This document outlines a Continual Service Improvement Plan (CSIP) with the following key points: - CSIP aims to align IT with business needs to maximize investment returns while managing operational risks. It increases service maturity, alignment with business objectives, customer satisfaction, and quality awareness among staff. - The CSIP process includes identifying failure points, determining corrective/preventive actions, prioritizing issues based on a Risk Priority Number, implementing solutions, and ongoing improvement. - The approach is phased based on parameters like business criticality and ticket volumes. It involves measuring current processes, outcomes, and identifying improvements with business involvement.

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Continual Service Improvement Plan –
CSIP
A Business (Process) Analysis
Debashish Dey, PMP and Prince2®
Practitioner

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• What is CSIP ?
– Aligning your IT with the needs of your business is key to maximizing
return on your investment whilst ensuring that operational risks are
effectively managed.
• Benefits
– Increasing the level of maturity of the service .
– Improving the alignment of IT to business objectives
– Improving customer/user satisfaction
– Reducing costs Increasing profitability
– Increasing quality awareness among staff
– Creating repeatable proven processes
Continual Service Improvement Plan – CSIP
- Overview

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Continual Service Improvement Plan – CSIP
- Process Flow

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• Scope
– This demands a role of a voluntary Business (Process) Analysis.
– Include other applications in the scope considering criticality and
customer recommendations.
• Phased Approach
– The CSIP activity should be carried out in Phases based on parameters
such as
• Social Learning– (Observing and modeling – behaviors, attitude and
emotion)
• Business Criticality
• Ticket Volumes
• Customer Priority
Continual Service Improvement Plan – CSIP
- Approach

5. 5
Known FPs
Input based on
parameters
Determine
• Impact
• Frequency of Failure
• Probability of detection
Compute RPN
(Risk Priority
Number) and
Prioritize FPs
Determine
Corrective
action
Identify
Potential FPs
Determine
Preventive
measure
Develop Solution
and present to
client for
approval
RPN will increase if
no Preventive Action
is possible
Implement
Permanent solution
ApprovalCSIP DOCUMENT
RPN
Number
Preventive
Measure
Im
pact, Frequency,
Probability
Identify
Components
Critical
Volatile
Unstable
Continual Service Improvement Plan – CSIP
- Process
Team Effort – BA,
Technical (even
Business)
Corrective
Action

6. 6
Risk Analysis
• Compute weighted risk associated.
– Severity – The severity of impact to business in the event the failure point
occurs.
– Frequency of Failure – Number of occurrences of failure point per action.
– Detection – Probability of detecting failure point.
– Higher the RPN - Higher the attention
RPN = if exist(Preventive Action) then 1 else 2 * Severity Rating *
Frequency Rating * Detection Rating
Continual Service Improvement Plan – CSIP
- Risk
Corrective Action Preventive Action (if any) Status on action Type of Action or Solution Acceptance Criteria by Customer Priority/Severity Frequency or Failure Detection Risk Priority Number
1. Verification of
duplicate data by
Business and deletion
of the same.
2. Proactive
Monitoring of Finance
load job and ensuring
that files are corrected
on time
Automation of the manual
generation of file from Business
Objects by creating BO scheduler
I R A 2 1 1 2

7. 7
Document the
current
Process
Measure the
process(feedb
ack)
Follow the
process
Measure the
performance
Identify and
implement
improvement
•Involve the business in Business Process.
•Measure the Process
•Measure the output of the process (performance)
•Take Appropriate action on Process and outcome of Process
Continual Service Improvement Plan – CSIP
- Improvement