4.3 Implement Improvement Measures

Basics​

The most successful organizations engage in a process of Continuous Service Improvement (CSI). There are different CSI models and processes, but the main purpose of CSI is to use the data collected from service performance metrics to improve the efficiency and effectiveness of the organization. Sometimes this means creating new services or revising others. Sometimes your department may decide to stop supporting some systems or providing some services. All of these decisions may impact the Service Catalog your organization supports, and ultimately the job duties that all staff are assigned.

You should know the following terms:

  • Continuous Service Improvement (CSI)
  • Benchmarking

The Continuous Service Improvement (CSI) process provides value to a school system by ensuring the services, processes, and other aspects of service management are aligned with the IT Department’s objectives. This process is also focused on:

  • Ensuring that services meet agreed upon performance levels;
  • Improving the efficiency of services that are provided, including minimizing costs; and
  • Providing consistent review of all aspects of service management.

The main goal of CSI is to increase efficiency and customer satisfaction. This is done by tracking customer and performance issues, determining the issues that recur over time, and which service level agreements aren’t working. Then, the Department determines actions to increase efficiency and customer satisfaction, implements and reviews them, and determines how well they worked. Adjustments can be made after each review cycle.

How do you know you’re improving? If the results of your KPIs are increasing over time, your Department is improving! If your Department is using performance data to improve services, increase efficiencies, and save time and money, you are being innovative!

How do you know you’re performing at your best? One of the most effective ways to determine whether your department’s performance is the best it can be as compared to pretty good is through benchmarking. When performance is benchmarked, it is compared to another internal department or an external organization. Benchmarking is another way to look at the data you should be collecting and analyzing it by comparing it to others. If your department is just starting its CSI journey, you may want to hold off on benchmarking until you get your data processes in place.

Here are additional resources you may find useful:

Complete the following task or self-assessment:

Everyone has a role in the continuous improvement of the IT Department and the services it provides.

  • What is your role?

Entry-level staff have to understand the standard operating procedures (SOP) they should follow and implement them with as great a fidelity as possible. They should also understand how SOP can and will likely change over time, with some being deleted and some new ones introduced. These can impact what you do on a daily basis, sometimes dramatically, so keep up on the performance data shared with the Department so you are not only constantly improving, but performance at your very best.