Most IT organizations, if asked would say that they ‘continuously improve’; however there is a gap between saying it and being able to demonstrate that it exists.
For CSI to work in the long term, a culture of improvement needs to be instilled within IT.
If the culture of improvement does not exist, the first step is to identify improvement behaviours and perform them consistently and repeatedly (let’s call the identification of these behaviours; performance tweaks).
Overtime these behaviours will begin to take root and become part of ITs fabric, impacting every project that is taken on board.
Simple Behavioural Steps
For an organization who wants to get started with Service Improvement, there are some simple behavioural steps that can be followed to get started:
1 Baseline your current performance (pick an area you suspect there could be an opportunity to improve upon and measure what you are doing today),
2 Analyze your performance data and build a list of wins based on cost/technical complexity and benefit (this is key, as the organization will resist change unless you have the numbers to back up the benefit),
3 Identify a group of people within the organization that need to be involved to address the issue you identified,
4 Set a realistic meaningful goal and timeframe,
5 Implement the agreed performance tweak, into your environment
6 Track and measure how performance is changing with the performance tweak in place,
7 Report on your success and set a new goal to sustain your improvement,
8 Repeat this process for something new!
The key is to focus your initial performance tweaks on something that won’t cost a lot of money to change, but can provide a big impact.
If you follow this process just once a month, you will be taking the necessary steps of instilling the culture of improvement within your IT department.