Continual Service Improvement (CSI) Amélioration Continue des Services (ACS)

1. Roles

1.1. CSI Manager

1.2. Service Manager

2. Deming's Cycle

2.1. Plan

2.2. Do

2.3. Check

2.4. Act

3. CSI Approach

3.1. What's the vision ?

3.2. Where are we now ?

3.3. Where do we want to go ?

3.4. How do we get there ?

3.5. Did we get there ?

3.6. How do we continue ?

4. 7 Steps Improvement

4.1. Identify

4.2. Define

4.3. Gather

4.4. Process

4.5. Analyse

4.6. Present

4.7. Implement

5. Type of Metrics

5.1. Technology

5.2. Process

5.3. Service

6. Key elements

6.1. Key Performance Indicator

6.2. Baseline

6.3. CSI Register

6.4. Critical Success Factor

7. Values

7.1. ROI

7.2. Improvement

7.3. VOI

8. Reason for measurement

8.1. Validate

8.2. Direct

8.3. Justify

8.4. Intervene