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Continual Service Improvement

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beef410's version from 2018-11-01 11:37

Continual Service Improvement

Question Answer
TermsKaizen - IT Governance - CSI Register
Kaizen Continual step-by-step improvements.
IT GovernanceIT leadership putting in place the rules and work ethics of the IT department.
CSI RegisterDatabase/record of improvement opportunities. Records of scope/cost/benefits/etc. Allows for the prioritization of improvements. Part of the SKMS.
Service MeasurementMeasurements are critical to the success of CSI, an example being CSF's
Service ReportingCreating reports on the subset of data captured by IT that is of interest to the business. Provides historical performance information which can be extrapolated into a forecast of IT strengths to market and weaknesses to address.
Service ImprovementContinued IT service which responds to changing business needs including all processes, management and 3rd party suppliers. Including searching for ways to improve service/process/cost effectiveness.
Demming CyclePlan - Do - Check - Act
7 Step Improvement Processdefine what you Should measure - decide what data you Can measure - Gather data - Process data - Analyze data - Present and use information - Implement improvement. SC GPA PI (uSC students have a GPA of PI)
CSI ApproachWhat is the Vision?(Business goals) - Where are we now?(Baselines) - Where do we want to be?(Measurable targets) - How do we get there?(Gap analysis) - Did we get there?(compare metrics) - How do we keep up the momentum?(whats next)
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