Process Continual Improvement Plan Template Using Project in ServiceNow

[JohnJasinski]

Most IT Service Mgmt people are familiar with the Continual Service Improvement concepts in the ITIL book with the same name.   Process Owners know they should have a CSI Plan or Program, coordinated as a Portfolio by an IT Service Management Office.   Many keep a log or spreadsheet of improvement ideas, but why not use ServiceNow?   Easy to use.   Turn on Project.

But maybe take the conversation up a notch - big time.   Base your CSIP on the COBIT 5 Implementation book guidance (free PDF for ISACA members).   Too bad about the book name, it's actually a continual improvement book based on the same concepts found in ITIL CSI, but the COBIT (ISACA) approach is hugely more detailed.   Best of Kotter and Deming. Better than what your PMO provides (CSI is more complex than SDLC - a different approach is needed). Context and structure is amazing.   Scalable across any and all IT-related processes for any and all lines of business.

The C5 Impl book covers seven phases across three component parts (Program Mgmt, Continuous Improvement, Culture Enablement).   For 37 processes of management and governance.   Load into your SN Project.   Customize all you want.   Do one process or multiple.   26 roles defined in the RACI.

For fun, I constructed all this into Project plan template with 1,100+ rows or Work Breakdown Structure (WBS) items.   Cool thing about WBS structure is ability to use in contract documents to specify very discrete work scopes.

Initially it was loaded into Microsoft Project as a test.   Then, it was imported into SN Project (three clicks) to provide an improvement project template relevant to any IT-related process - any sector - any size.   Customized items were appended to maintain context and structure of overall approach.   Process specific plans were broken out which then could be rolled-up into a Portfolio. Plug and play CSI.   This can be done today. And, it looks pretty neat in the the CIO Roadmap format for projects in Eureka. Big step up from the old spreadsheet of best guess improvements.

The content is based on three core books from ISACA:   COBIT 5 Framework (free internet download to anyone), COBIT 5 Enabling Processes, and COBIT 5 Implementation.   Two worldwide training courses address this CSI topic:   ITIL Continual Service Improvement (CSI) and COBIT 5 Implementation.

Ladies and Gents, the expectations for, and capabilities of Process Owners is evolving dramatically.

Standarize processes and integrate data.

What do you have?

Maybe this CSIP template should be in Share?

[egravl]

Hi John,

Your CSIP template sounds like exactly what I'm looking for.   Please post it to share so I can try it out.

Thanks,

Eric

[the_awasthi]

John Jasinskiyour approch souds awesome and something i was looking for.

Request you to please share the same.

divyanshawasthi@yahoo.com

Regards,

Divyansh

[fashaikh10]

Hi Jhon,

Sound great.

Request you to please share the same

farhan_pis@yahoo.com

[Manjeet Singh · Accepted solution]

We release a purpose build App in London to identify, plan, manage and track improvement opportunity at one place in a structured and efficient way. Watch this short video - https://www.youtube.com/watch?v=hxh6OSEsF04&t=6s

And read up Continual Improvement Management in product docs to learn more.

Thanks,

Manjeet