There have been a disproportionately high number of catastrophic IT incidents hitting the headlines this year, including major technology glitches at two respected US airlines and a prestigious UK bank.[...] Read More

ITIL® is the most widely adopted approach in the world for IT Service Management (ITSM). Although ITIL was initially formed by a UK Government agency, it is now an internationally renowned cohesive set of concepts and techniques for IT Service Management. It offers a practical, straightforward structure for identifying, planning, conveying and supporting Information Technology services in a company.[...] Read More

ITIL® processes compartmentalize the Service Lifecycle into five broad categories, each of which is further divided into individual processes and procedures. Although the five major process classifications, Continual Service Improvement, Service Strategy, Service Design, Service Transition and Service Operation, are intended to be applied together in a comprehensive fashion, there are finite limitations to corporate education.[...] Read More

The goal of the Deming Cycle, or more commonly known as the Circle for Quality Improvement, is steady, continual improvement. There are four steps within this cycle: Plan, Do, Check and Act.[...] Read More

Businesses need to continuously upgrade and improve their services in order to remain competitive.  Therefore, there is a need for steady, ongoing improvements throughout the Service Lifecycle.[...] Read More

Continual Service Improvement (CSI) is an important way for organizations to constantly improve their services and business operations as well as remain up-to-date in an ever changing business environment.[...] Read More

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.[...] Read More

After completing their ITIL® Foundation Certification training, individuals can choose to advance to the next level of ITIL Certification, which is the ITIL Intermediate Level.  There are two streams in the ITIL Intermediate Level: the Capability Stream and the Lifecycle Stream.  Individuals who are interested in learning about the Service Lifecycle and its phases in-depth should select the latter. The ITIL Continual Service Improvement (CSI) Certificate is one of five certifications that candidates can earn in the Lifecycle Stream.[...] Read More

Today, more and more organizations are relying on IT to achieve corporate aims and meet business needs.  As a result, many organizations have implemented the IT Infrastructure Library® (ITIL®) framework.  ITIL is a series of books that describes the best practices in IT Service Management.  The latest version of ITIL, ITIL V3, takes a Lifecycle approach.  Within the ITIL V3 Service Lifecycle, there are five phases: Service Strategy, Service Design, Service Operation, Service Transition, and Continual Service Improvement.[...] Read More

Continual Service Improvement (CSI) is one of the five stages in the ITIL® Service Lifecycle. During this phase, Quality Management methods are applied to enhance services and improve customer satisfaction. With the help of continuous feedback, the best methods are further refined. The 6-Step CSI Model demonstrates a constant cycle for improvement and highlights the many opportunities for CSI:[...] Read More