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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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