CSI Model diagram

The CSI Model diagram on pages 15 (fig 2.3) and 30 (fig 3.2) both start with "What Is The Vision", followed by "Where Are We Now".

Page 163 of the same book has fig 8.4 also described as the CSI Model but without "What Is The Vision" step, starting instead with "Where Are We Now".

Clarification/justification required urgently as an exam question in V3 Foundation hinges on an understanding of what is the first step of the CSI Model.

Source: Robert Falkowitz on the itsmfi forum


Foundation exam question

Great error spotting, but wouldn't the Foundation exam question be referring to the Seven-Step Model, not this one?

CSI has 2 Improvement approaches

In ITIL V3, two major approaches to service improvement that complement each other are described in CSI. Both are modern developments of the Deming Cycle (Plan, Do, Check, Act), the "grandfather of quality systems" that is also covered in CSI:

The first is:

  • Continual Service Improvement Model.
    CSI p. 16 Fig 2.3

    This is a high-level approach.

    This is the same as the one that was in ITIL V2 (Planning to Implement Service Management book section 2.4) with just a shortening of the titles of some steps. It, like the chapters in the V2 Planning to Implement Service Management book itself, is based on John Kotter's "8 steps to transformation" - see his seminal book on business process re-engineering (BPR): Leading Change, J P Kotter, Harvard Business School Press, 1993.

    This approach is frequently used to drive an "ITILisation programme" in an organisation where significant changes to process (and culture) are likely to be needed.

    However, in the V2 Service Support Book p.18 Fig 3.1, the diagram omitted the key step of "What is the Vision". A misuse of Kotter, I have always felt. Incidentally, the Service Support book was published in 2000, two years before the Planning to Implement Service Management book (2002).

    Alison refers to CSI p 163, Fig 8.4. This seems to be an attempt to summarise the CSI Model and other aspects discussed in the book but has omitted the "What is the Vision" step. Perhaps the authors can explain why they omitted Vision especially since it is shown immediately above in Fig 8.3. But read on....

    The second is:

  • 7-Step Service Improvement Process
    CSI p43 Fig 4.1

    I don't know the origin of this diagram. It is a detailed approach to an ITSM improvement process, rather than the high-level, Kotter-based approach of the CSI Model.

    This process takes the view that Vision is an input to the first step "Define What You Should Measure" of the 7 steps. I've no problem with that. Further, Fig 4.3 shows very clearly how Vision drives an improvement programme.

    CSI Chapter 4, covering the 7-step Service Improvement Process, defines very detailed activities that are specific to an ITSM service improvement programme and that are quite valuable guidance to anyone driving such a programme.

    I agree with Alison that the What is the Vision Step has been omitted from the summary diagram in CSI p163 Fig 4.1. Perhaps, the authors were trying to summarise both the CSI Model and the 7-step improvement process?

    My experience of V3 Foundation Training for the past 9 months has led me to ensure that my delegates can distinguish between the 2 CSI approaches just discussed. In some practice exam questions, in order to find the correct answer relies on the candidate identifying in the question whether it is the CSI Model or the 7-step Improvement process that is being referred to. Again, nothing wrong with that!

  • CSI Model and 7-Step Process

    At the ITSM conference in Las Vegas in February 2009, I listened to one of the two authors of the CSI guide (Spaulding) say "I know... I know... it's really an 8-stop Process. We forgot the "vision" part." Thought that would be of interest here.

    Also, on page 15 of the CSI guide, there are four names given for the subject of this page:

    1) Continual Service Improvement Model
    2) CSI Approach
    3) Constant Cycle for Improvement
    4) Improvement Process


    CSI Spaghetti

    There are (at least) three key aspects to CSI - an improvement (reference) MODEL, an improvement PROCESS, and a Service Gap MODEL.

    Page 15 figure 2.3 and Page 30 figure 3.2 shows the CSI Improvement Model - there are seemingly 6 steps...

    The Service Gap Model on Page 16 and page 101 seems to 'leverage the well worn SERVQUAL model.... (no recognition or reference). Presumably it is related to the CSI Improvement Model and 7-Step Improvement Process - ...?

