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'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">The objective of the process <i>'Definition of CSI Initiatives'</i> is to define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation.</span></p> | |||
<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" title="ITIL Continual Service Improvement">Continual Service Improvement</a></html> | |||
'''<span id="Overview">Objective:</span>''' <html><span itemprop="description">The objective of the process <i> | |||
<p><b>Part of</b>: <a | |||
'''Process Owner''': [[Definition of Improvement Initiatives#CSI Manager|CSI Manager]] | '''Process Owner''': [[Definition of Improvement Initiatives#CSI Manager|CSI Manager]] | ||
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==Process Description== | ==Process Description== | ||
[[Image:Itil-definition-csi-initiatives.jpg|right|thumb| | [[Image:Itil-definition-csi-initiatives.jpg|right|thumb|500px|alt=Definition of Improvement Initiatives ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-definition-csi-initiatives.jpg|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_definition_improvement_initiatives_itilv3.pdf ITIL Definition of CSI Initiatives (.pdf)]]] | ||
A key change between ITIL V2 and ITIL V3 has been a new focus on continually improving services and processes. ITIL V3 introduced specific processes for service and process evaluation and improvement. | |||
In | In ITIL 2011, the ''CSI Register'' has been introduced as a central document or database where all improvement opportunities and initiatives are recorded. As a result, one of the main outputs from CSI now is the [[Definition of Improvement Initiatives#SIP|CSI Register]] - instead of the ''Service Improvement Plan (SIP)'' as per ITIL V3 (2007). SIPs now take a much less prominent role as in ITIL 2007 (SIPs may still be used as plans to implement improvements to individual services or processes). | ||
To reflect the new structure of Service Strategy processes in ITIL 2011 the interfaces of the process have been adapted. The process overview of [[Media:Itil-definition-csi-initiatives.jpg|ITIL Definition of CSI Initiatives (.JPG)]] | To reflect the new structure of Service Strategy processes in ITIL 2011 the interfaces of the process have been adapted. The process overview of [[Media:Itil-definition-csi-initiatives.jpg|ITIL Definition of CSI Initiatives (.JPG)]] shows the key information flows (see fig. 1). | ||
[[ITIL 4]] describes these key activities in the [[ITIL_4#General_management_practices|general management practice]] of "[[ITIL_CSI_-_Continual_Service_Improvement#ITIL_4_Continual_Improvement|Continual improvement]]". | |||
==Sub-Processes== | ==Sub-Processes== | ||
No sub-processes are specified for [[Definition of Improvement Initiatives|Definition of CSI Initiatives according to ITIL]]. | No sub-processes are specified for [[Definition of Improvement Initiatives|Definition of CSI Initiatives according to ITIL]]. | ||
<p style="clear:both;"> </p> | |||
<p> </p> | |||
==Definitions== | ==Definitions== | ||
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<p><span itemprop="name">The following <a href="/index.php/ | <p><span itemprop="name">The following <a href="/index.php/ITIL_Glossary#ITIL_Glossary_A-Z" title="ITIL Glossary">ITIL terms and acronyms</a> (<i>information objects</i>) are used in the ITIL process "Definition of CSI Initiatives" to represent process outputs and inputs</span> | ||
</p> | </p> | ||
<p><b><span id="SIP" itemprop="itemListElement">CSI Register</span></b> | <p><b><span id="SIP" itemprop="itemListElement">CSI Register</span></b> | ||
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==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>== | ==<span id="Checklists_.7C_KPIs">Templates | KPIs</span>== | ||
<html> | |||
<ul> | |||
<li><a itemprop="significantLinks" href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Continual_Service_Improvement#ITIL_KPIs_Definition_of_CSI_Initiatives" title="ITIL KPIs CSI Initiatives">Key Performance Indicators (KPIs) Definition of CSI Initiatives</a></li> | |||
<p> | <li><a itemprop="significantLinks" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Service_Improvement_Plan_SIP" title="CSI Register - Service Improvement Plan template">CSI Register (Service Improvement Plan - SIP)</a></li> | ||
</ul><p></html> | |||
==Roles | Responsibilities== | ==Roles | Responsibilities== | ||
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*The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services. He will continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost effectiveness. | *The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services. He will continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost effectiveness. | ||
