ITIL CSI - Continual Service Improvement
ITIL Continual Service Improvement - CSI
CSI is responsible for the continual alignment and re-alignment of IT Services to ever changing business requirements. CSI implements improvement activities and initiatives across the entire Service Lifecycle (except itself).
Whitmore Solutions operated a number of CSI related services:
Service Maturity Assessment Services
| Process / Function Maturity assessments against ITIL best practice recommendations |
| Benchmarking against other internal departments or external organizations |
| Process Engineering / Re-engineering. Development of Policies, Processes, Procedures, Flowcharts, Forms etc. to support functional operation. |
| Implementation of common templates for repeat activities |
| Identification of improvement areas and solutions utilizing various improvement methodologies (ITL 7 Step Improvement Process, PDCA etc.) |
| Customer Satisfaction Survey development |
Process / Function Improvement Services
| Process / Function / Team / Project Roles and Responsibility analysis – RACI Authority Matrix development |
| Skills analysis and mapping |
Service Measurement and Reporting Services
| CSF Development – Critical Success Factor development based on Business Strategy |
| KPI Development – Key Performance Indicator development linked to CSFs |
| Management Report suite scoping and development based on audience |
| SLAM Chart Development |
| Management Console Development |
Service Level Management
| Service Review format development |
| Chairing of Service Review meetings |
| SLA Service Level Agreement development |
| OLA Operational Level Agreement development |
| UC 3rd Party Underpinning Contract Development |
