Continual Service Improvement (CSI) seems to be an ITSM process that many IT help desk teams seem to have trouble making stick. Perhaps the reason for this is in the name — it should be continual. In a recent webinar, Tony Ranson, a consultant with the Service Desk Institute (SDI) and someone with a deep understanding of CSI, provided the following 5 tips to help service desk teams make CSI stick.
- Look to improve (a little bit) a number of things rather that one thing 100%. Although the main aim of CSI should be to future-proof your service desk, achievements should be broken down into small milestones. This way, they become achievable goals, which show progress and identifiable points of achievement. This is a good way to make people feel comfortable with change, and therefore, make it more likely for the change to stick.
- Get your customers and stakeholders involved. It’s important to show that their feedback is listened to and valued and that they do have a voice (regardless of whether or not their suggestion was implemented). Doing this will help to encourage participation and to demonstrate that they too have a role to play in CSI.
- Keep a record of all CSI suggestions – this will help to develop a procedure to identify, rejected and accepted improvements. A good approach is to create a panel of people to review all suggestions and to decide what to go ahead with. Get the right people involved to carefully choose and make decisions. They must be confident about potential success. It’s far harder to re-start a failed initiative as people will have a negative view from the offset.
- Appoint a CSI champion. This person should be separate from the panel and will manage delivery. Don’t forget to think about the time this will take. Make sure CSI is not being done at the expense of this person’s day job.
- Use a project management tool to provide framework and structure to the CSI process, rather than relying on someone’s initiative to complete an improvement project.
Do you have any good ideas or success stories about making CSI stick? If so, please let us know.