Course Outline

Overview of Continual Service Improvement (CSI)

• Define CSI
• Scope and objective of CSI
• Importance and purpose of CSI
• How to embed CSI into organisational processes
• How to create business value
• CSI approach

CSI Principles

• Principles of CSI
• Establish accountability
  • Define unambiguous ownership and roles
  • Support CSI application and register
  • Service Level Management and CSI
• Provide adequate governance
  • Knowledge management
  • Apply or implement CSI with the demand cycle
  • Service Measurement
  • Ensure effective governance with CSI
  • Support CSI with frameworks, models, standards and quality systems

The seven-step Improvement Process

• Determine what to measure
  • Define what to measure
  • Conduct gap analysis
• Gather Data
  • Data processing
  • Analysing data
  • How to present and use the information?
  • Implement corrective actions
  • Integrate CSI with the other stages of the service lifecycle

CSI Methods and Techniques

• Activities for delivering CSI
  • Perform gap analysis
  • Implement benchmarking
  • Design and analyse service measurement frameworks
  • Create ROI (Return on Investment)
  • Articulating service reporting
• Key metrics
  • Technology metrics
  • Process metrics
  • CSFs and KPIs
  • Service metrics
  • Initiating a SWOT analysis
  • Measure benefits to the business
• Support CSI activities
  • Availability Management
  • Capability Management
  • IT Service Continuity Management
  • Problem Management
  • Knowledge Management

Organisation and Technology Considerations

• Define roles and responsibilities
• Organisational structure supporting CSI
• Systems and Network Management Tools
• Automated incident and problem resolution
• Statistical analysis tools
• Business intelligence and reporting

Implementing Continual Service Improvement

• Key considerations
  • Analyse the starting point
  • Relating role of governance
  • Determine the effect of organisational change
  • Develop a communication strategy
• Implementation challenges and risks
  • Establish critical success factors
  • KPIs
  • Develop risk-benefit analysis