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ITIL Continual Service Improvement
To align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes.
ITIL CSI Scope
The scope of CSI addresses four main areas:
- The overall health of IT service management as a discipline.
- The continual alignment of the portfolio of IT services with the current and future business needs.
- The maturity & capability of the organization, management, processes and people used by the services.
- Continual improvement of all aspects of the IT service and the service assets that support them.
ITIL CSI Objectives
The objectives of CSI are to:
- Review, analyse and make recommendations on improvement opportunities in each lifecycle stage, including CSI itself.
- Identify and implement individual activities to improve IT service quality as well as the efficiency & effectiveness of enabling ITSM processes.
- Constantly seek options to improve cost effectiveness without negatively affecting customer satisfaction in any way.
- Ensure that the applicable quality management method is used.
- Ensure processes have clearly defined objectives and measurements that lead to actionable improvements.
Adopting and implementing standard and consistent approaches for service improvement will also:
- Enable identification and implementation of opportunities for improvement in all lifecycle stages and all processes.
- Help identify opportunities for improvement in the structure of the organization, resourcing capabilities, partners, technology and human resources skills, training & communication.
- In order to get the maximum benefits from CSI, it is recommended to keep a CSI register to record and categorize all the improvement opportunities. Each improvement initiative should have the predicted benefits included in the register, thus enabling prioritization. The register should be part of the service knowledge management system (SKMS).
- It is also important to define the interface of the CSI register with strategic initiatives and processes such as problem management, capacity management and change management, all of which could present requirements for improvement.
Contact us to attend an ITIL Continual Service Improvement Course
ITIL Continual Service Improvement - 2011 edition
Author & Publisher
Office of Government Commerce TSO (The Stationery Office) - 2011 Edition Crown Copyright 2011
978 0 11 331308 2
ITIL Continual Service Improvement provides best practice guidance for the CSI stage of the ITIL service lifecycle. Although this publication can be read in isolation, it is recommended that it is used in conjunction with the other core ITIL publications found in the CUPE book shop.
The main purpose of the Continual Service Improvement stage of the lifecycle is to align IT services with changing business needs by identifying and implementing improvements to IT services that support buiness processes. These improvement activities support the lifecycle approach through Service strategy, Service Design, Service Transition and Service Operation.
CSI is always seeking ways to improve service effectiveness and cost effectiveness.
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