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Continual Service Improvement Manager

Continual Service Improvement Manager

David Whapples

(2015)

Abstract

To remain competitive, businesses need to ensure that their systems are supporting their needs. The role of a continual service improvement (CSI) manager is to align IT services to changing business needs and to identify areas for improvement. This practical and accessible book gives an excellent introduction to the role, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role.
In order to remain competitive in today's fast-paced business environment, organisations need to ensure that their systems are supporting business needs. The role of the continual service improvement (CSI) manager is to align IT services to evolving business needs by identifying and implementing improvements that support business processes and drive quality service management. This highly accessible book gives an excellent introduction to the role, covering areas such as purpose, required skills, responsibilities, interface and career progression as well as tools, standards and frameworks related to the role. Based on the author's extensive experience, it gives practical guidance to those new to the role or interested in getting a better understanding of what it entails.
Continual service improvement is one of those topics that gets talked about but is rarely fully realised. In this publication David provides excellent practical advice on how to make it happen, with specific guidance on who needs to do what. Essential reading for anyone working in IT or IT service management.
Kevin Holland
With over 20 years of service management experience, David has been involved in continual service improvement first hand both as a consultant and in permanent roles. From process design, process enhancements, toolset implementations, setting up improvement frameworks, to full blown improvement projects, David has assisted organisations in achieving business benefit from improving IT services.

Table of Contents

Section Title Page Action Price
Front Cover Cover
Copyright iv
CONTENTS v
LIST OF FIGURES AND TABLES vii
AUTHOR viii
ABBREVIATIONS ix
PREFACE xi
1 INTRODUCTION 1
WHY CHANGE? 1
SERVICE IMPROVEMENT 3
THE ROLE 3
KEY FACTORS 5
SUMMARY 6
2 OVERVIEW OF THE FIELD 8
INTRODUCTION TO CONTINUAL SERVICE IMPROVEMENT 8
PROMOTION OF CONTINUAL SERVICE IMPROVEMENT 11
COORDINATION OF IMPROVEMENT ACTIVITY 12
RECORDING OF IMPROVEMENT ACTIVITY 15
PROVISION OF ADVICE AND GUIDANCE 16
MEASUREMENT 17
REPORTING 18
3 THE ROLE 20
PURPOSE AND OBJECTIVES OF THE ROLE 20
SCOPE 27
OWNERSHIP 29
STRATEGY 31
SKILLS 37
RESPONSIBILITIES 39
INTERFACES AND DEPENDENCIES 47
4 TOOLS, METHODS AND TECHNIQUES 53
STANDARDS 53
LEADING PRACTICE FRAMEWORKS, PROCEDURES AND PROCESSES 54
TOOLS 55
TOOLING OPTIONS 58
TECHNIQUES 59
SERVICE MEASUREMENT 86
METRICS AND MEASUREMENT 87
CRITICAL SUCCESS FACTORS AND KEY PERFORMANCE INDICATORS 88
5 CAREER PROGRESSION AND RELATED ROLES 89
CAREER PROGRESSION 89
RELATED ROLES 90
6 CASE STUDY 94
MONTHLY REPORTING 94
SERVICE IMPROVEMENT FORUM 97
PROCESS WORKSHOPS 99
WORKING WITH SERVICE MANAGERS 101
PREPARATION FOR AN EXTERNAL AUDIT 102
SUPPORTING THE INCIDENT MANAGER IN PLANNING A MAJOR PROCESS CHANGE 102
PLANNING AND ORGANISATION 103
APPENDIX: SERVICE MANAGEMENT FRAMEWORK TEMPLATE 105
REFERENCE 110
INDEX 111
Back Cover 116