itil csi: how to get it going with little or no budget - itsm academy webinar
TRANSCRIPT
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CSI
How to Get It Going with Little or No Budget
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Denis Esslinger Driving Excellence through Best Practices and Common Sense
• ITSM Evangelist leveraging over 25 years experience in IT development, support, architecture and strategy.
• ITIL Expert that excels at developing sound strategies and implementing people focused processes to improve the quality and reduce the cost of delivering IT services.
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Agenda
What is CSI?
Why do CSI?
CSI Approach
Getting the Ball Rolling
Common Challenges
Some Examples
Key Takeaways
Questions
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What is CSI?
Improving the Value of Your Services
Improving Effectiveness
Improving Efficiency
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Why Do CSI?
To maintain the Value of Your Services
To increase the Value of Your Services
To improve Teamwork
To improve Employee Morale
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CSI Approach
What is the Vision?
Where are We Now?
Where do We Want to Be?
How do We Get There?
Did We Get There?
How do We Keep the Momentum Going?
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Getting the Ball Rolling
Understand What Your Customers Value
Have Clear Goals and Objectives
Have Someone Accountable for CSI
Set Up Simple Ways for Ideas to be Collected
Look for Some Quick Wins
Communicate
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Common Challenges
Lack of Knowledge of Customer Impacts/Priorities
Competitive Culture
Measuring the Value of Improvements
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Examples
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Corporate IT Service Desk
30 Person Service Desk
Supporting 6000 Employees 24x7
Improving Training
Utilizing Metrics
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Non-Profit Annual Conference
20 Person Volunteer Committee
Conference for 1000 ITSM Professionals
Documenting Roles and Responsibilities
Improving Quality and Consistency
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A Marketing Company
~ 200 Person Organization
Simple, Effective Process
It’s Transparent
Employee Enabled
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Key Takeaways
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Understand What Your Customers Value
Set Clear Goals and Objectives
Encourage Participation
K.I.S.S.
Measure the Value of Improvements
Communicate, Communicate
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Questions?
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Bonus
The Chief Happiness Officer Blog http://positivesharing.com/2014/02/kill-suggestion-box-heres-much-better-way/
Raving Fans by Ken Blanchard & Sheldon Bowles http://www.kenblanchard.com/Store/Books/Raving-Fans