No matter the size or maturity of your service desk, every service desk manager questions how to implement Continual Service Improvement (CSI) and make it meaningful. Implementing CSI successfully can be hard enough; implementing it according to Pink Elephant – certification, best-practice standards is a demanding and often overwhelming process. Thankfully, Dave Jones, Principal ITSM Consultant at Pink Elephant, recently discussed CSI in a webinar and provided a comprehensive, step-by-step guide.
While breaking down CSI into a multi-step process is useful for managers, it doesn’t change the “continual” aspect of CSI. “The whole point about continual service improvement is that it’s continual,” Dave Jones confirmed. Recognising the cyclical nature of CSI is essential for any organisation that’s trying to implement CSI. Accordingly, one of Dave’s key messages is that “Everyone has responsibility for continual improvement. This means CSI has to be treated like any other practice and any other process within business.”
Let’s review the seven steps that comprise Dave and Pink Elephant’s approach to CSI:
While there’s no guaranteed formula for CSI success, Dave and Pink Elephant’s seven-step approach offers a measured and logical method for those looking to implement CSI and once you’ve gone through all the steps, go right back to the beginning and do it all over again. After all, it’s continuous.
Article by Jamison Pfeifer, Cherwell, based on a webinar presented by Dave Jones, Pink Elephant EMEA.
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