HDI Support Center Director - Unit 5 Study
Guide
Explain the purpose of the Continual Service Improvement (CSI) process - ANS-The purpose of
the Continual Service Improvement (CSI) process is to ensure that the services, processes, and
lifecycle phases of the service provider continue to meet the needs of the business
Explain the responsibilities of the support center director in a CSI process - ANS-Ensure there is
a CSI process in the support center
Ensure the CSI process is followed/executed resulting in improved business results for the
organization
Ensure the support organization understands the purpose and value of the CSI process
Explain the value of a CSI process - ANS-Ongoing assessment of how well the services and
processes meet the business needs
Identify adjustments to ensure that the services and process continue to meet the business
needs
Identify and explain the purpose of common Continual Service Improvement (CSI) metrics that a
support center director should use - ANS-Business impact of support related changes made via
the CSI process
Business impact of changes identified via the CSI process
Business impact on support due to the CSI changes
Continual Improvement recommendations (CSI register) attributed to support
Explain the purpose of Quality Assurance (QA) programs - ANS-Ensure that the quality of
service delivered meets the business requirement as identified in the service level agreement
(SLA)
Improve the level and quality of services delivered to improve the business impact
Recognize and reward teams and individuals
Develop coaching plans for all individuals and teams
, Explain the purpose of benchmarking in support - ANS-A benchmark is a set of performance
measurements that represents the practices and results of an industry group or segment. The
purpose of benchmarking is to compare support processes to other organization's processes for
the purpose of improving service quality and total cost of ownership
Explain the value of benchmarking - ANS-Identifying an organization's potential strengths and
weaknesses using gap analysis
Providing support for forecasted improvements
Providing realistic targets for performance improvement
List resources for benchmarking - ANS-Industry analysts, such as
-Gartner
-Meta
-Forrester Research
Associations, such as
-HDI
-SSPA
-itSMF
Outsourcers
Explain the challenges of benchmarking - ANS-Not knowing how questions are interpreted or
answered by other participants of the survey
Differing goals and objectives of organizations
Differing skill sets based on business needs
Different technology/tools utilized by the organizations
Benchmarking may be seen as "the solution" by some management, rather than as one tool for
understanding what needs to be improved
Explain the purpose of a baseline - ANS-A baseline represents a maker, or starting point, for
later comparison. It is the set of performance measurements taken prior to an improvement
project or to a planned change and used to measure the change from a point in time
Explain the value of a baseline - ANS-A standard against which project success can be
evaluated
Guide
Explain the purpose of the Continual Service Improvement (CSI) process - ANS-The purpose of
the Continual Service Improvement (CSI) process is to ensure that the services, processes, and
lifecycle phases of the service provider continue to meet the needs of the business
Explain the responsibilities of the support center director in a CSI process - ANS-Ensure there is
a CSI process in the support center
Ensure the CSI process is followed/executed resulting in improved business results for the
organization
Ensure the support organization understands the purpose and value of the CSI process
Explain the value of a CSI process - ANS-Ongoing assessment of how well the services and
processes meet the business needs
Identify adjustments to ensure that the services and process continue to meet the business
needs
Identify and explain the purpose of common Continual Service Improvement (CSI) metrics that a
support center director should use - ANS-Business impact of support related changes made via
the CSI process
Business impact of changes identified via the CSI process
Business impact on support due to the CSI changes
Continual Improvement recommendations (CSI register) attributed to support
Explain the purpose of Quality Assurance (QA) programs - ANS-Ensure that the quality of
service delivered meets the business requirement as identified in the service level agreement
(SLA)
Improve the level and quality of services delivered to improve the business impact
Recognize and reward teams and individuals
Develop coaching plans for all individuals and teams
, Explain the purpose of benchmarking in support - ANS-A benchmark is a set of performance
measurements that represents the practices and results of an industry group or segment. The
purpose of benchmarking is to compare support processes to other organization's processes for
the purpose of improving service quality and total cost of ownership
Explain the value of benchmarking - ANS-Identifying an organization's potential strengths and
weaknesses using gap analysis
Providing support for forecasted improvements
Providing realistic targets for performance improvement
List resources for benchmarking - ANS-Industry analysts, such as
-Gartner
-Meta
-Forrester Research
Associations, such as
-HDI
-SSPA
-itSMF
Outsourcers
Explain the challenges of benchmarking - ANS-Not knowing how questions are interpreted or
answered by other participants of the survey
Differing goals and objectives of organizations
Differing skill sets based on business needs
Different technology/tools utilized by the organizations
Benchmarking may be seen as "the solution" by some management, rather than as one tool for
understanding what needs to be improved
Explain the purpose of a baseline - ANS-A baseline represents a maker, or starting point, for
later comparison. It is the set of performance measurements taken prior to an improvement
project or to a planned change and used to measure the change from a point in time
Explain the value of a baseline - ANS-A standard against which project success can be
evaluated
