ITIL CSI - Continual Service Improvement: Difference between revisions
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;[[Definition of Improvement Initiatives|Definition of CSI Initiatives]] | ;[[Definition of Improvement Initiatives|Definition of CSI Initiatives]] | ||
:Process Objective: To define specific initiatives aimed at improving services and processes, based on the results of service and process | :Process 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 customer’s cooperation. | ||
;[[CSI Monitoring|Monitoring of CSI Initiatives]] | ;[[CSI Monitoring|Monitoring of CSI Initiatives]] | ||
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* [[ITIL KPIs Continual Service Improvement|KPIs for Continual Service Improvement (CSI)]] | * [[ITIL KPIs Continual Service Improvement|KPIs for Continual Service Improvement (CSI)]] | ||
* [[ITIL-Checklists# | * [[ITIL-Checklists#ITIL CSI Templates|Checklists for Continual Service Improvement (CSI)]] | ||
* [[Roles | * [[ITIL Roles#ITIL roles - Continual Service Improvement|ITIL Roles within Continual Service Improvement (CSI)]] | ||
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[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL stage]][[Category:ITIL process|5]][[Category:Continual Service Improvement|!]] | [[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL stage]][[Category:ITIL process|5]][[Category:Continual Service Improvement|!]] | ||
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Revision as of 14:11, 14 July 2013
<seo metakeywords="continual service improvement, itil csi, itil continual service improvement, csi itil, csi process" metadescription="ITIL CSI: Definition - Processes - Additional information on Continual Service Improvement: ITIL Roles, Checklists, KPIs..." />
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.
Part of: IT Service Management
Processes: ITIL Continual Service Improvement
As per ITIL 2011, the following processes are part of the ITIL stage Continual Service Improvement (CSI):
- Service Review
- Process 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 Evaluation
- Process 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 Initiatives
- Process 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 customer’s cooperation.
- Monitoring of CSI Initiatives
- Process Objective: To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.
Additional Information on Continual Service Improvement (CSI)
- KPIs for Continual Service Improvement (CSI)
- Checklists for Continual Service Improvement (CSI)
- ITIL Roles within Continual Service Improvement (CSI)
Downloads
Overview CSI
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Use the following links to open the process overview of Continual Service Improvement (CSI) showing the most important interfaces: |
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