maturity... 

Review: itSMF Continual Service Improvement SIG

Like many who work in ITSM, I am of course aware of the need for, and the importance of Continual Service Improvement throughout the Service Management Lifecycle. But what does it entail in real terms, and not just what I read on the ITIL course/in the books? I came along to the itSMF CSI SIG, held in London to find out. CSI in a nutshell The purpose of CSI is to constantly look at ways of improving... 

Moving Beyond ITSM Maturity Assessments

Maturity assessments are popular for kick-starting ITSM initiatives. It allows an organization to spot gaps and prioritize areas for improvement. However, the half-life of a maturity assessment is remarkably short and the impact of the glossy report can quickly fade. The key messages and compelling recommendations can soon be lost in the noise of other projects and new fires to fight. What stops the... 

Product Group Tests

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