ITIL CSI - Continual Service Improvement: Difference between revisions
From IT Process Wiki
(Replaced references to ITIL 2011 with ITIL V3.) |
No edit summary |
||
| Line 11: | Line 11: | ||
<meta property="fb:admins" content="100002592864414" /> | <meta property="fb:admins" content="100002592864414" /> | ||
<meta property="og:image" content="https://wiki.en.it-processmaps.com/images/9/94/Overview_continual_service_improvement_csi_itilv3.jpg" /> | <meta property="og:image" content="https://wiki.en.it-processmaps.com/images/9/94/Overview_continual_service_improvement_csi_itilv3.jpg" /> | ||
<meta property="og:image:width" content=" | <meta property="og:image:width" content="1200" /> | ||
<meta property="og:image:height" content=" | <meta property="og:image:height" content="1200" /> | ||
<meta name="twitter:card" content="summary"> | |||
<meta name="twitter:site" content="@itprocessmaps"> | |||
<meta name="twitter:creator" content="@itprocessmaps"> | |||
<meta name="twitter:title" content="ITIL CSI - Continual Service Improvement | IT Process Wiki"> | |||
<meta name="twitter:description" content="Continual Service Improvement (CSI) uses methods from quality management in order to learn from past successes and failures."> | |||
<meta name="twitter:image" content="https://wiki.en.it-processmaps.com/images/9/94/Overview_continual_service_improvement_csi_itilv3.jpg"> | |||
<meta name="twitter:image:alt" content="Overview of the processes in ITIL Continual Service Improvement (CSI): Service Review, Process Evaluation, Definition and Monitoring of CSI Initiatives."> | |||
<link href="https://plus.google.com/108613479011811316823/posts" rel="publisher" /> | <link href="https://plus.google.com/108613479011811316823/posts" rel="publisher" /> | ||
</itpmch> | </itpmch> | ||
| Line 30: | Line 37: | ||
'''<span id="Continual Service Improvement definition">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">The <i>Continual Service Improvement (CSI)</i> process uses methods from quality management in order to learn from past successes and failures. The ITIL CSI lifecycle stage 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.</span></p> | '''<span id="Continual Service Improvement definition">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">The <i>Continual Service Improvement (CSI)</i> process uses methods from quality management in order to learn from past successes and failures. The ITIL CSI lifecycle stage 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.</span></p> | ||
<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes# | <p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_V3" title="ITIL Processes">IT Service Management | ITIL processes</a></html> | ||
<p> </p> | <p> </p> | ||
| Line 37: | Line 44: | ||
==Processes: ITIL Continual Service Improvement== | ==Processes: ITIL Continual Service Improvement== | ||
CSI continually improves the effectiveness and efficiency of services and processes. | CSI continually improves the effectiveness and efficiency of services and processes. | ||
| Line 51: | Line 49: | ||
ITIL V3 defines one process in the CSI stage of the service lifecycle: The "Seven-Step Improvement Process". These seven steps describe a generic approach to continual improvement that can be applied in many situations, rather than a process that organizations would implement in practice. Specific CSI methods and techniques are mostly discussed in other parts of the ITIL CSI publication. | ITIL V3 defines one process in the CSI stage of the service lifecycle: The "Seven-Step Improvement Process". These seven steps describe a generic approach to continual improvement that can be applied in many situations, rather than a process that organizations would implement in practice. Specific CSI methods and techniques are mostly discussed in other parts of the ITIL CSI publication. | ||
<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | [[Image:Overview_continual_service_improvement_csi_itilv3.jpg|right|thumb|466px|alt=ITIL Continual Service Improvement - ITIL CSI|link=https://wiki.en.it-processmaps.com/index.php/File:Overview_continual_service_improvement_csi_itilv3.jpg|Fig. 1: [[#Processes:_ITIL_Continual_Service_Improvement|ITIL Continual Service Improvement (ITIL CSI)]]]] | ||
<html><div itemid="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement#Processes:_ITIL_Continual_Service_Improvement" itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | |||
<meta itemprop="itemListOrder" content="Ascending" /> | <meta itemprop="itemListOrder" content="Ascending" /> | ||
