ITIL Foundation

Continual Service Improvement (CSI)

In this topic we will discuss about Continual Service Improvement.

This module provides guidance on creating and maintaining value for customers through better strategy, design, transition and operation of services. It combines principles, practices and methods from quality management, change management and capability improvement.

Continual Service Improvement describes best practice for achieving incremental and large scale improvements in service quality, operational efficiency and business continuity and for ensuring that the service portfolio continues to be aligned to business needs.

Guidance is provided for linking improvement efforts and outcomes with service strategy, design, transition and operation services. It combines principles, practices and methods from quality management, change management and capability improvement.

A closed loop feedback system, based on the Plan-Do-Check- Act (PDCA) cycle is established. Feedback from any stage of the service lifecycle can be used to identify improvement opportunities for any other stage of the lifecycle.

Continual Service Improvement-section overview and objectives will briefly look at the fifth lifecycle phase of ITIL which is CSI (Continual Service Improvement), points that will be discussed are:

  • Describing Deming’s PDCA Cycle
  • Describing CSI Approach
  • Understand the Seven-step improvement process
  • Measuring CSI
  • Defining Enterprise Governance.    
  • Explaining Continual Service Improvement (CSI) and the service lifecycle
  • Classification of different types of metrics in CSI
  • Identifying Performance Baselines
  • Defining CSI Register

Other topics in Continual Service Improvement include service measurement, demonstrating value with metrics, developing baselines and maturity assessments.


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