CSI (Continuous Service Improvement) Executive Scorecard Workbook
A balanced scorecard for Senior Management that shows the Service Desk value KPIs, how to calculate the KPIs and how to show the results in a fully formatted scorecard that will take your Service Desk data and elevate it to demonstrate value to Senior Management.
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CSI (Continuous Service Improvement) Process Guide
Implement a Service Improvement wrapper around your existing processes of Service Desk, Incident, Problem and Service Request Management. The guide includes: Steps to follow to enable service improvement, CSI Process Roles, CSI Process Activities including a RACI Matrix. For full table of contents click here.
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CSI (Continuous Service Improvement) Approach Consideration
Learn how Service Improvement can be introduced and which parts of the organization should be approached and with the appropriate message.
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Survey Framework
The Executive Scorecard has two satisfaction based KPIs. This guide explains the ITSM Coach survey methodology and why a surveying methodology (as opposed to just asking questions) is important when tracking improvement over time. It is a pre-requisite to using the ITSM Coach surveying tool to send and manage satisfaction surveys to end users and IT Staff.
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Sample SD (Service Desk) Maturity Assessment Report
This shows what your Maturity Assessment reports will look like once it has been complete in ITSM Coach.
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Sample SIP Briefing Package
A PowerPoint template that has the messages and slides already pre-built as to how to present.
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Sample Communication Management Plan
Shows how to communicate your improvement action timeline to your team/the organization.
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DIY (Do It Yourself) CSI Introduction
This is a slide deck that will be made available as a web recording to walk through how to use all the part of the tool.
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Action Plan
One document is missing and that is the 'Action Plan Template' this demonstrate how you take a 'Tactical Tree' and build out tasks that can be assigned to individuals to complete.
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Consistent Classification Methodology
Reinvent your incident ticket classification system to be based around services that will enable consistent classification across all your operational processes.
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