<p> </p> | |||
{| | {| class="wikitable" style="background: white;" | ||
|- | |- | ||
|style=" | |+ style="background:#013b5e; color:#ffffff; font-size: 120%" colspan="3"| '''Responsibility Matrix: Definition of CSI Initiatives''' | ||
|- | |- | ||
! style="background:#ffffee; width: 55%; text-align:center" | ITIL Role / Sub-Process | ! style="background:#ffffee; width: 55%; text-align:center" | ITIL Role / Sub-Process | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | [[Definition of Improvement Initiatives#CSI Manager|CSI Manager]] | ||
! style="background:# | ! style="background:#eeeeee; font-size: 90%" | Other roles involved | ||
|- | |- | ||
|style="text-align:left;" |[[Definition of Improvement Initiatives|Definition of CSI Initiatives]]<br /> ''(no sub-processes specified)'' | |style="text-align:left;" |[[Definition of Improvement Initiatives|Definition of CSI Initiatives]]<br /> ''(no sub-processes specified)'' | ||
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|- | |- | ||
|} | |} | ||
'''Remarks''' | '''Remarks''' | ||
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<span id="Team">[3] Process Owner, Service Owner, Service Level Manager, and others, in cooperation. [[ITIL Roles|Role descriptions...]]</span> | <span id="Team">[3] Process Owner, Service Owner, Service Level Manager, and others, in cooperation. [[ITIL Roles|Role descriptions...]]</span> | ||
==Notes== | |||
== | <html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter | Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p> | ||
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[[Category:ITIL V3]][[Category:ITIL | [[Category:ITIL 4]][[Category:ITIL 2011]][[Category:ITIL V3]][[Category:ITIL practice]][[Category:ITIL process]][[Category:Continual Service Improvement|Definition of Improvement Initiatives]][[Category:CSI Initiative|!]] | ||
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Latest revision as of 12:58, 31 December 2023
Objective: The objective of the process 'Definition of CSI Initiatives' is to define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer’s cooperation.
Part of: Continual Service Improvement
Process Owner: CSI Manager
Process Description
A key change between ITIL V2 and ITIL V3 has been a new focus on continually improving services and processes. ITIL V3 introduced specific processes for service and process evaluation and improvement.
In ITIL 2011, the CSI Register has been introduced as a central document or database where all improvement opportunities and initiatives are recorded. As a result, one of the main outputs from CSI now is the CSI Register - instead of the Service Improvement Plan (SIP) as per ITIL V3 (2007). SIPs now take a much less prominent role as in ITIL 2007 (SIPs may still be used as plans to implement improvements to individual services or processes).
To reflect the new structure of Service Strategy processes in ITIL 2011 the interfaces of the process have been adapted. The process overview of ITIL Definition of CSI Initiatives (.JPG) shows the key information flows (see fig. 1).
ITIL 4 describes these key activities in the general management practice of "Continual improvement".
Sub-Processes
No sub-processes are specified for Definition of CSI Initiatives according to ITIL.
Definitions
The following ITIL terms and acronyms (information objects) are used in the ITIL process "Definition of CSI Initiatives" to represent process outputs and inputs
CSI Register
- The CSI Register is used to record and manage improvement opportunities throughout their lifecycle. The addition of new entries to the CSI Register is typically triggered by Continual Service Improvement (see also: ITIL Checklist CSI Register).
- Please note: The CSI Register was referred to as the Service Improvement Plan (SIP) within ITIL V3 (2007).
Templates | KPIs
- Key Performance Indicators (KPIs) Definition of CSI Initiatives
- CSI Register (Service Improvement Plan - SIP)
Roles | Responsibilities
CSI Manager - Process Owner
- The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services. He will continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost effectiveness.
| ITIL Role / Sub-Process | CSI Manager | Other roles involved |
|---|---|---|
| Definition of CSI Initiatives (no sub-processes specified) |
A[1]R[2] | R[3] |
Remarks
[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the ITIL "Definition of CSI Initiatives" process.
[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within the process.
[3] Process Owner, Service Owner, Service Level Manager, and others, in cooperation. Role descriptions...
Notes
By: Stefan Kempter 
, IT Process Maps.
Process Description › Sub-Processes › Definitions › Roles
