Page 231 - BV-BC 4 days

Governance & Post Adoption

• The ITIL CSI (continual service improvement) seven step business improvement
process is Cisco’s recommended framework for managing service improvement:

1. What should you measure? - the 'vision' (strategic and/or operational) will feed into this step
2. What can be measured? - what can IT and the business actively measure that will be of benefit

to the organization

3. Gather Data - has the organization reached its goal based on the vision, mission, goals and

objectives that have been previously set?

4. Process Data - determining the correct style and format to each business unit
5. Analyze Data - trends, discrepancies and associated explanations are prepared for discussion

with the business

6. Present and use information - the business/stakeholders are informed as to whether the goals

have been achieved or not

7. Implement Corrective Action - document improvements, add to the Service Improvement

Program (SIP), create a new baseline and start the 7 steps again.