CSI Activities - Whats Involved in CSI?

It is important to understand all of the different activities that must be applied to CSI - in order to implement CSI successfully.

Note: All these activities do not happen 'automagically' within an organization or business. Careful planning and attention to detail is necessary.

The IT organization must be capable of ownership, handling the responsibility andpossesses the correct authority - in order to make these happen.

The optimum position is for CSI to becomes a process in itself within IT;with specific activities, inputs, outputs, roles, measuring and reporting.

CSI must also ensure that Service processes are developed, deployed and enhancedin support of an end-to-end service management approach to business customers.

The following activities support the process improvement plan:

• Reviewing management information (MI) and trends to ensure that services are meeting agreed service levels

• Regularly carrying out maturity assessments against the activities and roles associated with the process to demonstrate areas opportunities, improvements and/or concerns

• Reviewing management information and associated trends to ensure that the output of the ITSM processes are achieving the required results

• Periodically conducting internal audits to verify compliance

• Reviewing existing resources and documents for relevance

• Making ad-hoc recommendations

• Conducting regular customer satisfaction surveys

• Conducting service reviews to identify further CSI opportunities


It is critical to adopt a progressive and well managed CSI strategy for each organizational process - as well as the core services themselves.