CSI activities and skills required

Figure 6.1 describes the nature of many of these activities and the skills required to perform them.

Figure 6.1 Activities and skill levels needed for CSI

The following section expands upon Figure 6.1 by detailing each of the seven steps in the improvement process and its related activities.

Define what you should measure

Role s: Individuals involved with decision making from IT and the business who understand the internal and external factors that influence the necessary elements that should be measured to support the business, governance and, possibly, regulatory legislation.

Example titles: Service Manager, Service Owner, Service Level Manager, CSI Manager, Process Owner, process manager s, customer s, business/IT analysts and senior IT managers.

Nature of activities	Skills
Higher management level	Managerial skills
High variation	Communication skills
Action-oriented	Ability to create, use (high-level) concepts
Communicative	Ability to handle complex/uncertain situations
Focused on future	Education and experience

Table 6.1 Roles involved in the ‘define what you should measure’ activity

Define what you can measure

Role s: Individuals involved with providing the service (internal and external providers) who understand the capabilities of the measuring processes, procedure s, tools and staff.

Example titles: Service Manager, Service Owner, Process Owner, process managers, internal and external providers.

Nature of activities	Skills
Intellectual effort	Analytical skills
Investigative	Modelling
Medium to high variation	Inventive attitude
Goal-oriented	Education
Specialized staff and business management	Programming experience

Table 6.2 Roles involved in the ‘define what you can measure’ activity

Gathering the data

Role s: Individuals involved in day-to-day process activities within the Service Transition and Service Operation lifecycle phases.

Example titles: Service desk staff, technical management staff, application management staff, IT security staff.

Nature of activities	Skills
Procedural	Accuracy
Routine tasks	Precision
Repetitive	Applied training
Automated	Technical experience
Clerical level
Low variation
Standardized

Table 6.3 Roles involved in the ‘gathering the data’ activity

Processing the data

Role s: Individuals involved in day-to-day process activities within the Service Transition and Service Operation lifecycle phases.

Example titles: Service desk staff, technical management staff, application management staff, IT security staff.

Nature of activities	Skills
Automated	Numerical skills
Procedural	Methodical
Structures	Accurate
Mechanistic	Applied training
Medium variation	Programming experience
Specialized staff	Tool experience

Table 6.4 Roles involved in the ‘processing the data’ activity

Analysing the data

Role s: Individuals involved with providing the service (internal and external providers) who understand the capabilities of the measuring process es, procedure s, tools and staff.

Example titles: Service Owner, Process Owner, process manager s, business/IT analysts, senior IT analysts, supervisors and team leaders.

Nature of activities	Skills
Intellectual effort	Analytical skills
Investigative	Modelling
Medium to high variation	Inventive attitude
Goal-oriented	Education
Specialized staff and business management	Programming experience

Table 6.5 Roles involved in the ‘analysing the data’ activity

Presenting and using the information

Role s: Individuals involved with providing the service (internal and external providers) who understand the capabilities of the service and the underpinning processes and possess good communication skills. Key personnel involved with decision making from both IT and the business.

Example titles: CSI Manager, Service Owner, Service Manager, Service Level Manager, Process Owner, process managers, customer s, business/IT analysts, senior IT managers, internal and external providers.

Nature of activities	Skills
Higher management level	Managerial skills
High variation	Communication skills
Action-oriented	Ability to create, use (high-level) concepts
Communicative	Ability to handle complex/uncertain situations
Focused on future	Education and experience

Table 6.6 Roles involved in the ‘presenting and using the information’ activity

Implementing corrective action

Role s: Individuals involved with providing the service (internal and external providers).

Example titles: CSI Manager, Service Owner, Service Manager, Service Level Manager, Process Owner, process managers, customers, business/IT analysts, senior IT managers, internal and external providers.

Nature of activities	Skills
Intellectual effort	Analytical skills
Investigative	Modelling
Medium to high variation	Inventive attitude
Goal-oriented	Education
Specialized staff and business management	Programming experience

Table 6.7 Roles involved in the ‘implementing corrective action’ activity

Дата добавления: 2015-10-02