ITIL® Foundation Certification Notes : Continual Service Improvement (Csi)
7. Continual Service Improvement (CSI)
7.1 Purpose of CSI
To align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes.
7.2 Objectives of CSI
1) To measure and analyze service level achievements by comparing them to the requirements in the Service Level Agreement (SLA)
2) To recommend improvements in all phases of the lifecycle
3) To introduce activities which will increase the quality, efficiency, effectiveness and customer satisfaction of the services and the IT service management processes
4) To operate more cost effective IT services without sacrificing customer satisfaction
5) To use suitable quality management methods for improvement activities
7.3 Scope of CSI
1) The overall health of ITSM as a discipline.
2) Continual tuning of the IT services to the current and future needs of the business.
3) Continual tuning of the IT service portfolio.
4) The maturity of the IT processes which enable the servic
7.4 Value to Business
1) To validate previous decisions.
2) To set direction for activities in order to meet targets.
3) To justify (with facts) that a course of action is required.
4) To identify a point of intervention including required changes and corrective actions.
