Return on Investment (ROI)- The difference between the benefit (saving) achieved and the amount expended to achieve that benefit, expressed as a percentage Value on Investment (VOI)- The extra value created by establishment of benefits thatinclude non-monetary or long-term outcomes,ROIisa subcomponent of VOI. Product vs. Project: Production role focus on CIS as a way of 6 Role definition life within an organization. Plan - Project Plan; Do - Project; Check - Audit; Act - New 7 Deming Cycle action. Define you should measure - Where are we now - As Is Define what your can measure - Where do we want to be - To Be: Gap analysis 7Step improvement Gather the data - De we get there - Gap analysis 8 process Process the data Analyzing the data Presenting and using the information Implementing corrective action SS: Strategies, standards, policies and architectural decisions Monitor and Data SD: creating and modifying of service and service 9 collection lifecycle through management processes ST: during and after implementation SO: production environment Other process in Service Level Management: Availability and Capacity 10 monitoring and data Management; Incident Management and Service Desk; collection True 11 downtime true cost of downtime that has been agreed on. cost Security Management; Financial Management of impact by minutes lost; impact by business transaction; the 41 / 46
Plan for CSI(Plan): scope of CSI, goal; objectives and requirement; interface; process; framework of management; tools; methods and techniques to measure; Implement CSI (Do); funding and budgets; r&r; allocation r&r; communication and training; monitoring, analysis, trend Deming 12 again lifecycle Monitor, measure and review CSI (Check): repotting against plans, documentation review; conducting process Cycle evaluating and reporting tools in place, integration with other assessments and audits. Continual improvement (act) manage the development, implementation, evaluation and on-going management of new and existing products and service. Responsible for managing very complex projects in 13 Service Manager order to achieve objectives and strategies and strive for global leadership in the marketplace. Recognized as global product/service experts. Effective communicate product/service line strategy. 14 15 CSI manager Service Owner Responsible for the success of all improvement activities. accountable for a specific service within an organization R: responsibility - executing; All Rest typically represent potential OLA opportunity. A: Accountability - ownership and end result 16 Authority Matrix C: Consulted - input of knowledge and information I: Informed - receiving information about execution and quality. 17 Reason to Measure To valid; to direct; to justify; to intervene Something that must happen if a process, project, plan and IT 18 CSF service is to success KPI are used to measure the achievement of each CSF 19 KPI Something that is measured and reported to help manage a 42 / 46
process, IT service or activity. Qualitative; Quantitative. Value; Reports or surveys to measure the effectiveness and perceived value of the service or the process to the stakeholder and users Quality: Indicators of quality for a service or process are typically activity based and are established to measure the quality of individual or key activities are they related to the 20 4 Categories of KPI objective of the service or of end to end process Performance: Metrics established under this KPI measure the average process throughput or cycle time; Compliance: Service or process compliance seeks to measure the percentage of process development across the IT org. Technology: Component and application based 21 3 types of Metrics Process: CSF, KPI for the service management process Service: end 2 end service. continually define what should and can be measured and to transform. the raw data collected into a meaningful set of 22 7S objective corrective action by using various methods and tools throughout the service lifecycle. Service improvement must focus on increasing the efficiency, maximizing and effectiveness and optimizing the cost of 23 7S Scope services and underlying ITSM processes. The only way to do this is to ensure that improvement opportunities are identified throughout the entire service lifecycle. Management; Customer; User; Tool; Other process; Funding; 24 CSI Challenges: Candidate; Legacy Service Manager CIS Manager 25 CSI Roles Service Owner Process Owner 43 / 46
Knowledge Management and Knowledge Manager Reporting Analyst
需要特别注意的图表：2.3; 3.1; 3.2; 3.4
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