CSI exists to reduce faults and realign IT services by continually identifying, analyzing and implementing improvements to IT services that support business processes. Thus, IT departments can transform organizations over time.

1. BRINGING VALUE TO THE
BUSINESS THROUGH CSI
Malcolm Fry
ITSM and CHERWELL Ambassador

2. FRONT END
OF THE
FRONT OFFICE

3. Fit for Purpose +
• Good is not good enough
• Aspiring to perfection is the key to providing
value to the business
• CSI exists to reduce faults and realign IT services
• By continually
– identifying
– analysing
– implementing improvements to IT services that
support business processes
– IT departments can transform organizations over time

4. Main objectives
• In this session, attendees will learn about the
importance of CSI as a critical front-end function (not
an “only when needed” resource)
• Also the integration of CSI with other frontline ITIL
processes
• They’ll also learn how to build a culture of persistent
improvement in ITSM:
• Processes
• Procedures
• Functions

5. The beholder of quality
• The beholder is not tolerant of:
– Small faults
– Repeat of existing faults
– Late or poor delivery
– Too many required changes
– Too many fixes
– Delays
– Poor availability
– Capacity issues
– Poor design
• You should not be tolerant
• All of these cost the business; time, money and resources
• Use SLAs to provide direction and targets
• Minimum SLAs achieve little

6. The real CSI approach
Who’s at the
scene
Analysing the
evidence
Trace evidence
Finding the
evidence
Scene
documentation
Scene
recognition

7. Who's at the Scene?
• Police officers are typically the first to arrive at a crime scene. They arrest
the perpetrator is he's still there and call for an ambulance if necessary.
They are responsible for securing the scene so no evidence is destroyed.
• The CSI unit documents the crime scene in detail and collects any physical
evidence.
• The district attorney is often present to help determine if the investigators
require any search warrants to proceed and obtain those warrants from a
judge.
• The medical examiner (if a homicide) may or may not be present to
determine a preliminary cause of death.
• Specialists (entomologists, forensic scientists, forensic psychologists) may
be called in if the evidence requires expert analysis.
• Detectives interview witnesses and consult with the CSI unit. They
investigate the crime by following leads provided by witnesses and
physical evidence.

8. Scene recognition
• search warrants
• pre-determined path
• details that will change with time
• hazards
• CSI calls in any specialists or additional
• do not talk to witnesses

9. Scene documentation
• Scientific observation
• Photographs
– Overview shots
– Mid-range photos
– Sketches
– Video

10. Finding the evidence
• Examining the body
• estimated time of death
• Fingerprints
• Examining the scene

11. Finding evidence

12. Trace evidence
• Body fluids
• blood sample
• DNA analysis
• Luminol
• Hair and Fibres
• Fingerprints
• Visible
• Molded

13. Analysing the evidence
• Some specialty departments in the Crime Lab include:
– Latent fingerprints and impressions
– Trace evidence
Run GSR analysis; identify and compare samples of soil, glass, fibers
and paint
– Chemistry
Conduct analysis and comparison of illicit drugs, explosives and
unknown chemicals
– Computer Crimes
Recover evidence from computers; perform computer enhancement
on audio or video evidence
– Firearms and toolmark identification
Identify firearms; test firearms to establish barrel pattern and distance
of gun from entrance wound; identify and compare bullets, casings
and toolmark impressions
– Serology and DNA

14. The IT CSI approach
• This gets the situation resolved
• Prevention is the key
– Eliminate from current working procedures etc.
– And ensure they do not appear in new services
• For example did that change fail because of a weakness
in the change process?
• Were the wrong event markers installed?
Who’s at the
scene
Analysing the
evidence
Trace evidence
Finding the
evidence
Scene
documentation
Scene
recognition
Who spotted
the situation
Analysing the
situation
Collect the
data evidence
Finding
reviewing the
technologies
Appropriate
tickets opened
Location
recognition

15. Quality Reward Culture
• The seven step process Proactive
• Reactive
• Quality Reward Culture (QRC)

16. ITIL 7 step process
• Plan
– Identify the strategy for improvement
– Define what you will measure
• Do
– Gather the data
– Process the data
• Check
– Analyse the information and data
– Present and use the information
• Act
– Implement the improvement

17. Who has the best warranty?
Every new XYZ is covered by a limited warranty for
defects in materials or workmanship for the first four
years or 50,000 miles, whichever comes first.
We have a lot of confidence in the quality and durability in every new
Kia that rolls off the assembly line. So much confidence, that we offer
an industry-leading ABC 10-year or 100,000-mile warranty program.

18. The Proactive Problem Management
You get a
warrantee
Car breaks
down
Solution is
applied
Root cause
is identified
Details sent
to Quality
Management
Car is
repaired
Fault
eliminated
for new
model
You get an
SLA
Technology
fails
Solution is
applied
Root cause
is identified
Details sent
to Service
Level
Management
and CSI
Fault is fixed
Fault
eliminated
for new
services

19. The Reactive cycle
You get a
warrantee
Car breaks
down
Solution is
applied
Root cause
is identified
Details sent
to Quality
Management
Car is
repaired
Fault
eliminated
for new
model
You get an
SLA
Technology
fails
Solution is
applied
Root cause
is identified
Details sent
to Service
Level
Management
and CSI
Fault is fixed
Fault
eliminated
for new
services

20. Top IT Quality weaknesses
1. Tolerance of incidents
2. Poor change management
3. Ineffective SLAs
4. New services designed in isolation
5. Poor release management
6. Inaccurate service portfolio
7. Accepting failure as an option (99.999%)
8. No proactive CSI
9. No provision by development to improve current
quality
10. Wrong event triggers installed

21. Top Ten
Value to the Business (VttB)
1. Reduced costs
2. More efficient staff
3. Consistent service
4. Competitive advantage
5. ITSM profit centre or cost centre?
6. Reliable IT encourages customer loyalty
7. Processes that work
8. Proactive staff
9. Higher staff retention
10. Increased revenues

22. Delivering the goods
CSI

23. CSI Support Interfaces
Delivering
the
deliverables
Actions,
Influencers
& Resourcers
Fit for
purpose
Component
Criteria
Optimizing
SLM
CSI
Performance
& Quality
Speed &
accuracy
Utilizing
Human
resources
Plan
Observe
Underpinning

24. MALCOLM FRY
CHERWELL AND ITSM AMBASSADOR
Thanks for listening