ITIL V3 CSI - Continual Service Improvement

ITIL Continual Service Improvement (CSI): Overview

The Continual Service Improvement (CSI) process uses methods from quality management in order to learn from past successes and failures. The CSI process aims to continually improve the effectiveness and efficiency of IT processes and services, in line with the concept of continual improvement adopted in ISO 20000.

Continual Service Improvement

As per ITIL 2011, the following processes are part of the ITIL stage Continual Service Improvement (CSI): Service ReviewProcess Objective: To review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible.Process EvaluationProcess Objective: To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews.Definition of CSI InitiativesProcess Objective: To define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customers cooperation.Monitoring of CSI InitiativesProcess Objective: To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.

Service Review
Objective: The ITIL Service Review process aims to review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible. Part of: Continual Service Improvement Process Owner: CSI Manager