Assignment - Basic Concepts of CSI

Abstract - The basic concept of CSI is explored in the paper through the questions focusing on the different aspects of the CSI. The paper explores some aspects of the CSI in greater detail as requested and helps in the development of the initial basic understanding. This discussion includes the objective, activities and terms related to CSI and the related methodologies of the measurements used in the CSI approach.

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1. Objectives of CSI - State the 5 objectives of CSI.

a. Pick one of these objectives and discuss a practical example describing how this can be accomplished.

The five objectives of the CSI can be listed as

• Review and analysis of the improvement opportunities in each lifecycle of the phase of the IT infrastructure.
• Making recommendations for improvement based on the analysis
• Identification and implementation of the activities for increasing efficiency and benefit
• Improvement of the quality of service and cost-effectiveness of the strategy
• Application quality management methods to enhance benefit and consistency.

Review and analysis of the different opportunities for improvement in each phase of the lifecycle are essential as the business values are dependent on each different phase and its efficient execution while maximising the benefit for the client. This can be achieved through the use of business core values and the service improvement objective of the business and ensuring that it is reflected in each phase of the influence oft eh development. Thus, by using the business requirement as the basis of the evaluation of the different phase and its outcome the business values can be enhanced through the CSI (Eikebrokk & Iden, 2017). As the core values and business subjective are different for the business based on the nature of the market sector and the company characteristics this factor makes sure the It system is suitable and generates the most value for the business.

2. Activities of CSI - List the 8 activities of CSI.

a. Pick two of these activities and describe how they would be accomplished in a typical business.

The activities of the CSI are

• Review of the lifecycle phases of the project
• Identify the improvement methodology
• Outline the evaluation criteria
• Data collection
• Data processing
• Analysis of the data
• Present the information
• Implement remedial activities

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Data processing

The data processing is a significant activity of the CSI and the processing the data is based on the arrangement of the data in a format that is easily relatable to the business needs and organize them in a way understood by the viewer. The most common techniques for organizing the data is done through the critical success factors (CSF) identification and the key performance indicators (KPI) through which the raw data is organised in relevant categories and transformed into understandable information through the organization process (Kaiser, 2017).

Analysis of the data

The data analysis process focused on the organized data and their analysis is geared towards the identification of the gaps and the potential impact these gaps in information on the business. The business context, therefore, is combined with organized information form knowledge regarding the business that is based on internal and external factors and their impact on the business in question (Kaiser, 2017). Thus, combining the information with the business context is done in this phase to develop fact or knowledge that guides the improvement aspects of the CSI.

3. Terms related to service improvement

What are the four terms used when discussing service improvement outcomes and give a light summary of each.

The four terms that are used in the discussion of the outcomes of the CSI initiative are the following

• Benefit- this embodies the enhancement of the existing service that is achieved by the proposed change in the CSI.
• Improvement- the improvement indicated the measures enhancement of the outcomes achieved through the CSI compared to the previous one which makes this an indication of the degree of the achievement of the CSI efforts.
• Return on investment (ROI) - this embodies the comparison between the benefits achieved through CSI with the value of the resource invested (Obwegeser, Nielsen & Spandet, 2019).
• The value on investment (VOI) - this embodies the monetary benefits achieved through the CSI process that cannot easily be transferred into financial terms.

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4. Measurements and data collection - Measurements. One way to improve is to measure what you have, first.

a. Describe a common data collection methodology.

b. Identify and describe at least 4 metrics you would monitor in your IT Operations as part of a larger business.

The goals and objectives of the service operations of the IT services is the main determinant of the appropriate data collection methodology (Obwegeser, Nielsen & Spandet, 2019). However, the most common mode of collection of the raw data is done through the monitoring of the important matrices that is appropriate based on the service operations. Thus, the data collection is done through an automatic sampling of the predetermined parameters.

The metrics that need to be monitored are

- Net profit margin

- Monthly traffic in the system

- Milestone achievements

- Sales revenue and

- Sales growth rate

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