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Bringing Value to the Business through CSI

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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.

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Bringing Value to the Business through CSI

  1. 1. BRINGING VALUE TO THE BUSINESS THROUGH CSI Malcolm Fry ITSM and CHERWELL Ambassador
  2. 2. FRONT END OF THE FRONT OFFICE
  3. 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. 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. 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. 6. The real CSI approach Who’s at the scene Analysing the evidence Trace evidence Finding the evidence Scene documentation Scene recognition
  7. 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. 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. 9. Scene documentation • Scientific observation • Photographs – Overview shots – Mid-range photos – Sketches – Video
  10. 10. Finding the evidence • Examining the body • estimated time of death • Fingerprints • Examining the scene
  11. 11. Finding evidence
  12. 12. Trace evidence • Body fluids • blood sample • DNA analysis • Luminol • Hair and Fibres • Fingerprints • Visible • Molded
  13. 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. 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. 15. Quality Reward Culture • The seven step process Proactive • Reactive • Quality Reward Culture (QRC)
  16. 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. 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. 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. 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. 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. 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. 22. Delivering the goods CSI
  23. 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. 24. MALCOLM FRY CHERWELL AND ITSM AMBASSADOR Thanks for listening

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