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Continual Service Improvement (ITIL)

Parent Process Reference Framework:  ITIL

Continual Service Improvement

The purpose of the CSI stage of the lifecycle with changing business needs by identifying and implementing improvements to IT services that support business processes. 

The objectives of CSI are to: 

  • Review, analyse, prioritise and make recommendations on improvement opportunities across the entire ITSM lifecycle phases – strategy, design, transition and operations 
  • Review and analyse service level achievement 
  • Identify and implement specific activities to IT service quality and improve the efficiency and effectiveness of the enabling processes 
  • Improve cost effectiveness of delivering IT services 
  • Ensure applicable quality management methods are used to support continual improvement activities 
  • Ensure that processes have clearly defined objectives and measurements that lead to actionable improvements 
  • Understand what to measure, why it is being measured and what the successful outcome should be 

CSI is based on the Plan-Do-Check-Act approach. 

  • What is the vision?  
  • Where are we now?  
  • Where do we want to be?  
  • How do we get there?  
  • Did we get there?  
  • How do we keep up the momentum?  

CSI uses a 7-step process for improvement 

  • Define the objectives. 
  • Determine what to measure. 
  • Collect the data. 
  • Process the data. 
  • Analyze the data. 
  • Present and use the information. 
  • Implement improvement 

Related Frameworks

The intent of CSI can be achieved through any improvement framework like Lean, Six Sigma,  Total Quality Management. 

Continual Service Improvement’s 7-step improvement approach closely aligned with Lean Six Sigma’s  DMAIC process approach. 

Skills

SFIA’s  Business Process Improvement skill addresses the requirements of CSI.

https://www.sfia-online.org/en/framework/sfia-7/skills/strategy-architecture/business-strategy-and-planning/business-process-improvement

Certification/Training

ITIL specialist and Masters level certification can be one path way to develop the skills in Continual Service Improvement. In addition, Lean Six Sigma certification can be considered to specialise in CSI.

ITIL Training and Certification

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