Term
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Definition
- Align IT services with the changing business needs by identifying and implementing improvements to IT services that support business processes:
- Support the entire service lifecycle
- Improve services and processes
- Improve cost-effectiveness
- Critically important to understand:
- What to measure
- Why it is being measured
- What the successful outcome should be
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Term
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Definition
- CSI manager role is accountable and responsible for CSI organization:
- Ensures the best practices are adopted and sustained throughout the organization
- Ensures there are adequate resources to support CSI
- Establishes the CSI framework within the organization
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Term
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Definition
CSI register should be created to record all improvement opportunities:
- Provides structure and visibility for potential improvements
- Identifies the potential benefits
- Support prioritization and categorization
- Is part of the SKMS
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Term
The Seven-Step Improvement Porcess (be familiar with all the steps, input & outputs) IDG-PAPI |
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Definition
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Term
Process the Data: Activity Tasks |
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Definition
Activity Tasks
- Define processing data requirements
- Define frequency of processing data
- Determine format and tool requirements
- Develop processing data procedures
- Develop and communicate processing data plan
- Update availability and capacity management plans
- Begin processing data
- Process into logical groupings
- Evaluate for accuracy
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Term
SLAM Chart (What is the concept of a SLAM chart?) |
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Definition
This type of chart provides a visual representation of the service providers ability to meet defined and agreed requirements over a period of eight months. Can be a great marketing tool. Should clearly show whether CSI has improved the situation. |
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Term
CSI Methods and Techniques: Assessements
- Initial step is to chose or define the maturity model and the attributes measured at each level
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Definition
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Term
Different Levels of Measurement and Reporting
(Know the difference between a service scorecard and a service dashboard) |
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Definition
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Term
Process Model Measurement Model |
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Definition
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Term
Creating Scorecard Reports |
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Definition
- The following should be understood before reports are designed:
- The target audience for the report
- What the report will be used for
- Who is responsible for creating the report
- How will the report be created
- How frequently will the report be created
- What information will be produced
- The audience's preference for the format of the report should be considered
- The reporting tools chosen should support the flexibility required
- Reporting is a means, not an end in itself
NOTE: Reports generate an expectation of meeting to discuss the report |
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Term
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Definition
- Balance is achieved by goal setting and management across four perspectives:
- Customer
- Financial
- Internal
- Learning and growth
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Term
SWOT Analysis Considerations |
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Definition
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Term
Performing SWOT Analysis
(Might be asked to do a SWOT analysis on the Exam |
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Definition
1st - Define and agree upon nthe desired end-state or objectives
- Identify and list all SWOT related to the achievment
- Generate strategies for achievement of the objective:
- How can strengths be developed and capitalized?
- How can weaknesses be reduced or minimized?
- How can opportunities be exploited to maximum advantage?
- How can threats be managed, mitigated, or eliminated?
- SWOT can be performe at multiple orginzational levels
- SWOt can be done for services and procesess
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Term
HINT: Every question on the Exam --> Look for the biggest value or wareness to the business b/c CSI/IT is here to support the business (not IT). |
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Definition
HINT: Every question on the Exam --> Look for the biggest value or wareness to the business b/c CSI/IT is here to support the business (not IT). |
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Term
Establishing a Business Case |
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Definition
- A business case articulates the reason for the improvement:
- Value should include ROI and VOI
- Improvements hould be based ona baseline of current performance
- Business value measures should be indentified with links to IT contributions
- Examples of business value:
- Time to market
- Customer retention
- Market share
- Regulatory compliance
- Examples of IT contributions:
- Gaining agility
- Enhancing knowledge
- Reducing costs
- Reducing risks
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Term
Business Cases in Data-Poor Environments |
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Definition
Some organizations may lack the data required to quanitfy expected benefits
- Difficult tod etermine the apropraite level of investment
(May need to justify|Know Business Case for exam) |
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Term
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Definition
An actionable approach to reporting includes:
- This is what happened
- This is what we did
- This how we will ensure it does not happen again
- This is how we are working to improve generally
