5. @hdicapitalarea #Improvement #Culture
What’s Hot at HDI
Upcoming HDI Leadership Forums
• Virtual Sneak Peek Meeting: August 1, 12-1:30 pm ET
• Schenectady, NY: July 24-27
– Higher Education Forum
• Denver, CO: September 25-28
– Desktop Support Forum, Executive Forum, Healthcare Providers Forum, Retail Forum, Support Center Leadership
Forum, NEW! – Women in IT Leadership Forum
• Find out more at ThinkHDI.com/Forums
July Webinar
• Tuesday July 18th, 1:00 – 2:00 pm ET
• Topic – Metrics, Measures, and KPIs
8. @hdicapitalarea #Improvement #Culture
Analyst & Desktop Support Technician
of the Year Nominations
DON’T MISS THIS OPPORTUNITY to recognize your key analysts and
technicians. The only investment you make is time to send the information
below and complete the application. Your return is truly a heartwarming event
that has become a year end celebration for our teams.
• EXCITING CHANGES THIS YEAR
– A NEW SHORT FORM
– YOU DO NOT NEED TO BE A MEMBER
• Go to: http://www.thinkhdi.com/events/awards.aspx
– Select Analyst or Desktop to review the criteria and submit your
nomination by October 31st
• Email awards@hdicapitalarea.com and let us know you submitted your
nomination
• Questions: awards@hdicapitalarea.com
The local chapter Analyst of the Year and Desktop Support Technician of the
Year will compete for the regional award and regional winners then compete for
the global award. The winner of the Regional Analyst of the Year and Desktop
Support Technician Award will receive a free registration to the Annual
Conference courtesy of Robert Half Technology.
11. @hdicapitalarea #Improvement #Culture
Upcoming Meetings
• Improving Service Management Through Process Integration
presented by Troy White
• Friday, August 18th 12:00 to 2:00 PM
• Location: Robert Half Technology, 1401 I Street NW, Suite 400, Washington DC
20005
• Professional Development Event & Vendor Expo
– Friday, October 17th 9:00 AM to 4:00 PM
– Location: MITRE **2017 HDI Team Excellence Award Winner**
– 7515 Colshire Drive, McLean, VA 22102-7539
12. Establishing a Lasting Culture of
Improvement within IT
Andy Rivers, CSM, SPC, CISSP, ITIL Expert
andy.rivers@beyond20.com
Training | Consulting | Assessment
(866) 856-3117 toll-free
Copyright 2016 Beyond20, LLC, All Rights Reserved
13. Copyright 2016 Beyond20, LLC, All Rights Reserved
• Strategic Planning / Assessments
• IT transformation consulting
• IT “best practice” training
(Agile/Scrum, ITIL, PMP, PRINCE2, etc.)
• Cloud services
• PMI Global Registered Education Provider
• APMG & Aquiros Accredited Training Organization
14. Copyright 2016 Beyond20, LLC, All Rights ReservedCopyright 2017 Beyond20, LLC, All Rights Reserved
AGENDA
I. What is CSI?
II. Tools to get you started
III. The Register
IV. Q&A
21. Copyright 2016 Beyond20, LLC, All Rights Reserved
THE CSI MODEL
How do we get there?
How do we keep the
momentum going?
Where are we now?
What is the vision?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Business vision, mission,
goals and objectives
Baseline
assessments
Service and process
improvements
Measurable
targets
22. Copyright 2016 Beyond20, LLC, All Rights Reserved
THE CSI MODEL
How do we get there?
How do we keep the
momentum going?
Where are we now?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Business vision, mission,
goals and objectives
Baseline
assessments
Service and process
improvements
Measurable
targets
What is the
vision?
27. Copyright 2016 Beyond20, LLC, All Rights Reserved
THE CSI MODEL
Where are we
now?
How do we get there?
How do we keep the
momentum going?
What is the vision?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Business vision, mission,
goals and objectives
Baseline
assessments
Service and process
improvements
Measurable
targets
28. Copyright 2016 Beyond20, LLC, All Rights Reserved
Maturity Assessment
2.22
2.42
2.79
2.56
0 1 2 3 4 5
Problem
Change Management
Incident Management
Request Fulfillment
Problem Management
30. Copyright 2016 Beyond20, LLC, All Rights Reserved
THE CSI MODEL
How do we get there?
How do we keep the
momentum going?
Where are we now?
What is the vision?
Did we get there?
Measurements
and metrics
Business vision, mission,
goals and objectives
Baseline
assessments
Service and process
improvements
Measurable
targets
Where do
we want to
be?
32. Copyright 2016 Beyond20, LLC, All Rights Reserved
DECIDING WHAT TO MEASURE
WHY DO WE MEASURE?
To Justify
FACTUAL EVIDENCE
To Intervene
CHANGES,
CORRECTIVE ACTIONS
To Direct
TARGETS & METRICS
ToValidate
STRATEGYVISION
34. Copyright 2016 Beyond20, LLC, All Rights Reserved
THE CSI MODEL
How do we keep the
momentum going?
Where are we now?
