Designing a Continual Service Improvement (CSI) Model for a Hungarian Energy Company
IT Service Management
Client
Industry
Role of Vialto Consulting
Designing a Continual Service Improvement (CSI) model and an implementation roadmap
Project description
During this project, we designed a structured, ITIL-based Continual Service Improvement (CSI) model and a step-by-step implementation roadmap. This framework enables the company to measure, track, and centrally manage the quality of its IT services over the long term.
Challenge
As part of its IT governance transformation, the client aimed to enhance the management of its IT service portfolio and establish a solid framework for continuous improvements.
Although different teams were already working on various improvement initiatives, these efforts were carried out in silos and lacked a unified approach. In absence of a shared strategy, clear ownership and common metrics, it was difficult to gain an overall view of the initiatives and their outcomes. As a result, the business value generated and the actual impact on service quality remained difficult to measure.
The organization’s objective was to establish an ITIL-based CSI model capable of improving service quality and customer/user satisfaction, while ensuring that all improvement initiatives and their results could be effectively measured and tracked.
Implementation
We kicked off the project by assessing the organization’s current improvement capabilities using our 10-dimension maturity model. This assessment helped us identify the current state and define the target vision.
Next, we conducted a series of collaborative workshops with the client’s IT governance and service delivery experts. Together, we defined the principles of the new CSI framework aligned the stakeholders on the meaning of continual improvement within the organization, clarified roles and responsibilities, and designed the future operating processes.
As a final outcome, we delivered the first version of the CSI operating model together with a multi-phase implementation roadmap. This roadmap outlines the upcoming milestones, the required organizational changes, and the key activities needed to ensure a successful rollout.
Results
- Shared Vision: The organization now has a common understanding of what CSI means and how it supports business objectives.
- Clear Ownership: We established the governance framework, and defined the key roles and responsibilities, ensuring clear accountability.
- Immediate Value: The first version of the operating model has been established, enabling the client to manage improvement initiatives in a structured and transparent manner.
- A Blueprint for the Future: We created a multi-year implementation roadmap that provides a clear and predictable path toward full adoption.
- Ready-to-Use Tools: The organization received practical deliverables that serve as a strong foundation for future development.
By completing this project, the client has laid the foundation for a smarter and more sustainable improvement process. In the long term, this will enhance IT service quality, increase customer satisfaction, and ensure that investment in development delivers maximum value.
It is a core stage in the ITIL framework focused on constantly measuring, reviewing, and improving the efficiency of IT services to keep them perfectly aligned with changing business needs.
Every successful transformation starts with a conversation.
Let’s find the best solution together.
Every successful transformation starts with a conversation
Let’s find the best solution together.
