This way they will have a proactive approach toward service improvements, and it is to be expected that such person’s costs should be covered with the savings (or revenue increase) that result from the improvement activities.įigure: Building of SIP Where do the improvement initiatives come from, anyway? But, bigger IT organizations can do that. Sure, smaller organizations can’t afford that.
Ideally, the CSI Manager will be someone’s job description, i.e., there will be a person dedicated only to this role. The CSI Manager should encourage all process managers to actively participate in CSI. Almost every process in the service lifecycle can be a source of improvement initiatives. Processes throughout the service lifecycle. This can hardly be predicted, and the solution usually requires compromise with some other plans or confirmation of unplanned costs. The complicated part is when initiatives come through the Service Level Management or Business Relationship Management process, i.e., processes that are in direct contact with customers and that can anticipate where improvements are necessary (which, further on, lead to increased customer satisfaction or value created with the service). Working together with service owners, i.e., process managers is essential, because they are knowledgeable about services and processes.īudgeting. When budgeting takes place (do you remember – one of the activities in the Financial Management process?), a certain amount of money should be planned for improvement activities. He is the one who works together with process managers, service owners, or functions to identify opportunities for improvement, build SIPs, and make improvements. The CSI Manager is responsible for the success of all improvement activities. There are several parameters that need to be considered: As long as it contains all relevant information for a particular improvement initiative, it’s fine – i.e., as long as the owner of the initiative has all that he needs to manage it.Īlthough it sounds simple (i.e., someone has a good idea of what – and how – to improve), it really isn’t. If it suits your needs – it could be a single document. As the name implies (i.e., a plan) – it contains all relevant information for a particular improvement initiative.
This is your tool to manage improvement initiatives. From there, a Service Improvement Plan (SIP), whichis a formal plan for improvement, should be created. That’s the database with improvement opportunities. All improvement initiatives should be recorded in the Continual Service Improvement (CSI) register. How do you manage improvement initiatives? The situation would become just like the traffic in a big city without traffic signs.
#IT SIP DEFINITION HOW TO#
Now, can you imagine the mess that would be caused if everyone who has an idea of how to improve something would start implementing whatever he finds appropriate? There would be many improvement initiatives running in parallel. Those “things” could be a service (or some part of it), a process, training, documentation… etc. Many of them have an idea of how to improve things they are dealing with. There are a lot of companies that practice many of the processes, i.e., functions.
IT Service Management (according to ITIL) encompasses altogether 26 processes and 4 functions. One of the consequences of the progress in technology and applications development is that services are gaining in complexity.