ITIL CSI - Continual Service Improvement
From IT Process Wiki
ITIL Version: ITIL Version 3 (ITIL V3)
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
Sub-Processes of Continual Service Improvement (ITIL V3)
- 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 Improvement 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’scooperation.
- CSI Monitoring
- Process Objective: To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary.
