BRINGING VALUE TO THE BUSINESS THROUGH CSI

Malcolm Fry

ITSM and CHERWELL Ambassador

FRONT ENDOF THE

FRONT OFFICE

Fit for Purpose +

• Good is not good enough

• Aspiring to perfection is the key to providing value to the business

• CSI exists to reduce faults and realign IT services

• By continually– identifying

– analysing

– implementing improvements to IT services that support business processes

– IT departments can transform organizations over time

Main objectives

• In this session, attendees will learn about the importance of CSI as a critical front-end function (not an “only when needed” resource)

• Also the integration of CSI with other frontline ITIL processes

• They’ll also learn how to build a culture of persistent improvement in ITSM:• Processes

• Procedures

• Functions

The beholder of quality

• The beholder is not tolerant of:– Small faults– Repeat of existing faults– Late or poor delivery– Too many required changes– Too many fixes– Delays– Poor availability– Capacity issues– Poor design

• You should not be tolerant• All of these cost the business; time, money and resources• Use SLAs to provide direction and targets• Minimum SLAs achieve little

The real CSI approach

Who’s at the scene

Analysing the evidence

Trace evidenceFinding the

evidenceScene

documentationScene

recognition

Who's at the Scene?

• Police officers are typically the first to arrive at a crime scene. They arrest the perpetrator is he's still there and call for an ambulance if necessary. They are responsible for securing the scene so no evidence is destroyed.

• The CSI unit documents the crime scene in detail and collects any physical evidence.

• The district attorney is often present to help determine if the investigators require any search warrants to proceed and obtain those warrants from a judge.

• The medical examiner (if a homicide) may or may not be present to determine a preliminary cause of death.

• Specialists (entomologists, forensic scientists, forensic psychologists) may be called in if the evidence requires expert analysis.

• Detectives interview witnesses and consult with the CSI unit. They investigate the crime by following leads provided by witnesses and physical evidence.

Scene recognition

• search warrants

• pre-determined path

• details that will change with time

• hazards

• CSI calls in any specialists or additional

• do not talk to witnesses

Scene documentation

• Scientific observation

• Photographs

– Overview shots

– Mid-range photos

– Sketches

– Video

Finding the evidence

• Examining the body

• estimated time of death

• Fingerprints

• Examining the scene

Finding evidence

Trace evidence

• Body fluids

• blood sample

• DNA analysis

• Luminol

• Hair and Fibres

• Fingerprints

• Visible

• Molded

Analysing the evidence

• Some specialty departments in the Crime Lab include:– Latent fingerprints and impressions– Trace evidence

Run GSR analysis; identify and compare samples of soil, glass, fibersand paint

– ChemistryConduct analysis and comparison of illicit drugs, explosives and unknown chemicals

– Computer CrimesRecover evidence from computers; perform computer enhancement on audio or video evidence

– Firearms and toolmark identificationIdentify firearms; test firearms to establish barrel pattern and distance of gun from entrance wound; identify and compare bullets, casings and toolmark impressions

– Serology and DNA

The IT CSI approach

• This gets the situation resolved• Prevention is the key

– Eliminate from current working procedures etc.– And ensure they do not appear in new services

• For example did that change fail because of a weakness in the change process?

• Were the wrong event markers installed?

Who’s at the scene

Analysing the evidence

Trace evidenceFinding the

evidenceScene

documentationScene

recognition

Who spotted the situation

Analysing the situation

Collect the data evidence

Finding reviewing the technologies

Appropriate tickets opened

Location recognition

Quality Reward Culture

• The seven step process Proactive

• Reactive

• Quality Reward Culture (QRC)

ITIL 7 step process

• Plan– Identify the strategy for improvement– Define what you will measure

• Do– Gather the data– Process the data

• Check– Analyse the information and data– Present and use the information

• Act– Implement the improvement

Who has the best warranty?

Every new XYZ is covered by a limited warranty for defects in materials or workmanship for the first four years or 50,000 miles, whichever comes first.

We have a lot of confidence in the quality and durability in every new Kia that rolls off the assembly line. So much confidence, that we offer an industry-leading ABC 10-year or 100,000-mile warranty program.

The Proactive Problem Management

You get a warrantee

Car breaks down

Solution is applied

Root cause is identified

Details sent to Quality

Management

Car is repaired

Fault eliminated

for new model

You get an SLA

Technology fails

Solution is applied

Root cause is identified

Details sent to Service

Level Management

and CSI

Fault is fixed

Fault eliminated

for new services

The Reactive cycle

You get a warrantee

Car breaks down

Solution is applied

Root cause is identified

Details sent to Quality

Management

Car is repaired

Fault eliminated

for new model

You get an SLA

Technology fails

Solution is applied

Root cause is identified

Details sent to Service

Level Management

and CSI

Fault is fixed

Fault eliminated

for new services

Top IT Quality weaknesses

1. Tolerance of incidents2. Poor change management3. Ineffective SLAs4. New services designed in isolation5. Poor release management6. Inaccurate service portfolio7. Accepting failure as an option (99.999%)8. No proactive CSI9. No provision by development to improve current

quality10. Wrong event triggers installed

Top TenValue to the Business (VttB)

1. Reduced costs2. More efficient staff3. Consistent service4. Competitive advantage5. ITSM profit centre or cost centre?6. Reliable IT encourages customer loyalty7. Processes that work8. Proactive staff9. Higher staff retention10. Increased revenues

Delivering the goodsCSI

CSI Support Interfaces

Delivering the

deliverables

Actions, Influencers

& Resourcers

Fit for purpose

Component Criteria

Optimizing

SLM

CSI

Performance& Quality

Speed & accuracy

Utilizing Human

resources

Plan

Observe

Underpinning

MALCOLM FRYCHERWELL AND ITSM AMBASSADOR

Thanks for listening