ITIL CSI - Continual Service Improvement
<seo metakeywords="continual service improvement, itil csi, itil continual service improvement, csi itil, csi process" metadescription="The CSI process implements a closed-loop feedback system as specified in ISO 20000 as a means to continually improve the effectiveness and efficiency of IT services and processes." />
ITIL Continual Service Improvement (CSI): Overview
Process Objective: To use methods from quality management in order to learn from past successes and failures. The CSI process implements a closed-loop feedback system as specified in ISO 20000 as a means to continually improve the effectiveness and efficiency of IT services and processes.
Part of: IT Service Management
Processes of ITIL Continual Service Improvement (ITIL V3)
The following processes are part of the ITIL V3 core discipline Continual Service Improvement (CSI):
- Service Evaluation
- Process Objective: To evaluate service quality on a regular basis. This includes identifying areas where the targeted service levels are not reached, and holding regular talks with business to make sure that the agreed service levels are still in line with business needs.
- 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 and process evaluation. 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
- Process Objective: To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.
Overview CSI - Downloads
Use the following links to open the process overview of Continual Service Improvement (CSI) showing the most important interfaces:
