8/24/2023 0 Comments Superpowered initiative influenceThey are interested in getting quick improvements, so don’t overlook the quick wins that can be implemented around IT Services and/or processes Keep in mind that Senior Management often does not have the luxury of long projects. Step 4 – How Do We Get There?: This is the process improvement projects that are identified, agreed on and funded.Create your Measurement Framework of Key Performance Indicators so that later on you can measure if you have achieved your targets. You may find that being at a level three is all you need to deliver value. The target should not be to have all processes at a level five maturity. Not all processes are equal and some processes will deliver more value to the business than others. Also remember that for process maturity, the key is again to understand the value of a process to the business. If a customer says they want 99.999% availability, be sure that this is what they actually need to support the desired business outcomes they need to achieve. Keep in mind that setting targets should be based on business requirements, and not on business wishes. Targets can be set for availability measures for IT Services or a new maturity level for processes. This may require setting short-term, mid-term and long-term targets. Step 3 – Where Do We Want To Be?: Set realistic targets for the improvement initiative.If you don’t have any basic measurements or metrics today you may need to start collecting these for three to six months and then get agreement on a baseline number. Assessments can also be done around processes such as a process maturity assessment. Assessment can be done on availability and/or performance of IT Services. Answering this question is about performing an initial assessment, or measurements, in order to create a baseline upon which improvement effort success can be measured. Step 2 – Where Are We Now?: In order to be able to identify if you have improved, it is important to know where you started from.It is also important to understand ITs strategy, goals and objectives, and to ensure that they support the Businesses. Step 1 – What Is The Vision?: CSI is all about the Business, so when looking at the CSI Model the first step is to clearly understand the Business vision, strategy, goals and objectives.These approaches are nothing but some pre-defined questions, for which the CSI process tries to find answers. The CSI Model follows a six-step approach for reviewing, evaluation, planning, and implementing the Improvement process. ITIL Continual Service Improvement (CSI) Approach It also shows how the cycle fits into the Data-to-Information-to-Knowledge-to-Wisdom (DIKW Pyramid) structure of knowledge management The individual steps overlayed by the more general Deming (plan-do-check-act) Cycle. The figure below illustrates the Information Technology Infrastructure Library (ITIL) Continual Service Improvement (CSI) seven-step process.
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