Definition of Improvement Initiatives

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Objective: The objective of the process 'Definition of CSI Initiatives' is 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 customer’s cooperation.

Part of: Continual Service Improvement

Process Owner: CSI Manager


Process Description

A key change between ITIL V2 and ITIL V3 has been a new focus on continually improving services and processes. ITIL V3 introduced specific processes for service and process evaluation and improvement.

In ITIL 2011, the CSI Register has been introduced as a central document or database where all improvement opportunities and initiatives are recorded. As a result, one of the main outputs from CSI now is the CSI Register - instead of the Service Improvement Plan (SIP) as per ITIL V3 (2007). SIPs now take a much less prominent role as in ITIL 2007 (SIPs may still be used as plans to implement improvements to individual services or processes).

To reflect the new structure of Service Strategy processes in ITIL 2011 the interfaces of the process have been adapted. The process overview of ITIL Definition of CSI Initiatives (.JPG) shows the key information flows (see fig. 1).

ITIL 4 describes these key activities in the general management practice of "Continual improvement".


No sub-processes are specified for Definition of CSI Initiatives according to ITIL.



The following ITIL terms and acronyms (information objects) are used in the ITIL process "Definition of CSI Initiatives" to represent process outputs and inputs

CSI Register

  • The CSI Register is used to record and manage improvement opportunities throughout their lifecycle. The addition of new entries to the CSI Register is typically triggered by Continual Service Improvement (see also: ITIL Checklist CSI Register).
  • Please note: The CSI Register was referred to as the Service Improvement Plan (SIP) within ITIL V3 (2007).

Templates | KPIs

Roles | Responsibilities

CSI Manager - Process Owner

  • The Continual Service Improvement (CSI) Manager is responsible for managing improvements to IT Service Management processes and IT services. He will continually measure the performance of the service provider and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost effectiveness.


Responsibility Matrix: Definition of CSI Initiatives
ITIL Role / Sub-Process CSI Manager Other roles involved
Definition of CSI Initiatives
(no sub-processes specified)
A[1]R[2] R[3]


[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the ITIL "Definition of CSI Initiatives" process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within the process.

[3] Process Owner, Service Owner, Service Level Manager, and others, in cooperation. Role descriptions...


By:  Stefan Kempter , IT Process Maps.


Process Description  › Sub-Processes  › Definitions  › Roles