<p><span itemprop="name" content="Continual Service Improvement processes:">Therefore, organizations seeking to introduce an <strong class="selflink">ITIL-aligned Continual Service Improvement (CSI) process</strong> will typically define a set of service improvement processes to ensure that ideas for improvement are identified and implemented, as described below:</span> | <p><span itemprop="name" content="Continual Service Improvement processes:">Therefore, organizations seeking to introduce an <strong class="selflink">ITIL-aligned Continual Service Improvement (CSI) process</strong> (<a href="https://wiki.en.it-processmaps.com/images/9/94/Overview_continual_service_improvement_csi_itilv3.jpg" title="ITIL Continual Service Improvement (CSI)">see fig. "ITIL CSI"</a>) will typically define a set of service improvement processes to ensure that ideas for improvement are identified and implemented, as described below:</span> | ||
</p> | </p> | ||
< | <div itemid="https://wiki.en.it-processmaps.com/index.php/Service_Review" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | ||
<dl><dt><a href="/index.php/Service_Review" title="Service Review" itemprop="itemListElement">Service Review</a> | <meta itemprop="position" content="1" /> | ||
<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Service_Review" title="Service Review" itemprop="itemListElement">Service Review</a> | |||
</dt><dd itemprop="description">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. | </dt><dd itemprop="description">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. | ||
</dd></dl> | </dd></dl></div> | ||
< | <div itemid="https://wiki.en.it-processmaps.com/index.php/Process_Evaluation" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | ||
</ | <meta itemprop="position" content="2" /> | ||
<dl><dt><a href="/index.php/Process_Evaluation" title="Process Evaluation" itemprop="itemListElement">Process Evaluation</a> | <dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Process_Evaluation" title="Process Evaluation" itemprop="itemListElement">Process Evaluation</a> | ||
</dt><dd itemprop="description">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. | </dt><dd itemprop="description">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. | ||
</dd></dl> | </dd></dl></div> | ||
< | <div itemid="https://wiki.en.it-processmaps.com/index.php/Definition_of_Improvement_Initiatives" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | ||
</ | <meta itemprop="position" content="3" /> | ||
<dl><dt><a href="/index.php/Definition_of_Improvement_Initiatives" title="Definition of | <dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Definition_of_Improvement_Initiatives" title="Definition of CSI Initiatives" itemprop="itemListElement">Definition of CSI Initiatives</a> | ||
</dt><dd itemprop="description">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 | </dt><dd itemprop="description">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. | ||
</dd></dl> | </dd></dl></div> | ||
< | <div itemid="https://wiki.en.it-processmaps.com/index.php/CSI_Monitoring" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | ||
</ | <meta itemprop="position" content="4" /> | ||
<dl><dt><a href="/index.php/CSI_Monitoring" title="CSI | <dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/CSI_Monitoring" title="Monitoring of CSI Initiatives" itemprop="itemListElement">Monitoring of CSI Initiatives</a> | ||
</dt><dd itemprop="description">Process Objective: To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary. | </dt><dd itemprop="description">Process Objective: To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary. | ||
</dd></dl> | </dd></dl></div> | ||
</div><!-- end of schema.org/ItemList --><p></html> | </div><!-- end of schema.org/ItemList --><p></html> | ||
==<span id="Additional_Information_on_CSI">KPIs | Templates | Roles</span>== | ==<span id="Additional_Information_on_CSI">KPIs | Templates | Roles</span>== | ||
| Line 82: | Line 82: | ||
* [[ITIL-Checklists#ITIL CSI Templates|CSI templates and checklists]] | * [[ITIL-Checklists#ITIL CSI Templates|CSI templates and checklists]] | ||
* [[ITIL Roles#ITIL roles - Continual Service Improvement|ITIL roles within Continual Service Improvement (CSI)]] | * [[ITIL Roles#ITIL roles - Continual Service Improvement|ITIL roles within Continual Service Improvement (CSI)]] | ||
==Downloads== | ==Downloads== | ||
[[Image:Itil-csi.jpg|thumb|320px|right|none|alt=Continual Service Improvement ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Itil-csi.jpg|The ITIL discipline CSI at a glance]] | |||
| | |||
Use the following links to open the process overview of Continual Service Improvement (CSI) showing the most important interfaces: | Use the following links to open the process overview of Continual Service Improvement (CSI) showing the most important interfaces: | ||
* [[Media:Itil-csi.jpg|Continual Service Improvement - ITIL CSI (.JPG)]] | * [[Media:Itil-csi.jpg|Continual Service Improvement - ITIL CSI (.JPG)]] | ||
* [https://wiki.en.it-processmaps.com/images/pdf/csi-continual-service-improvement-itil-v3.pdf Continual Service Improvement - ITIL CSI (.PDF)] | * [https://wiki.en.it-processmaps.com/images/pdf/csi-continual-service-improvement-itil-v3.pdf Continual Service Improvement - ITIL CSI (.PDF)] | ||
<br style="clear:both;"/> | |||
==Notes== | ==Notes== | ||
| Line 131: | Line 122: | ||
<meta itemprop="alternativeHeadline" content="Continual Service Improvement (CSI)" /> | <meta itemprop="alternativeHeadline" content="Continual Service Improvement (CSI)" /> | ||
<link itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" /> | <link itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_CSI_-_Continual_Service_Improvement" /> | ||
<link itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/9/94/Overview_continual_service_improvement_csi_itilv3.jpg" /> | |||
<span itemid="https://wiki.en.it-processmaps.com/images/9/94/Overview_continual_service_improvement_csi_itilv3.jpg" itemprop="image" itemscope itemtype="https://schema.org/ImageObject"> | |||
<meta itemprop="caption" content="Processes in Continual Service Improvement (CSI) according to ITIL."> | |||
<meta itemprop="contentUrl" content="https://wiki.en.it-processmaps.com/images/9/94/Overview_continual_service_improvement_csi_itilv3.jpg" /> | |||
<meta itemprop="width" content="1200" /> | |||
<meta itemprop="height" content="1200" /> | |||
<meta itemprop="representativeOfPage" content="true"/> | |||
<meta itemprop="dateCreated" content="2008-09-08" /> | |||
<meta itemprop="dateModified" content="2019-06-22" /> | |||
<meta itemprop="keywords" content="CSI" /> | |||
<meta itemprop="keywords" content="Continual Service Improvement" /> | |||
</span> | |||
<meta itemprop="inLanguage" content="en" /> | <meta itemprop="inLanguage" content="en" /> | ||
<link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/ITIL_CSI_-_Kontinuierliche_Serviceverbesserung" /> | <link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/ITIL_CSI_-_Kontinuierliche_Serviceverbesserung" /> | ||
| Line 136: | Line 139: | ||
<meta itemprop="Headline" content="ITIL Continual Service Improvement (CSI)" /> | <meta itemprop="Headline" content="ITIL Continual Service Improvement (CSI)" /> | ||
<link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_V3" /> | <link itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_V3" /> | ||
<link itemprop="author" href="https://www.linkedin.com/in/stefankempter" /> | <link itemprop="author" href="https://www.linkedin.com/in/stefankempter" /> | ||
<meta itemprop="author" content="Stefan Kempter" /> | <meta itemprop="author" content="Stefan Kempter" /> | ||
| Line 145: | Line 147: | ||
[[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|!]] | ||
<!-- --- --> | <!-- --- --> | ||
Revision as of 15:11, 2 August 2019
Objective: The Continual Service Improvement (CSI) process uses methods from quality management in order to learn from past successes and failures. The ITIL CSI lifecycle stage 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 | ITIL processes
Processes: ITIL Continual Service Improvement
CSI continually improves the effectiveness and efficiency of services and processes.
ITIL V3 defines one process in the CSI stage of the service lifecycle: The "Seven-Step Improvement Process". These seven steps describe a generic approach to continual improvement that can be applied in many situations, rather than a process that organizations would implement in practice. Specific CSI methods and techniques are mostly discussed in other parts of the ITIL CSI publication.
Therefore, organizations seeking to introduce an ITIL-aligned Continual Service Improvement (CSI) process (see fig. "ITIL CSI") will typically define a set of service improvement processes to ensure that ideas for improvement are identified and implemented, as described below:
- 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.
KPIs | Templates | Roles
- KPIs for Continual Service Improvement (CSI)
- CSI templates and checklists
- ITIL roles within Continual Service Improvement (CSI)
Downloads
Use the following links to open the process overview of Continual Service Improvement (CSI) showing the most important interfaces:
Notes
By: Stefan Kempter 
, IT Process Maps.
Service Review › Process Evaluation › Definition of CSI Initiatives › CSI Monitoring
