CSI is not a Crime…if you can improve service quality

In the continuing quest to improve and align our IT services with the changing needs of the organization, we sometimes find ourselves implementing change in response to major problems and not because of a proactive desire to improve service and mature the processes that support them. In many cases, the inability to move forward with improvement projects is caused by a lack of funding and resources to support these opportunities. In some cases, we just don’t know where to start.

Some objectives of Continual Service Improvement (CSI) are to improve service quality as well as the efficiency and effectiveness of enabling ITSM processes. One way this is done is through assessing the level of maturity within your processes. You can start by performing a process assessment, using a recognized process assessment framework (i.e. TIPA – Tudor IT Process Assessment), to help identify where you fall within a maturity model. Through an assessment, an organization can find out where they stand (in relation to the maturity model) as it pertains to areas such as documenting, funding, roles and responsibilities, policies, plans, procedures, monitoring, analysis, trending, reporting and integration with other processes. The assessment results will provide a baseline that will support the identification of improvements, and metrics needed to mature and manage the process while enhancing the level of service provided.

So how do you continue moving forward? Understand the goals and objectives of the business, perform an assessment to understand where you are today, identify areas for improvement to get to where you want to be, implement those improvements, and use measurements and metrics to help manage the process and determine if the defined goals are being achieved.


Paul Solis is an Associate at Cask, LLC and is currently providing consulting services to both commercial and federal customers throughout the country. He has worked with clients, ranging from 500 to 500,000 users, to build Service Management programs, roadmaps, services, portfolios and processes in the Financial, Federal, Defense, Technology, and Gaming industries. Paul has over 13 years of IT experience in the areas of ITSM, Systems Administration, Web Development, Network Administration, and Project Management. Paul is a graduate of San Diego State University with a Bachelor’s degree in Management Information Systems and the University of San Diego with a Master’s degree in Business Leadership.

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