Tom Pierce from AT&T gave this talk. Essentially Tom made the following points:
- CSI doesn't get the attention it needs
- Someone in your organization should have explicit CSI duty
- ITIL calls out the role "CSI Manager" specifically for this purpose
Tom said that improvement has to follow the "farm" model: plant, cultivate, nurture, then harvest. You can't plant and then harvest.
Tom recommended an exercise: give five post-it notes to each IT person in a meeting, and have them each list the top five services IT provides (without talking to one another).
You should have an official "service improvement program" going on all the time, as a vehicle for input.
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