Hi all,

We have been nurturing a culture of CSI within Miami for some time. At this
juncture, different parts of the organization and even different parts of
IT treat CSI differently. Our finance and business organization (which
includes HR, payroll, facilities, housing, dining, rec sports, etc) has
embraced Lean and they have a custom app where people submit Lean ideas and
they advance those a Lean projects. Within IT, we have a few approaches:
- Our outgoing CIO established an intake mechanism for IT staff to make
suggestions to drive internal improvements. In addition, we set aside
Thursday afternoons to pursue the planning or implementation of these
improvements. I've attached the overview in our service catalog that
describes this process and the criteria used for sorting out the ideas as
"IT Improvement". Sadly his departure and turnover in leadership is causing
this effort to lack a champion.

- our ITSM group has a "suggest an improvement" form that tries to align
the suggestion with the current improvement strategy for ITSM. Our current
focus is highly centered around the recent outsourcing of our helpdesk and
improvements that can be made that tie back to the service desk function.
We try to be able to draw a clear line between the idea for improvement and
a targeted KPI. Out ITSM team then pulls these suggestions into our current
sprint to work.


On Tue, Jun 5, 2018 at 10:43 AM, Mitchell Pautz <[log in to unmask]>

> Hi folks. Chapter #2 is one of my favorite chapters. It takes the reader
> through each of the 6 steps in the CSI approach.
> *6 steps CSI approach*
> https://www.ashfordglobalit.com/training-blog/itil-tips-
> and-training/a-quick-look-at-the-6-step-model-of-itil-
> continual-service-improvement.html
> The book provides templates and tools that accompany each step. It
> prescribes an adapt approach where the effort and scope for each step will
> vary. The organization as a whole needs to have a continual improvement
> mindset to be successful. It can't just be folks in the service management
> office/program.
> I love the quote from Pat Riley "If you are not getting better, you're
> getting worse."
> One of most valuable tools is a CSI (continual service improvement)
> register which is a database or structured document used to record and
> manage improvement opportunities.
> How many of you are using CSI register(s)?
> How many of you having a culture with the mindset of continual
> improvement?
> Thanks
> Mitch
> --
> Mitch Pautz
> [log in to unmask]
> Check out: ITSM CG wiki
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