Continual Service Improvement (CSI) spans all stages of ITIL. It’s a process which allows for better strategy, design, and transition and operation. As this post explains from IT Service Management shares, CSI ensures alignment with business needs via improvements to those areas of ITIL, as well as through achieving the objectives of improving cost effectiveness, methodology and processes.
The post includes some questions that CSI both asks and answers through the improvements that it promotes:
- What is the vision? – Align with business vision, mission, goals and objectives
- Where are we now? – Baseline assessments
- Where do we want to be? – Measurable targets
- How do we get there? – Service and process improvement
- Did we get there? – Measurement and metrics
- Feedback branch to beginning is How do we keep the momentum going? – Manage the implementation of improvement changes
The post then shares the seven-step improvement process as a diagram, which helps illustrate how the process is both cyclical and builds upon itself.
Read the full post here: http://itservicemngmt.blogspot.com/2012/04/itil-continual-service-improvement.html