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Process changes

Summary | Technology considerations | Tools to support CSI activities | IT service management suites | Event management | Service Request and fulfilment (Service Catalogue and workflow) | Performance management | Financial Management | Summary | Critical considerations for implementing CSI |


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Implementing CSI will have an impact on many parts of the IT organization. Processes, people, technology and management will undergo change. CSI needs to become a way of life within the organization. This may require new management structure, new technology, changes to processes to support CSI and people will need to be trained and understand the importance of CSI within the organization.

If you only focus on changing a process or technology CSI will not be effective. Figure 8.1 identifies some changes that may need to be addressed.

Figure 8.1 Process re-engineering changes everything

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