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Term
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Definition
There are a number of availability mgmt techniques that can be used to improve the availability of services:
- Component failure impact analysis
- Fault tree analysis
- Service failure analysis
- Technical observation
- Expanded incident lifecycle
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Term
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Definition
Key responsibilities:
- Participates in CSI and SLM meetings
- Consolidates data from mulitple sources and produces reportson performance and trends
- Provides analytical feedback on meaning behind the trends
Key skills and competencies:
- Statistical and analytical skills
- Strong understanding of reporting tools and technologies
- Good communication skills
- Ability to translate technical specifications into easily understood reporting requirements
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Term
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Definition
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Term
RACI Models - Responsibilities |
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Definition
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Term
RACI Models - Skills, Knowledge, and Competencies |
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Definition
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Term
Configuration Management System (CMS)
NOTE: Only 1 CMS in an ORG; May have 1 or more CMDB's in a CMS |
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Definition
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Term
Systems and Network Management Tools |
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Definition
- Specific to the systems and network platforms they support
- Provide support and data for service management activities:
- Generate error messages and event correlation supporting event management
- Provide utilization and true availability information for capacity and availability management
- Integration with CMS to provide enhanced visibility into the provisions of services
- SUpport the ongoing management and maintenance activities for their respective technology platforms
NOTE: Highlighted portion - be aware of for exam |
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Term
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Definition
- Support for mulitple event types:
- Informational
- Warnings
- Exceptions
- Support for event correlation and detection of false positives:
- Rules-based
- Model-based
- Policy-based
- Support CIS by communicating the true impact to availability and performance
Note: Highlighted portion - Know for the exam |
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Term
Performance Management Tools |
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Definition
- Collect and aggregate availability, capacity, and performance data
- Provide historical, currect, and future views of performance
- Capabilities include:
- Analysis of service performance
- Workload analysis and trending of future growth
- Comparision of planned and actual utilizations
- Predictive modeling to evaluate improvements and alternatives
- Production of data required for SLA reporting
NOTE: Highlighted sections - Be familiar with for exam |
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Term
Critical Considerations for Implementing CSI |
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Definition
NOTE: Highlight portino will more than likely impact a question on the test.
Two perspectives on CSI Implementation:
- Implementing CSI activites around services
- Implementing CSI activities around processes
Without mature processes, it is difficult to implement seven-step improvement process:
- Poor data quality
- Mulitple competing processes and tools
- Monitoring at technology and application levels
- Segmented data and reporting
Prior to implementing CSI:
- Identify and fill key supporting roles
- Ensure monitoring on technolyg, process, and service metrics (service mgr, brm, slm, CSI mgr) is in place
- Schedule internal service review meetings
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Term
CSI and Organization Change - Kotter's 8 Steps |
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Definition
- Create a sense of urgency
- Form a guiding coalition
- Create a vision
- Communicate the vision
- Empower others to act on the vision
- Plan for and create quick wins
- Consolidate improvements and produce more change
- Instituionalize the change
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Term
Communication Strategy and Plan |
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Definition
Creating a formal communicaton plan to support CSI activities is cruical to:
- Keep stakeholders informed of changes and progress
- Build and maintain awareness and support
Communication must incorporate capturing and dealing with feedback
Consider the way communcation works currently
Culture may be a factor influencing who can communicate what type of information |
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Term
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Definition
- Appointing a CSI manager
- Adopting CSI within the organization
- Gaining the commitment of management
- Defining clear criteria for prioritizing improvement projects
- Adopting the service lifecycle approach
- Having sufficient and ongoing funding for CSI activities
- Allocating dedicated resoures to the improvement effort
- Acquiring technology to support the CSI activities
- Adopting service management processes
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Term
CSI Implementation Risks (Be Aware of these for exam) |
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Definition
- Being overambitious
- Not involving the business in CSI
- Not focusing on both service and process improvements
- Not prioritizing CSI initiatives
- Implementing CSI without supporting resources and technologies
- Implenting CSI without knowledge transfer and training
- Skipping steps in the seven-stepimprovement process
- Lack of management action and decision making on CSI opportunities
- Lack of effective communication and awareness campaigns supporting CSI
- Not involving the right people at all levels
- Not testing improvement before implementation
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