The IT Skeptic - Continual Service Improvement

When does CSI begin? P.22

tim.malone — Mon, 17 Aug 2009 23:54:07 +0000

In section 2.4.9, the first paragraph on page 22 states "An IT organization does need to wait until a service or service management process is transitioned into the operation area to begin identifying improvement opportunities".

Obviously plain wrong and contradicted by the rest of CSI and common sense.

Proactive problem management description does not exist in V3

aroos — Thu, 07 May 2009 11:08:45 +0000

I found a beauty. Actually embarrassed I have not seen this earlier.

I was looking a V3 problem Management Graph and noticed that one of the inputs comes from proactive problem management which would indicate the proactive problem management is outside actual problem management. I tried to find more details and this is the result.

The SO book describes Proactive Problem Management (4.4.5, see also 4.4.7):

Proactive Problem Management which is initiated in Service Operation, but generally driven as part of Continual Service Improvement(see this publication for fuller details).

CSI Model diagram

Alison Adams — Mon, 24 Mar 2008 11:55:57 +0000

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

CSI p124 PIR belongs in 5.6.5

skeptic — Wed, 12 Mar 2008 11:04:37 +0000

The heading ‘Post-Implementation Review’ and its following paragraph moved to page 125, to follow the paragraph ending ‘The proposed change is then scheduled as part of a release.’ i.e. this sub-section becomes part of section 5.6.5

CSI assorted editing errors refering to figure "below"

skeptic — Wed, 12 Mar 2008 10:59:06 +0000

36
3.10.3
‘IT governance touches nearly every area detailed in the figure above.’ changed to ‘IT governance touches nearly every area detailed in Figure 3.7.’
100
5.2, Value of processes vs. maturity
of processes
In first paragraph, first sentence, ‘below’ deleted
100
5.2, Value of processes vs. maturity
of processes
In second paragraph, the first sentence amended to read:

CSI p162 figure is 8.3

skeptic — Wed, 12 Mar 2008 10:51:55 +0000

In second paragraph of Communication transformation (right hand column), ‘The below figure’ changed to ‘Figure 8.3’

p61 "Security Management" should be title ?

Christophe De Boeck — Mon, 20 Aug 2007 12:11:53 +0000

p61 of CSI starts with a bullt point "Security Management" as if it were in the list which has started on p60., but in my opinion Security Management should be a new title (in italic) on the same level as Problem Management (p60).

1.4 does not scan

skeptic — Mon, 25 Jun 2007 09:02:49 +0000

Section 1.4 second para doesn't read properly:

While analysing ways to improve services other opportunities the reader will learn techniques to improve their lifecycle practices of ...

It can be understood but there is an editorial error somewhere

paragraph 2.4.3 should be the value of the volume to the business

PELIJN — Mon, 25 Jun 2007 00:07:49 +0000

chapter 2 in each book should describe it from a volume perspective: Therefor paragraph 2.4.3 should be the value of the volume to the business... (see service design). In SO it is a generic value to the business. In SS it does not have the value to the business described. Better alignment between these values would be beneficial.

All books 2.2.1 repeats service definition

skeptic — Sun, 24 Jun 2007 21:41:03 +0000

pure pedantry:

Chapter 2 is in all books (though with very subtle editorial differences).

2.2.1 the text at the start in a box defining a service is almost identical with the following paragraph - should have been edited?

Service Gap Model

PELIJN — Sat, 23 Jun 2007 17:13:15 +0000

The service gap model is based on the model as described in the book Delivering Quality Service by Valerie Zeithaml, et.al ISBN 0 02 935701- 2
I use this service gap model on a regular basis, but always with the reference. Although the model is slightly adapted I think it is close enough to attribute to the authors of Delivering Quality Service Book.

If I missed the reference in the book - I apologize