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Overview of the Continual Service Improvement Phase

Continual Service Improvement (CSI) is primarily concerned with creating and maintaining value for customers and users. This is done by identifying and implementing improvements to the IT services that support the business processes.  A key goal of the Continual Service Improvement stage of the ITIL® Service Lifecycle is to maintain the overall health of an organization’s IT Service Management.  In addition, CSI constantly assesses and aligns the IT services with the present and future needs of the organization.  This is done through a seven step process in which you define what you should measure and what you can measure.  Then data is gathered, processed, analyzed, and converted into information and knowledge. This knowledge is used to implement corrective actions.

CSI reviews, analyzes, and makes recommendations on improvement opportunities in each Service Lifecycle phase. It enhances the cost-effectiveness of delivering IT services without compromising customer satisfaction.

For many organizations, CSI is not a concept that is practiced on a regular basis. Some organizations choose to implement these strategies when there has been a failure and the services of the business have been impacted. For CSI to be truly successful, it must become a routine activity.

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Mary is a leading trainer in Microsoft® and Business Applications.

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