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CSI: New England

Posted By Jason Stonehouse, Thursday, February 21, 2013
Updated: Thursday, February 21, 2013

Thanks to every who turned out for our first LIG event of 2013, and a special thanks to our panelists, Eveline Oehrlich of Forrester Research and Scott Alan Duquette of Mass Mutual. Picking up from today's conversation;

  • How is your organization addressing the objectives of continual service improvement?
  • How are you structured to support CSI? Do you have permanent roles, make use of special project teams, or a hybrid of the two?
  • What are the metrics and KPIs that you're tracking? are the helping?
  • What's your biggest CSI challenge?

Continual service improvement needs to deliver value to your business, whether that is supporting students and faculty in a higher ed institution or delivering services to other large companies, and allowing them to grow. One of the biggest risks in starting a CSI program is that the metrics become the objective, rather than a measure of how you're doing. How have you addressed this challenge?

Tags:  csi  ITSM  itsmf_ne events 

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