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About Continual Service Improvement

What is Continual Service Improvement?
Continual Service Improvement is a process improvement discipline used throughout the whole service management  lifecycle.
It has inputs and outputs for all lifecycle stages. It focuses on the overall health of Service Management within the organization.  Continual Service Improvement is the continual alignment and adjustment of IT Services to meet the changing business needs by identifying and implementing improvements to IT Services that support Business Processes.

Purpose and objectives for Continual Service Improvement include:

-monitoring the overall health of ITSM as a discipline
-the continual alignment of the portfolio of IT Services with the current and future business needs
-the maturity of the enabling IT processes required to support business processes in a continual Service Lifecycle model
-review, analyze and make recommendations on improvements across all lifecycle stages manage the improvement activities

ITIL Core Lifecycle Diagram

A roadmap model to approach service improvement:
- What is the vision?
-Where are we now?
-Where do we want go?
-How do we get there?
-Did we get there?
-How can we keep the momentum going?

The scope of CSI is to:
- introduce the concepts and principles of CSI at a high level, ensuring buy-in
-define the value of CSI to the organisation
-define how and what methods and techniques will be used

Key Performance Indicators:
Key Performance Indicator (KPI) Detail Category
Number of CSIs Logged during the past 30 days Number of CSIs that were submitted for consideration during a period due to potential improvement in a particular process CSI Phase
Number of CSIs that were approved by the committee Number of CSIs that were approved by the CSI committee to be a project initiative CSI Phase
Number of processess that were improved as a result of an approved CSI Number of processess that were improved as a result of a CSI intiative Process Evaluation

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