CSU: ITIL v3 Continual Service Improvement Goals and Objectives

This video introduces the continual service improvement (csi) goals and objectives.
Continual Service Improvement (CSI) is one of the five ITIL core publications that together make up the ITIL v3 framework. Although not a standard ITIL v3 is commonly used worldwide to (further) enhance the efficiency and effectiveness of providing IT services to customers.
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office.

Category:

Education

Tags:

• CSU
• ITIL
• V3
• Continual
• Service
• Improvement
• Goals
• and
• Objectives

[GoodDeedsLeadTo]

Hi IsleBeebach: How can you do current state assessment when you are not allowed to sit with the service desk for observation, cannot interview staff, managers, and the documentation sucks?

[IsleBeeBach]

@GoodDeedsLeadTo That becomes rather difficult, but then again you can always ask the Service Desk's clients :-) as ultimately the Service Desk is all about customer satisfaction. I would recommend some type of user/customer survey. That should give you an interesting picture of the current state of the Service Desk :-)

[IsleBeeBach]

@GoodDeedsLeadTo Oh PS: It's often the documentation (policies, process-descriptions, procedures, work-instructions and job-descriptions) that makes the processes measurable, consistent, transferable, improvable, reliable, repeatability, etc. So any documentation that "sucks" is never a good sign when it comes to process maturity ;-)

[IsleBeeBach]

@GoodDeedsLeadTo Oh PS2: If the organization doesn't want you to perform a state assessment of their processes, then they're not beyond the point of seeing (or better feeling) the urgency as yet. I recommend reading John P. Kotter's 8-steps of "Leading Change". Your key stakeholders must feel the need for things to improve or change, otherwise it's a lost cause and I wouldn't even recommend doing a state assessment. In other words without commitment it's a tough fight!

[00kbarlow]

Great video!!!

[IsleBeeBach]

@00kbarlow Thank you for the positive feedback :-)

[GoodDeedsLeadTo]

I have found documents digging to be ineffective, because most of the documents are hardly used. I have seen the right way to ask the supervisors which document they update and use. What do you think is the right approach?

[GoodDeedsLeadTo]

I have found spending few weeks in service areas and understanding the flows, instead of digging through huge stack of documents, to be realistic way of determining current state assessment, analyzing gaps, analyzing vulnerabilities. Identifying risks, identifying value, proposing values, identifying low hanging fruits, creating process maps (logical, physical).

[raosahil]

this is helpful