Brief Overview of the Workshop

Continual Service Improvement (CSI) isn’t meant to be where we get to when all the other stuff is under control it’s meant to be where we start! Too often the focus in IT Support is just to fix things. The starting point is Incident Management or Change Management or managing call volumes when the starting point should be Continual Service Improvement. Understand the context, find the vision, develop objectives, and make sure that all of these are consistent with each other.

If you feel as though you are constantly trying to improve but never getting anywhere; or you fix something, but it falls by the wayside, and you try something else, but that falls by the wayside too, then CSI is probably the missing link. CSI is the umbrella covering improvement; it is the context in which everything happens. Your activities and improvement initiatives shouldn’t be a set of disconnected small projects, they should all be small steps heading in the one direction. If you make mistakes, then any mistakes can be stepped over and you move on.

The purpose of this workshop is to help you plan a way out of that feeling of constant activity.

If you have seen one of these symptoms in your organization, then this workshop will help:

• isolated initiatives which seem good, but don’t stick
• a desire to improve, but not knowing where to start
• feeling overwhelmed about the gap between where you are and where you want to be
• can’t see the forest for the trees

Workshop Recording