Definition of Improvement Initiatives: Difference between revisions
No edit summary |
|||
Line 12: | Line 12: | ||
==<span id="ITIL Definition of CSI Initiatives">Overview</span>== | ==<span id="ITIL Definition of CSI Initiatives">Overview</span>== | ||
'''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 and process | '''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''': [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]] | '''Part of''': [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]] | ||
Line 26: | Line 26: | ||
One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. ITIL V3 introduced dedicated processes for service and process evaluation and [[Definition of Improvement Initiatives|improvement]]. | One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. ITIL V3 introduced dedicated processes for service and process evaluation and [[Definition of Improvement Initiatives|improvement]]. | ||
To reflect the new structure of Service Strategy processes 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 consequence, 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)]] is showing the most important interfaces (''see Figure 1''). | |||
<p> </p> | <p> </p> | ||
Line 43: | Line 45: | ||
;<span id="SIP">CSI Register</span> | ;<span id="SIP">CSI Register</span> | ||
: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 [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]] (see also: [[Checklist Service Improvement Plan SIP|ITIL Checklist 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 [[ITIL V3 CSI - Continual Service Improvement|Continual Service Improvement]] (see also: [[Checklist Service Improvement Plan SIP|ITIL Checklist CSI Register]]). | ||
:''Please note:'' | :''Please note:'' The ''CSI Register'' was referred to as the ''Service Improvement Plan (SIP)'' within ITIL V3 (2007). | ||
<p> </p> | <p> </p> | ||
Line 57: | Line 59: | ||
== Roles | Responsibilities == | == Roles | Responsibilities == | ||
;<span id=CSI Manager">CSI Manager - Process Owner</span> | ;<span id="CSI Manager">CSI Manager - Process Owner</span> | ||
: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. | ||
Line 64: | Line 66: | ||
{| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top" | {| border="1" align="center" cellpadding="5" cellspacing="0" style="text-align:center;" valign="top" | ||
|- | |- | ||
| valign="top" colspan=" | | valign="top" colspan="3" style="background:#ffffdd;" align="center"| '''Responsibility Matrix: Definition of CSI Initiatives''' | ||
|- | |- | ||
! width=" | ! width="55%" align="center" style="background:#ffffee;" | ITIL Role / Sub-Process | ||
! style="background:#ffffee;" | [[Definition of Improvement Initiatives#CSI Manager|CSI Manager]] | ! style="background:#ffffee;" | [[Definition of Improvement Initiatives#CSI Manager|CSI Manager]] | ||
! style="background:#ffffee;" | Other roles involved | ! style="background:#ffffee;" | Other roles involved |
Revision as of 17:55, 12 April 2012
<seo metakeywords="improvement initiatives, csi initiatives, process improvement itil, itil improvement initiatives" metadescription="Definition of CSI Initiatives: ITIL process definition - Sub-processes - Terms - Additional information on ITIL Definition of CSI Initiatives." />
Overview
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
One of the important changes between ITIL V2 and ITIL V3 was a new focus on continually improving services and processes. ITIL V3 introduced dedicated 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 consequence, 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) is showing the most important interfaces (see Figure 1).
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).
Checklists | 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.
Responsibility Matrix: Definition of CSI Initiatives | ||
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...