Page 136 - ITIL® Foundation 3.15

Continual Service Improvement
CSI is responsible for identifying improvement opportunities and recognizing the Return on Investment that will be achieved if the improvements are implemented. This lifecycle stage relies heavily on the CSI Approach to ensure that what IT is delivering is performing to the level of expectation of the customer, and Deming’s “PDCA” model to improve over time. The goal of the CSI Lifecycle stage is to continually align and re- align all deliverables and performance with customer needs and expectations. Major outputs of CSI are identified improvement opportunities, and the Service Improvement Plan (SIP). The SIP acts as a master project plan for implementation of the planned improvement.
Based on AXELOS (ITIL®) material. Reproduced under license from AXELOS Limited. All rights reserved.
Processes discussed within CSI include:
The 7-step Improvement Process - the process responsible for identifying what should be measured, how it is to be measured, collecting the data, analyzing the data, reporting on the data, and taking corrective action on the reports. The full seven steps are discussed in CSI.
There are several other processes defined within the CSI lifecycle stage. All except the 7-step improvement process are beyond the scope of the ITIL foundation examination and this course; as such, they will not be further discussed within this course. Additional information regarding these processes can be found in the Continual Service Improvement guide.
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