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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
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