What is the vision?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Business vision, mission,
goals and objectives
Baseline
assessments
Service and process
improvements
Measurable
targets
How do we
get there?
35. Copyright 2016 Beyond20, LLC, All Rights Reserved
0-6 MONTHS
1YEAR AND
BEYOND
TOMORROW
Improvement Plan
37. Copyright 2016 Beyond20, LLC, All Rights Reserved
THE CSI MODEL
Did we get
there?
How do we get there?
How do we keep the
momentum going?
Where are we now?
What is the vision?
Where do we
want to be?
Measurements
and metrics
Business vision, mission,
goals and objectives
Baseline
assessments
Service and process
improvements
Measurable
targets
38. Copyright 2016 Beyond20, LLC, All Rights Reserved
DECIDING WHAT TO MEASURE
WHY DO WE MEASURE?
To Justify
FACTUAL EVIDENCE
To Intervene
CHANGES,
CORRECTIVE ACTIONS
To Direct
TARGETS & METRICS
ToValidate
STRATEGYVISION
40. Copyright 2016 Beyond20, LLC, All Rights Reserved
THE CSI MODEL
How do we keep
the momentum
going?
How do we get there?
Where are we now?
What is the vision?
Where do we
want to be?
Did we get there?
Measurements
and metrics
Business vision, mission,
goals and objectives
Baseline
assessments
Service and process
improvements
Measurable
targets
50. Copyright 2016 Beyond20, LLC, All Rights Reserved
WORK SHORTEST JOB FIRST
Principal: get value as quick as possible by working
shortest high value job first
51. Copyright 2016 Beyond20, LLC, All Rights Reserved
TOPTHREE FOR Q3
List your Top 3 projects and/or
initiatives for Q3 in Priority Order
52. Copyright 2016 Beyond20, LLC, All Rights Reserved
EXAMPLES
1) Website Redesign
2) New Product Launch
3) ERP Upgrade
53. Copyright 2016 Beyond20, LLC, All Rights Reserved
1. Website
Redesign
2. New Product
Launch
3. ERP Upgrade
54. Copyright 2016 Beyond20, LLC, All Rights Reserved
USER-BUSINESSVALUE
Do our users prefer this over that? What is the
revenue impact on our business? Is there a potential
penalty or other negative impact if we delay?
Task: Rate each item against the other items using
relative sizing scores (eg. 1, 2, 3, 5, 8, 13, 21). Start by
scoring the least “1” and score remaining
appropriately.
55. Copyright 2016 Beyond20, LLC, All Rights Reserved
User-Business
Value
1. Website
Redesign
8
2. New Product
Launch
21
3. ERP Upgrade 1
(Scores: 1, 2, 3, 5, 8, 13, 21, …)
56. Copyright 2016 Beyond20, LLC, All Rights Reserved
TIME-CRITICALITY
How does the user/business value decay over
time? Is there a fixed deadline? Will they wait for
us or move to another solution? Are there
Milestones in the critical path impacted by this?
Task: Rate each item against the other items using
relative sizing scores (eg 1, 2, 3, 5, 8, 13, 21). Start
by scoring the least “1” and score remaining
appropriately.
57. Copyright 2016 Beyond20, LLC, All Rights Reserved
User-Business
Value
Time-
Criticality
1. Website
Redesign
8 1
2. New Product
Launch
21 13
3. ERP Upgrade 1 3
(Scores: 1, 2, 3, 5, 8, 13, 21, …)
58. Copyright 2016 Beyond20, LLC, All Rights Reserved
RISK REDUCTION:
Opportunity EnablementValue
What else does this do for our business? Does it
reduce the risk of this or a future delivery? Is
there value in the information we will receive? Will
this feature open up new business opportunities?
Task: Rate each item against the other items using
relative sizing scores (eg 1, 2, 3, 5, 8, 13, 21). Start
by scoring the least “1” and score remaining
appropriately.
60. Copyright 2016 Beyond20, LLC, All Rights Reserved
JOB SIZE
What is effort required to achieve Definition of Done?
Task: For initial evaluation, assign number of days to
each item. For extensive items use general estimates
such as 30 days, 60 days, 90 days, etc.
68. Copyright 2016 Beyond20, LLC, All Rights Reserved
LEARN EVEN MORE
Public or On-site | 100% Exam Pass Guarantee| Beyond20.com/training
ITIL CONTINUAL SERVICE IMPROVEMENT (CSI)
3-day Intermediate Course | Prerequisite: ITIL Foundation
ITIL FOUNDATION COURSE
3-day Fundaments Course | No Prerequisites
69. Copyright 2016 Beyond20, LLC, All Rights Reserved
Upcoming Events
ITIL Foundations
Aug 7 – 9 |Washington, DC
Certified Information Systems Security Professional (CISSP)
August 14 – 18 |Washington, DC
ITIL Practitioner
Sept 21 – 22 |Washington, DC
ITIL Intermediate Service Design
Aug 21 – 23 |Washington, DC
70. Copyright 2016 Beyond20, LLC, All Rights Reserved
Contact Us
andy.rivers@beyond20.com | (866) 856-3117
@beyond20
/beyond20llc /company/beyond20
/gobeyond20