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8 Cards in this Set
- Front
- Back
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Challenges in implementing CSI |
lack of mng commitment inadequate budget lack of mature processes lack of information, monitoring, measurements lack of objectives, strategies lack of knowledge mng |
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Kotter's 8 steps when implementing changes |
1. create a sense of urgency 2. form a guiding coalition 3. create a vision 4. communicate the vision 5. enpower others to act 6. create quick wins 7. consolidate improvements and create more change 8. institutionalize the change |
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CSI value to business |
CSI ensures that services are aligned with changing business needs by identifying and implementing improvements to IT services that support business processes. The performance of the IT service provider is continually measured and improvements are made to processes, IT services and IT infrastructure in order to increase efficiency, effectiveness and cost effectiveness. |
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value to business of the 7 step impr process |
Enables continual assessment of the current situation against business needs and identifies opportunities to improve service provision. |
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Read inputs to each step in 7 steps process |
book |
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4 balanced scorecard areas |
1. Financial 2. Customer 3. Innovation 4. Internal Scorecard is the strategy broken down into KPIs. |
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3 approaches to start CSI |
1. Service approach 2. Lifecycle approach 3. Functional group approach (short-term only) |
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CSI CSFs |
appointing CSI manager adopting CSI in organization management commitment criteria for prioritizing improvements service lifecycle appraoch resoruces and founding technology |