    Page 32 (figure 3.4) and Page 43 figure 4.1 describes the infamous 8 step 7-step model and can be read as 'identify vision' being step 8 or 0...
    In this figure there is no specific requirement to verify that the corrective (only corrective) action worked - which is incompatible with Deming cycle

    Page 88 figure 4.18 - 'business perspective improvement model' starts with "where are we now? / baseline current service levels"

    Page 112 in CSI figure 5.6 'adapts' the Deming Model to replace the ACT (keep/reject) step to mean 'modify' (also see definition of Deming Cycle on page 99)
    Page 163 of the CSI book contains a figure 8.4 - it shows step 1 as "Where are we now?"

    How the CSI Improvement MODEL and 7-Step Improvement PROCESS interoperate is not clear... if they do at all... they should... and interact with the Service Gap Model.... oh and with the Deming Cycle.

    As for the Deming Cycle and CSI figure discussed on page 112 (figure 5.6) the Deming Cycle was adapted from Shewhart's 'Cycle of Learning' and as such was specifically to be used for well scoped, atomic level improvements, and not major process replacements or installations.... and preceded for the mostpart by a statement of the problem or opportunity being addressed...

    It would help more if this section was married to PRINCE2 or PMP methodologies... as 'implementing CSI' is a major effort that would require a project container....

    To my knowledge none of these type of comments are in the ITIL Change Log.... and this spaghetti trail of information is generally explained by instructors during face to face combat. I would very much like the ITIL authors to take time out to offer webinars or presentations to further explain the thinking behind the book's contents to help folks adapt and apply the guidance... this would also offer the audience (read CUSTOMER) to provide feedback... and I hope avoid a Edition 3.2 in 2013... we are way beyond overviews....

    The Mandate for Change authors have their work cut out...

    CSI Model and Process

    Hi Skep,

    I have been struggling to explain the linkage of the model to the 7-step process in my trainings and have also blogged about this earlier: http://bit.ly/1xgrb9

    So the missing of the vision part -( or moving it as a pre-requisite in the process) didnt help either.

    I had raised the query about the linkage of CSI Model to the 7-step process in one of the conferences (Singapore) to Mr. Gary case and the answer I got was that they were never supposed to be linked like that!! I am not exactly sure what he meant, but since I was in the audience, could not dwell further on that.


    CSI Model

    As mentioned, I think they forgot the 8th step and have been trying to fudge it ever since. I checked with a friend who just finished a class and passed the exam. She gave me two (2) additional versions she was taught:
    The CSI model is a six-step process that provides a constant cycle for improvement that can be used to support CSI initiatives.
    The six steps in the CSI model are:
    1. understanding the vision and objectives
    2. creating baseline assessments – Where are we now
    3. prioritizing improvement needs – Where do we want to be
    4. adding detail to the CSI plan - how do we get there
    5. specifying metrics and measurements – Did we get there
    6. maintaining momentum
    1. What is the vision
    2. Where are we now?
    3. Where do we want to be?
    4. How do we get there?
    5. Did we get there?
    6. How do we keep the momentum going?

    In the meantime my "Passing your ITIL Foundation Exam Study Guide" has 5 steps, with "where should we be?" replaced by "What is the vision?" I figure if it's multiple choice we should be able to figure it out on the exam.

    'Fessing Up

    I didn't spot this - Robert Falkowitz did over on the itsmfi forum, I just BOKKED it. I also logged it in the OGC Change Log just to see what happens.

    There are questions about both the 7-Step Process and the CSI Model in the current sample papers, so I assume both can appear in the live exams.

    CSI Model

    The first step of the CSI model is "define what you should measure". The "what is the vision" is an add-on without a number. If you use the vision step there would be 8.
    1. Define what you should measure
    2. Define what you can measure
    3. Gather the data
    4. Process the data
    5. Analyze the data
    6. Present the information
    7. Implement corrective action.
    Reference: Passing your ITIL Foundation Exam Study Aid, 2007/2008, p. 109

    7 ? Step Improvement Process

    It seems that the Deming Cycle and Continual Service Improvement models are mentioned as simply that, models. The 7-Step is a presented as a Process (all bow down). We may be overthinking this, although all the post are thought provoking. Until they rename it to the 8-Step Improvement Process, I'm going with the 7 steps as detailed.

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